Customer Service Manager

LAWRENCE ESTEVES

* ******* ****** *******, ** ***02

Phone: 914-***-**** Cell: 914-***-****

Email: ***********@*****.***

Management professional with progressive experience in customer

service, employee relations, performance management, union contract

interpretation, training, and employee benefits.

PROJECTS AND RESPONSIBILITIES

. Trained management staff in customer service and policies and

procedures

. Provided guidance in interpretation of union contracts; (Unions

included NYSNA, Local 1199. Local 30, Local 144 and SSOBA)

. Responsible for orientation of new employees

. Conducted grievances

. Coached management staff in preparation for arbitrations

. Partnered with managers in negotiations of union contracts

. Investigated and respond to complaints

. Responsible unemployment and workers compensation

. Managed employee benefits and pension plans

. Negotiated with benefit brokers to achieve cost reduction

PROFESSIONAL EXPERIENCE

January 2003 - August 2013 Solitaire Auto Services Inc.

Bronx, NY

Manager

. Developed Employee Handbook

. Trained new managers

. Instituted employee orientation

. Managed investigatory meetings and issued appropriate discipline

. Responded to unemployment and workers compensation claims

. Managed impound storage facility of N.Y.C. Marshals

. Responded to customer service complaints

. Responsible for maintaining inventory and vehicle condition

reports

. Compiled weekly statistical reports

. Responsible for security and on call after closing

1980-2002 Cabrini Medical Center

New York, NY 10003

Held various Human Resource management positions in a 2,400 employee

Medical Center and its affiliate nursing homes.

Employee Relations Manager (March 1995 - December 2002)

. Trained managers in policy and procedures

. Provided guidance to managers in interpretation of union contracts

(Unions included NYSNA, Local 1199, Local 30, Local 144 and SSOBA)

. Conducted union grievances

. Responsible for arbitrations and coached managers in preparation

for arbitrations

. Investigated and responded to complaints

. Partnered with managers in contract negotiation with unions

. Conducted exit interviews

. Partnered with managers for HIPAA compliance training

. Supervised Employee Benefits Manager

. Organized company for the March of Dimes walk-a-thon and the

Corporate Challenge running team

Benefits Manager (November 1987 - February 1995)

. Responsible for the daily operations of medical benefits and

pension plans

. Participated in choosing carriers for management staff benefits

. Explained benefit plan options to managers

. Responded to unemployment and workers compensation claims

. Administered COBRA

. Responsible for leave of absences

. Coordinated employee service awards

Benefits Coordinator (November 1983 to November 1987)

. Reconciled monthly medical benefits and pension billing

. Assisted employees in resolving benefits claims

. Responded to unemployment claims

. Assisted recruitment

. Managed company softball team

Registrar - Outpatient Clinic (June 1980 - November 1983)

EDUCATION LANGUAGES

City College of New York English, Spanish

Bachelor of Science in Elementary Education

SKILLS MEMBERSHIPS

Microsoft Word, Excel, PowerPoint SHRM

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