CHRIS GANSER

1410 West Grovers Avenue

Phoenix, Arizona 85023
Email Address cg5df6f8@westpost.net
C: (480) 306-1473

Dear Managers,
Please consider this letter of introduction as an expression of my interest in
Customer Service Management opportunities with your organization. My ability to
identify obstacles, implement effective resolutions, and provide decisive leader
ship will allow me to actively contribute innovative approaches to the challenge
s that currently face your organization. In my career, I have been a successful
management professional, setting high standards and consistently achieving top
organizational goals in extremely competitive markets. My extensive background
in all facets of customer service, sales, marketing, quality improvement and tr
aining/development within high-volume organizations has helped me continually a
dd to the corporate bottom-line.
Additional highlights of my qualifications include:

** Talent for thoroughly understand the importance of creating and maintaining a

reputation for quality service and dependability resulting in improved profit
margins, extensive referrals, and repeat business.

** Well known among peers and superiors for high levels of competency, self-mot
ivation, and sincere approach to getting the job done under the most difficult m
anagement tasks.

** Excellent communication, negotiation, and presentation skills to liaise effec

tively at all levels and in diverse situations as well as an approachable demea
nor that fosters leadership in coaching, team-building, and empowering others
to top performance.

** Bachelors Degree in Communication. Given the combination of these factors, I

am confident in my ability to quickly be valued as a vital member to your organ
ization. A short conversation about my credentials and your corporate goals will
demonstrate my determination in contributing to your organizations bottom line.

In the interim, thank you for your time, consideration, and forthcoming response
.

CUSTOMER SERVICE MANAGEMENT

Top-performing and award-winning professional offering long history of exemplary
customer service, sales, and account management expertise. Highly capable s
trategist and tenacious leader capable of partnering with divisional managers t
o identify critical business needs and performance gaps while recommending effec
tive platforms to enhance organizational productivity. Combine superior busines
s insight, communication, and group facilitation skills with the ability to pro
mote an all-inclusive, high-performing culture where team members embrace and le
verage each others talents and backgrounds while nourishing innovative thinking
to achieve full potential and meet corporate goals.
Core Competencies Sales Development Process, Needs Assessment & Consultation, Op
erations & Account Management, Policies & Procedures, Product Management, Qual
ity Assurance & Best Practices, Performance Standards / Metrics, Research, Doc
umentation & Reporting, Employee Training & Mentoring, Critical Problem Resoluti
on
Keywords: strategist, customer service, customer relations, client relations, a
ccount management, forecasting, operations, team player, documenting, reportin
g, training, mentoring, trainer, mentor, coach, information services, sales, rev
enue generation, collaboration, maximize productivity, team building

PROFESSIONAL EXPERIENCE
FEDEX 2000-Present
2602 47Th St. Ste 101, Phoenix, AZ 85034
Supervisor: Noreen Wesolek (480) 921-6913 work (602) 339-1263 Cell
Established a strong record of career achievements and advancement for one of th
e world"s fortune 100 companies. FedEx is a leading provider of supply chain tra
nsportation business, and information services.
International Customer Service Representative, FCIS, 2006 to Present
International Customer Service Representative, 2002-2006
Customer Service Representative, 2000 to 2002
Accountable for ensuring the highest level of customer service by responding to
client needs and offering effective solutions. Forecast and strategically plan
independent performance goals related to quality service, average handling tim
e, scheduling, contribution, and compliance initiatives. Track all domestic an
d international packages while arranging the movement of customer priority pack
ages on a global basis. Advise customers regarding applicable duties, taxes, cla
ssification/values of commodities, expected service delays, routing, and traci
ng services. Initiate credit, refunds, and other compensation measures as nece
ssary. Perform root-cause analysis to determine source of customer problems and
advise account executives and management of crucial or recurring situations. Re
cognized for contributions within parent company, advancing into International
Customer Service Representative role for new subsidiary company,

Position Information:
** Answers customer inquiries on all service features. Uses CRT and ACD/phone he
adset or PC connected to on-line services. Ensures proficiency in service featu
res and equipment.
**Ensures maximum sensitivity and responsiveness to all customers needs and requ
irements.

