Customer Service Manager
Resume:
Monica Criswell Work: 704-***-****
Aberdeen, NC 28315
Work Email: *********@********.***
Email Address: **************@*****.***
OFFICE MANAGEMENT - EXECUTIVE ADMINISTRATION - SECRETARY
EXPERIENCE
CLIENT SERVICE MANAGER / FACILITIES & TRAVEL ASSISTANT
Swiss Post Solutions/Hearst Corporation, Charlotte, NC
February 2012 to Present
Responsible for all daily onsite operations, client interactions,
communications and resolve any client issues. Provide ongoing coaching and
personal development of staff members and coordinate equipment partner
interactions. Proficient in performing all functions of both Copy Center
and Mailroom duties. Provide financial management of the Copy/Mailroom
operations. Manage P&L. Produce Monthly, Semi-Annual and End of Year
Reports. My title continues on as the Assistant to the Director of
Facilities and Travel Management at Hearst Service Center. Administrative
duties are performed to include inventory, maintenance, floor plans, record
retention, travel and additional duties as assigned.
DOCUMENT SPECIALIST, IKON Office Solutions, Charlotte, NC
February 2011 to April 2011
Run high volume document scanning equipment and performs quality control
checks. Ensure scanning equipment is working properly, checking for
quality via daily inspections. Clear paper jams and informs technicians of
specific problems. Maintain records for management reports and inventories
of supplies needed. Distribute office supplies, fax transmissions and mail
to company personnel and/or designated drop-off points as required.
Calculate charges for jobs performed and maintain some billing logs.
Respond to and coordinates all service calls required by customer. Perform
filing duties in conjunction with specific customer requests.
FIELD SERVICE REPRESENTATIVE, IKON Office Solutions, Jacksonville, FL
August 2010 to February 2011
Supports the daily operations of one or more IMS locations including any or
all of the following: copy production and finish work, operation of a mail
center, maintaining billing logs and reports. Assist new IMS site
implementation. Assist in the training of new and existing employees.
Maintain accurate, complete, and up to date Site Procedure Guides, Forms
and Logs and other Site Branding. Collects data to complete the Monthly
Management Report. Perform mail fulfillment, which includes sorting,
filing packaging and processing shipments. Filing and labeling documents,
Shipping and Receiving. Perform basic troubleshooting on all equipment.
Perform front desk duties as needed.
SITE MANAGER, IKON Office Solutions/Baptist Medical Center, Jacksonville,
FL
February 2009 to August 2010
Manage daily operations of Mailroom and Courier Services for Baptist
Medical Center. Manage $870,000.00 annual budget for the Mailroom and
Courier operations. Provide effective Financial Management, effective
Leadership to Staff and to ensure service excellence for all internal and
external customers and vendors. Generate weekly, monthly and quarterly
accounting reports providing trend efficiencies for mail volumes, mail
costs and courier costs. Communicate expectations by training, directing
and evaluation to increase productivity and morale. Adhere to Baptist
Medical Center and IKON's Mission and Vision resulting in partnership,
responsiveness, integrity and empowerment.
SITE SUPERVISOR, IKON Office Solutions/Fowler White Boggs, Jacksonville, FL
February 2004 - February 2009
Supervises daily operations of specified job site, Fowler White Boggs.
Responsible for effective implementation and management of IKON Service
Excellence. Functions as a document specialist and other operations
worker. Handles formal contact with the customer on a daily basis.
Provides training on workflow and machine operations when necessary.
Ensures payroll accuracy by overseeing and correcting all time clock data.
Achieves shift profitability in the area of cost of goods by effectively
supervising the shift in use of company materials and supplies. Ensures
the quality of operations for shift by assisting the achievement of goals
in Audit and Deadline compliance. Gather quality and deadline standards by
the effective use of job scheduling practices. Maintains efficient
workflow by holding direct reports accountable for quality and efficiency
of their work. Facilitates resolution of issues concerning pricing, orders
and invoicing by interacting and communicating with sales department.
Ensures all direct reports execute objectives by the use of a developmental
plan/ninety day plan and regular performance reviews; posting productivity,
quality and deadline results. Maintains positive internal working
relationships with all department employees by communicating in a
professional manner. Completes site reports and other paperwork on time
and accurately. Completes month-end management reporting the absence of
Site Manager. Possesses ability to manage financial results by
interpreting projecting, managing declining balances and reconciling profit
and loss statement.
SECURITY ASSISTANT, Security Department, Naval Air Station, Jacksonville,
Florida
December 2001 to February 2004
Provided secretarial support for DoD Security Department. Updated
instructions, regulations and publications. Responded to official requests
for security reports and statistics. Filed, located and extracted
information. Reviewed and verified incoming/outgoing sensitve documents
for accuracy. Composed and researched all correspondence to Naval
protocol. Ordered supplies using IMPAC. Initiated, prepared edit and
processed requisitions to stock, commodity control or other appropriate
supply organizations. Processed supply/equipment contracts of $2,500.00+.
Identified requirements and requisition; issued office supplies, forms,
publications and other printed materials. Arranged for acquisition or
repair of office equipment. Maintained an accurate accounting and
reporting system for non-expendable property and performed standardized
property management control processes. Processed civilian uniform
allowance and requisitions for uniforms. Served as system administrator.
Primary contact for questions regarding types of military and civilian pay
and the process of military or civilian TAD orders. Entered time and labor
data utilizing SLDCADA. Prepared departmental budget expenditures with the
use of ledgers, files according to Navy accounting practices. Created and
tracked Requests for Personnel Action (RPA's) using the Oracle 11i web
based program.
