Customer Service Manager

GARY LIEBSTEIN

*** ********* ****, *** ********, NY 10804 914-***-****

*********@***.***

SUMMARY

Human Resources professional with expertise in Peoplesoft application,

Training Administration, Employee Educational Expense, Employee Suggestion,

Mentoring and Apprenticeship programs. Partner with key stakeholders to

strategize on employee [pic]development, budget, organizational behavior

and policy. Poised for an opportunity to add value as a leader in a large

complex organization and demonstrate responsive customer service.

PROFESSIONAL EXPERIENCE

New York Yankees Bronx, NY 2013-Present

. Responsible for helping to create the "ultimate experience" for every

guest by providing exemplary customer service and supporting front and

back of house functions.

. Maintain a welcoming environment that generates customer traffic and

builds loyalty by exceeding customer expectations.

. Provide support to the sales professionals

. Assist in all Guest Services areas as necessary: Message Center,

Ticket Office, Special Programs and Administration.

New York Athletic Club (NYAC) New York, NY

Assistant Manager 2012 - 2012

Directed and managed Travers Island attendees in the TI Cabana in

performing daily activities in support of management. Assured proper

processing of admissions, fees, performance of cabana functions, assistance

in special events/activities and adherence to club/membership policy and

instruction. Encouraged and motivated staff morale. Leadership role

resulted in an enhanced level cooperation and exceptional customer service.

NAI Friedland Commercial Real Estate Services, Worldwide

Yonkers, NY

Sales Associate 2011 - 2012

Sales Associate. Served as licensed commercial real estate agent with

territories expanding throughout five boroughs, lower and northern

Westchester and Putnam counties.

MTA/NEW YORK CITY TRANSIT New York, NY

Senior Director, Programs & Registration 1995 - 2010

Leadership coach to senior management. Design and delivery of all special

programs available to employees of the MTA/NYC Transit. Reported directly

to Senior VP, Administration and Chief of Staff, HR.

Training & Development

* Agency wide subject matter expert to Metropolitan Transportation

Authority (MTA) in Training and Tuition Reimbursement module for

Business Shared Services Center in effort to standardize

administrative functions.

* Served as module owner for Training Administration Module in

spearheading $91M project and coordinated issues relating to

Peoplesoft Training Administration with IT Peoplesoft project teams.

* Inspired, managed and directed staff (s) in centralized

registration process, implementation of Peoplesoft tracking system

and providing professional support to the departmental training

liaisons and information services, professional development, and

distance learning workforce.

* Evaluated and presented recommendations for tracking and accurate

submissions of all external training contracts and requests

submitted for senior management approval with annual expenditures

over $2M.

* Generated, analyzed and distributed monthly training statistics

insuring the integrity, maintenance and data management of the

training database for all NYC Transit (55,000) employees. Supported

divisions and departments in scheduling and acquisition of training

requirements, production and review of reports for the purpose of

providing current and historical information useful in tracking,

safety, compliance and budgetary issues.

* Represented NYC Transit as the liaison to the Citywide Training

Center, the National Transit Institute and MTA in scheduling and

tracking Transit employees in their organizational development and

information services training programs.

* Facilitated scheduling, set up and delivery of all internal and

external training room assignment, obtained outside resources as

required.

Employee Suggestion Program

* Administered and coordinated the Employee Suggestion Program

marketing, forms and policy information and guidance for liaisons

and evaluators culminating in an annual awards ceremony. This

program has generated savings exceeding $18M over the past ten

years.

* Processed and responded to written appeals.

* Provided presentation to Executive Staff for approvals and award

amounts.

* Edited and distributed annual awards ceremony booklets, policies and

procedures.

* Facilitated scheduling, room assignment, contracted outside

resources as necessary.

Employee Education Expense Program

* Administered and coordinated the Tuition Reimbursement Program

processing over 400 applications annually with an expenditure of

over $2M.

* Marketed and created forms and policy procedures providing

information and guidance to 77 departmental liaisons.

* Insured timely processing and payments through Controller's Office.

Director, Administration-Reports to Assistant Chief Distribution

Officer 1994 -1995

* Providing centralized coordination and control of all Personnel,

Financial and Training functions.

* Analyze various reports pertaining to personnel, budget and

operational information for accuracy and recommending solutions for

senior management.

* Coordinates all administrative functions associated regarding

departmental projects of specialized nature and serves as Divisional

representative on various task forces.

Manager, Resource, Administration-Reports to the Chief Operations Officer

1991-1994

* Coordinated personnel, compensation and training functions for

Materiel Division through Field Services Unit and the Employee

Development and Training Unit of Human Resources.

* Responsible for monthly newsletter and relating NYC Transit

procedures to the employees of the Materiel Subdivision.

Manager, Personnel Administration- Reports to Director, HR assisting in

centralized management of departmental HR functions.

1991-1991

* Verified and reviewed for accuracy Personnel Strength Report and

Active Employee Report. Develops, prepare and analyze monthly

personnel actions for managerial; professional/technical; clerical

and hourly employees (status notifications, PARs, 3-year

evaluations, position evaluation requests, calendar and salary

information verification, and job postings.

* Maintained department's personnel data base and training listings

and insure scheduling of training sessions to meet operational

needs.

* Contributed in the development and merge of Distribution and

Materiel into a single department and assist in gathering and

preparing budget information. Insure circulation of policies and

procedures of the authority.

Manager Payroll & Timekeeping- reports to Senior Director

1989-1991

* Provided centralized management and control in the automated

timekeeping function; (including division employee records

management, payment of Authority-wide freight bills; payment of

petty cash; and preparation of documentation relating to employee

availability.

Associate Staff Analyst-reports to Director, Personnel, Admin & Training

1988 -1989

* Developed and analyzed monthly manpower report tracking 750

departmental employees.

* Under supervision of Labor Relations Manager develop Pick Kits

(which is the job selection process of the departmental hourly

rank.)

* Conducts courtesy assignments and administration of training

programs.

Previous know-how having began as a Bus Operator performing special

tracking and analytical reporting on special assignment and

experiencing growth through the years.

EDUCATION

Cornell University -NYS School of Industrial and Labor Relations/ Human

Resources

City College of New York (CCNY), New York, N.Y. -100 Scholars Program,

Liberal Arts, B.A

Executive Member American Management Association

TECHNICAL SKILLS

MS Office Suite, Oracle PeopleSoft Application

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