Customer Service Manager

DE’VITA N GRAVES

**********@*****.*** 804-***-****

Qualifications Summary

Self-motivated, hardworking professional experienced in many fields. Able to use own initiative

and work as part of a team. Proven leadership skills, including managing and motivating other

staff to achieve company objectives. Confident and poised in interactions with individuals at all

levels. Experienced working in fast-paced environments demanding strong organizational,

technical, and interpersonal skills. Good problem solving skills, strong attention to detail and very

resourceful in completing projects on time. Able to multi-task effectively while handling high

pressure situations and showing urgency of resolving customer issues. Capabilities include:

•

• Customer Service • Admin Support • Training

• Data Entry • Healthcare • Leadership

•

• Office Equipment • Childcare • Warehouse

• Human Resources • Management • Production

• Quality Control • Transportation • Shipping

Human Resource Management

• Process payroll using software systems such as Pro Business, ADP through ETA Time &

Attendance and Kronos systems

• Field New Hire orientation, create training manuals, process workers comp and FMLA

claims, manage and maintain all employee records, benefits administration

• Evaluate needs in production for assignment of duties; establish or adjust procedures to

meet production schedules; manage teams of 15 or more associates

• Keep senior level managers informed of any changes or issues as they occur

Training & Development

• Developing effective training programs to ensure continued workflow during absences

• Organizing and conducting new hire orientation for all new employees

• Creating training manuals and tutorials, organize social activities to build morale within the

team

• Training and instructing employees regarding production and processes

Healthcare

• Perform non-licensed nursing duties under the direction and supervision of group home

owners

• Understand and implement Individual Service Plans while caring for clients as well as

complete all necessary documentation daily

• Administer and record medication (Medication Technician certification and Restraint

training completed Feb 2011)

• Provide physical care for all clients to include but not limited to personal hygiene, daily

grooming, meal preparation, transport residents when needed and housekeeping

Warehouse-Shipping/Production

• Distribute, receive and verify accuracy of information from employees loading trucks

• Confirm shipping orders, problem-solving, other clerical duties as necessary

• Proactively manage delays of product, input statistical data into database

• Inspect all outgoing product for damages and proper packaging; report errors immediately

• Package ink cartridges in a timely manner while maintaining high quality and safety

standards working on an assembly line

• Promoted to Line Coordinator after three months for my leadership and identifying errors

in processes prior to work being shipped

Customer Service & Administrative Support

• Prepare documents and correspondence using Word, Excel or PowerPoint for managers

• Plan and schedule meetings and appointments for managers, contact appropriate vendors

when service needed on equipment, maintain calendars for several managers

• Inventory management, order supplies, handle multi-line phone system, distribute mail

• Communicate with vendors, managers, customers and members of all departments

Employment History

7/11-present City Network Corp, Driver

2/11-8/11 Bethel Residential Home, Residential Administrative Counselor

8/08-2/11 Transportation Coordinator/Teacher, Academy For Kids

10/08-8/09 Shipping Clerk, Supervalu

3/08-8/08 Teacher Assistant, Victory Tabernacle Child Development Center

7/07-3/08 Production Worker, Debbie’s Staffing

1/06-6/07 Library Clerk/Customer Service Rep, FPC Alderson

1/05-12/05 Client Services Manager, RetailData LLC

1/93-12/04 Assistant Manager-HR, Capital One

Education & Training

Currently pursuing a MSHRM degree at Strayer University expected completion Sept 2012

Kennedy-Western University (2004-2006) PhD concentration in HR

Strayer University (2001-2003) MBA concentration in HR

Virginia Commonwealth University (1988-1991) BS in Business Administration

Honors: 2011 elected member of Alpha Chi National College Honor Scholarship Society

Received PhD and MBA with magna cum laude honors, member or Alpha Kappa Alpha Sorority,

Inc

Equipment, Software & Skills: NCR 7780, Opex 50 and 150, office equipment, PeopleSoft,

ADP, ETA and Kronos Time & Attendance systems, Microsoft Office, CDL Class C (passenger and

school bus endorsements), Med Technician certification, Crisis Wave Restraint training

References: (Personal) Warnetta Trent 475-3747, Corrine Thomas 658-5669 (Professional)

Debra White 920-0032, Bryant Gary 869-5705

Contact this candidate