ASSISTANT MANAGER, Sunbelt Credit Security Finance, Pensacola, Florida
October 2000 to March 2001
Provided small personal loans to individuals in need of monies up to
$3,000.00. Credit Reports were retrieved utilizing Equa-Fax Credit
Reporting Agency. Processed loan applications and determined eligibility
for repayment of loan. Interviewed upwards to 75 applicants per day.
Served as liaison between the client and Defense Finance and Accounting
Service (DFAS), regarding garnishments and collections. Typed, copied,
edited, stored and retrieved documents using word processing software.
Assisted in receiving inquires, visitors and respond to requests that could
be answered personally. Executed daily reviews of Credit and State lending
laws. Formulated budget plan to support marketing strategies.
OFFICE AUTOMATION CLERK, Family Fleet Support Center, Yokosuka, Japan
August 1997 to May 2000
Provided Office Automation support for the Spouse Employment Assistance
Program (SEAP), Relocation Assistance Program (RAP) and Transition
Assistance Management Program (TAMP). Assisted with configuration planning
for automated office systems throughout the Family Fleet Support Center.
Researched and reviewed office automation technical developments in
hardware and software equipment to provide supervisory personnel with up to
date information. Coordinated the implementation of electronic mail
processes to include network communications among State agencies.
Developed security control procedures for systems including recovery and
backup procedures. Generated spreadsheets to establish monthly and
quarterly reports. Typed, copied, edited and retrieved documents using
word processing software. Distributed upwards to 250 Welcome Aboard
Packages each month to all relocating families to the area. Interviewed
requests and determined whether information could legitimately be released.
Determined which requests could not be answered personally and used
knowledge of organization to forwards requests to appropriate individual.
Assisted in facilitating weekly and biweekly classes in support of the
SEAP, RAP, and TAMP Programs. Guided indoctrination attendees on the
mandatory field trips around the neighboring areas within Yokosuka.
Coordinated power point presentations for monthly in house trainings.
Expanded the directional library to various locations throughout Yokosuka
and Tokyo, Japan.
CUSTOMER SERVICE REPRESENTATIVE, Ninth Moon Maternity, Honolulu, Hawaii
October 1995 to November 1996
Responded to questions from participants, vendors and clients regarding
plan requirements, compliance issues to advise clients and its participants
of appropriate benefits and to resolve any issues they may be experiencing
in a quick, friendly and efficient manner. Advised the Client Service
Representative and Administration Department of ongoing status of claims
and other shipment issues via weekly updates and reports. Established an
effective working relationship with employees and public. Received and
accountable for all funds properly. Conducted staff meetings on a bi-
weekly basis. Maintained discretion and integrity at all times when
handling confidential information. Generated the Standard Operation
Procedure, which enhanced personnel safety. Implemented budget plan to
ensure the decrease of overhead by 45% on a quarterly scale.
SECRETARY, Multi-Marketing Associates of Hawaii, Honolulu, Hawaii
November 1994 to October 1995
Provided distribution support for 13 local companies. Served as liaison
between local companies and 20 corporate companies regarding requisitions,
supplies and deliveries. Researched, coordinated and generated procurement
of supplies ranging from lawn care equipment to food service equipment.
Responded to questions from participants, vendors and clients regarding
plan requirements and compliance issues. Maintained discretion and
integrity at all times when handling confidential information. Generated,
processed, and reconciled requisitions to ensure proper accounting.
Provided secretarial support to the owner working over time when called
upon. Served as system administrator for all computer systems. Recorded
time and labor data in ledgers monthly. Maintained an accurate accounting
and reporting system for non-expendable property and performed standardized
property management control processes. Generated security control
procedures for systems including recovery and backup procedures. Created
spreadsheets and power point presentations for reports monthly.
EDUCATION
Pinecrest High; Southern Pines, North Carolina; 1989; High School Diploma
N.C. A&T State University; Greensboro, North Carolina; Business
Administration; 12 Semester Hours
PROFESSIONAL TRAINING
Changing Your Story and Getting Unstuck: 2012, 2013
Business Principles: 2012, 2013
Marketing and Branding: 2012
Leadership and SPS Global Values: 2012
Customer Service Excellence - The Language of Yes: 2004 - 2010
North Florida Manager Training: 2009, 2010
Energizing & Empowering Employees: 2009, 2010
Preserving the Customer Relationship: 2010
Business, Financial and Leadership Training: 2010, 2012, 2013
Six Sigma Trainee: 2010
Behavioral Interviewing: 2009, 2012
Good Manager vs Bad Manager: 2009
Time Management: 2009, 2012
Site Supervisor Training - Steps to Success: 2004, 2005
Navy Correspondence: 1997, 1998, 1999, 2000
Customer Service Excellence: 1998, 2000, 2002, 2004, 2005, 2006
Introduction to Excel: 2003
SLDCADA Training: 2003
DON eBUSINESS Training: 2003
Oracle 11i Training: 2003
PROFESSIONAL LICENSES AND CERTIFICATES
Certified Child Care Provider, Florida: 2001
Certified First Aid / CPR, Florida: 2001, 2002, 2003
SPECIALIZED EQUIPMENT/SOFTWARE
Computer, Typewriter, Printer, Calculator (10-Key by Touch), Fax, Copier,
Scanner, EQUITRAC, Switchboard, Disintegrator, Finger Print Station,
Surveillance, Bill Counter, Hasler WJ180, and Forklift/Cherry Picker,
Pitney Bowes DWOR, Cannon C5185, Cannon 110, Neopost IM6000, USPS Merlin,
HJ960 Address Printer, Industrial Burster, Baum Folder, Neopost DS-62
Inserter, OCR
Windows 2000/XP, DOS, Excel, PowerPoint, Access, Outlook, Citrix, Oracle
11i, TurboPrep, NAVFIT 98a, SLACADA, eBUSINESS, ATOS, MAC, TRX, Synergy,
Actuate, and WILMA Systems
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate