1. CARLI A. BAKER
13229 Ivy St, Gibraltar, MI Cell :(313)218-5017
CarliBaker4@gmail.com
OBJECTIVE
To secure a position as a Project Manager and Customer Care professional.
SUMMARY OF QUALIFICATIONS
 More than 15 years experience in Customer Service, and 10 years of leadership experience
 Proficient in Microsoft Office, with excellent written and verbal communication skills
PROFESSIONAL EXPERIENCE
Archway Marketing, Romulus, MI – October 2000 – November 2015
Account Representative – March 2013 – November 2015
 All prior Customer Service Supervisor responsibilities in addition to the below:
 Leadership role in project management
 First point of contact for client regarding ongoing business requirements including key account projects
 Work closely with account management, or directly with Clients to assure overall customer satisfaction
 Collaborate with account management to produce quarterly Business Reviews; participate and assist in
facilitating Business Review sessions
 Manage quote preparation for presentation to the client
 Coordinate International shipments; ensure all required documents are accurate for customs clearance
Customer Service Supervisor – June 2005 – March 2013
 Responsible for supervising anywhere from 12 to 18 different administrators daily work activities.
 CQOS training documentation creation and work instructions
 Administer training plans
 Creation and administering of written reviews and corrective action plans
 Oversaw key business and operational processes within the department, focusing on the day to day
program requirements for my accounts to ensure a high level of client and customer satisfaction
 Achievement of client satisfaction metrics and SLA’s; and development of customer relationships
 Ensure excellent performance of administrators when servicing clients by managing workloads evenly,
delegating and distributing work
 Periodically evaluate current processes to provide recommendations for Company and/or client process
improvements and cost savings
 Manage inventory levels and monitor shipments
 Assist with forecasting budgets; participate and contribute to client invoice reviews
Account Administrator – October 2000 – June 2005
 Handle all day to day administrative tasks required by the Ford Client.
 Serve as contact for client and customer inquiries, orders and issue resolution through customer phone
lines and email.
 Need for knowledge and thorough understanding of specific operation systems for order processing, data
set up, reporting, telephone and email support.
 Inventory and returns research, scrap order processing.
 Accurate and Timely order execution.
 Client collaboration on program requirements to assist in maintaining the integrity of inventory and order
processing.
 Reconciliation of vendor invoices and work with the client to resolve billing questions or issues.
 Creation of final pay invoices for the client.
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2. PROFESSIONAL EXPERIENCE, CONTINUED
Kohls Dept. Store, Farmington Hills, MI – October 1998 – September 2000
Department Supervisor
 Oversaw Children’s Department, set weekly floorset (merchandise), set weekly ads, organized racking and
shelving, re-stock racks and shelves, maintain and organize back stock room, assist customers daily,
maintain fitting rooms, create department employee schedules, assisted on POS
EDUCATION
Bachelor of Business Administration in Progress, Junior year. Eastern Michigan University.
Associates of Liberal Arts. Schoolcraft Community College. 2004
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