**Reviews daily information on package delivery system, station openings, servic

e features, volume and other related topics.

** If assigned to the pre-package group, responsible for taking customer request

s for package pick-up, delivery, and supplies. Assists shipper in preparing all
paperwork for shipment related to pick-up and delivery.

** Pre-package group recognizes new users or additional business, pre-sells, ob

tains additional shipments and submits sales leads. Generates new revenue and re
peat sales through active promotion and selling company services to customers.

** If assigned to the post-package group, responsible for recognizing customer p

roblems/issues, i.e., service changes, tracking information/status, claims, bill
ing, etc., and resolves to customer satisfaction directly or through transfer to
proper department for resolution.

** Post-package group operates systems including data retrieval and report gener
ation. Responsible for entering accurate customer data into various systems to a
ssist others in the resolution of customer problems/issues.

** Post-package group will assist managers in providing training information to

location personnel and entry level representative as necessary.

** Both groups may perform pre- and post-package duties as required by business
needs.
FedEx Customer Information Systems, FCIS, in 2006.
Key Achievements:
*** Instrumental in saving the FedEx Office locations 3 Million Dollars per year
as to information that was compiled over a course of a 6 month period Recognize
d for contributing to successful operations through outstanding performance and
going above and beyond scope of responsibilities.

** Minimize impact of service failures by ensuring appropriate logistics meet

shipping requirements including documentation, service commitment scheduling,
brokerage services, customs clearance, rates, transit time, and special handling
needs.
** Chosen by supervisor to devise and execute a plan to reduce fuel consumption
following hurricane Katrina; successfully researched and launched an employee c
arpool program for entire customer service center with 250 employees.

** Strive to provide better service through up-to-the-minute knowledge and awa

reness of package delivery systems, products, and services.

** Awarded Employee of the Week, and Employee of the Month as well as receiving
letters of commendation from key clientele.

PEPSICO, INC., 1998-2000

4242 E. Raymond St., Phoenix, AZ 85040

Performed sales and customer service activities for a world-leading beverage and
consumer product producer.
Sales & Customer Service Representative
Drove sales initiatives to meet and increase forecasted revenues and establish
market dominance; actively managed five key accounts, including Frys, Safeway,
Food City, ABCO Supermarkets, and Bashas. Devised strategic marketing initiat
ives by creating displays and incremental sales aids to instill active presence.
Responsible for hiring, training, and mentoring employees in maintaining disp
lays, proper product merchandising, and sales techniques.
Handled customer service issues and concerns.
Key Achievements:
** Ensured efficient and timely execution of key volume-driving activities via
strong sale projection and budgeting skills enhanced by comprehensive knowledge
of standardized procedures that ensure stable operations and bottom-line pro
fits.

** Established golden third-quarter by consistently increasing revenues from 103

%
to 124% in 2000.

** Chosen as Phoenix bottling group role model; recognized by superior as being

highly driven, aggressive, and personable with a strong ability obtain market
dominance and survive in a zone of continued extremely high customer service ex
pectations and challenges.

COCA-COLA, INC., 1996-1998

PO Box 20008, Phoenix, AZ 85036
Drove sales initiatives for one of the worlds leading producers of soft drink an
d consumer products.

Merchandiser / Sales / Trainer

Oversaw maintenance, display, and merchandising of products among retailers lo
cated throughout the northwestern Phoenix area. Created and maintained functio
nal point of sale displays to meet customer needs and drive profit and volume. R
esponsible for needs assessment/analysis, ordering, receiving, pricing, and stoc
king of products.
Key Achievement:
** Maintained a solid track record of increasing revenues and driving market pr
esence through excellent business development, sales, and marketing qualificati
ons.
EDUCATIONAL BACKGROUND
SCOTTSDALE COMMUNITY COLLEGE
ASSOCIATES DEGREE
ARIZONA STATE UNIVERSITY, Tempe, AZ
Bachelor of Arts, Communication