Customer Service Management

PROFESSIONAL SUMMARY

Experienced Business Professional with competencies in Client Relationship

Management, Training, and Data Analysis. Core capabilities include,

building relationships, delivering trainings, talent sourcing and

outstanding presentation skills.

An analytical thinker with strong problem solving skills to generate

revenue, improve morale and consistently exceed company's goals. Persuasive

communicator and negotiator with well-developed presentation skills. Strong

ability to develop productive relationships with colleagues, consumers, and

staff at all levels.

SKILLS AND COMPETENCIES

Account Management

Account Analysis

Project Management

Training

Product Management

Business Acumen

Sourcing & Recruiting

Solution evaluation

Excel

Presentation

Microsoft Office

Sales Force

PROFESSIONAL EXPERIENCE

CAREERBUILDER, LLC, Norcross, GA

Account Manager

2011-Present

USA's largest job site and the global leader in Human Capital Solutions.

. Train Recruiters and HR Executives on how to maximize their utilization

of CareerBuilder products while adhering to the company's guidelines.

. Accountable and successfully manage a portfolio of Newspaper, Education,

Skilled Labor and Healthcare accounts worth $30 million dollars -

ensuring that CareerBuilder's products are consistently meeting clients'

requirements.

. Host daily online webinar conference calls with HR and C-Level Executives

to coach on best practices of recruiting solutions/products, discussing

strategies, and providing recommendations to improve results.

. Offer services as a Resume Database Search expert to clients to help pull

the most qualified candidates

. Analyze the performance of clients' products against benchmarks and offer

impactful recommendations to improve performance by using Wanted

Analytics.

. Present clients' account performance and recommendations using visual

presentation tools in person and online

. Gather clients' requirements while understanding their goals and

recommend solutions/products that would help them accomplish their goals.

. Serve as subject matter experts on all CareerBuilder products.

U.S. Census Bureau, Atlanta, GA

Field Operations Supervisor

2010

. Supervised over 150 crew leaders and enumerators during a large scale

field operations.

. Monitored the progress and performance of census field operations.

. Provided instructions to crew leaders for improving production and

performance

. Responsible for compiling statistical data and advised Area Managers of

progress of each district daily.

. Certified payroll, completed administrative reports, made recommendations

on terminations and reviewed cases for completeness and accuracy.

U.S. Census Bureau, Atlanta, GA

2010

Enumerator

. Conducted interviews with residents in assigned areas by following

stringent guidelines and confidentiality laws.

. Explained the purpose of census interview, answered residents questions

and elicited information using a script and recorded data on census

forms.

. Compiled data with accuracy while maintaining high production rates.

U.S. Census Bureau, Atlanta, GA

2009-2010

Crew Leader Assistant

. Supported the Census Bureau's effort to compile the most accurate Census

Bureau address file.

. Assisted the crew leader to ensure work was completed according to

procedures and on schedule

. Met daily with enumerators to assign work and conduct quality control on

their paperwork for accuracy.

. Observed enumerators in the field and provided on the spot assistance.

U.S. Census Bureau, Atlanta, GA

2009

Crew Leader

. Supervised 16 personnel in the procedure of address canvassing through on

the job training and on the spot assistance, while updating census maps

and address list of the greater metro area.

. Conducted daily meetings and ongoing mentoring sessions to individual

personnel.

. Continually meet regional and national weekly quotas on assigned areas.

Convergy's, New Orleans, LA

2007-2008

Customer Service & Problem Resolution Representative II

. Interfaced with customers via inbound calls for the purpose of resolving

routine problems with products or services

. Greeted customer's in a professional manner while attentively listening

to customer needs and concerns.

. Met customer requirements through first contact resolution.

. Doubled sales of my team and managed several corporate accounts.

EDUCATION

Bachelor of Arts in Philosophy - Xavier University

of Louisiana, LA

2006

Project Management Certification - Emory University, GA

Projected Completion 2013

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