Customer Service Manager
Resume:
Shemika M HIll
Raleigh, NC, 27604
************@*****.***
Dedicated and technically skilled business professional with a versatile
administrative support skill set developed through experience as an office
manager, secretary, administrative assistant and office clerk.
Excel in resolving employer challenges with innovative solutions, systems
and process improvements proven to increase efficiency, customer
satisfaction and the bottom line.
Offer advanced computer skills in MS Office Suite and other
applications/systems.
Enterprising, hard-working skills in accounts payable known for accuracy,
attention to detail and timeliness in managing disbursement functions for
diverse-industry employers
Key Job Skills
Office Management Report & Document Records Management
Teambuilding & Preparation Meeting & Event Planning
Supervision Spreadsheet & Database
Staff Development & Creation Inventory Management
Training Accounts Payable/Receivable Expense Reduction
Policies & Procedures World-Class Customer
Manuals Bookkeeping & Payroll Service
Complaint Handling Troubleshooting/ Problem Event Coordinator
Purchasing Orders for Solving Interviewing Skills
Company Negotiate Business Deals Employee Training
Onsite Supervisor Coordinating Job Fair event CNA
Resume Preparation
Unemployment Claims/Talx Job Search Strategies
Medical Terminology Marketing & Sales
Summary of Experience
CRAVEN COMMUNITY COLLEGE, New Bern, NC Jan. 2013 to
present
HRD/CRC Employability Lab Assistant, 2013 to present
Customized Training Program supports the economic development efforts of
the State of North Carolina by providing education and training
opportunities for eligible businesses and industries and industries.
Key Duties:
. Provides employability skills training for unemployed and
underemployed adults.
. Provide students with pre-assessments For CRC
. Preparing students for success in taking the CRC assessments in
reading and applied mathematics
. Help students create job search strategies, work ethics and skills
. Help students to develop or revise resumes, cover letters,
applications and other employment related documents
ADECCO, New Bern, NC Sept.2010 to
June 2013
Recruiter
Executes and oversees the steps of the placement cycle for customers and
order; while complying with company policy, employment law, and code of
business conduct. Builds customer and Associate relationships, delivers
high level of customer service to all.
Key Duties:
. Develops creative recruiting strategies to attract qualified
candidates to meet customer demands.
. Assesses candidate hard and soft skills through a combination of
behavioral interviews and competency based evaluations.
. Coaches Associates on enhancement of skills for career development and
leverages internal training and development tools.
. Evaluates customer and Associate satisfaction via surveys and
interviews
. Performs Associate coaching and counseling, disciplinary action, and
employee terminations.
. Schedules interviews for prescreened candidates prioritizing based on
current branch needs.
. Consults with hiring managers to better understand clients' needs,
maximizes level of service, and encourages relationship building.
. Facilitates interviews with candidate and customer, including
candidate preparation and client brief. Conducts debrief with
candidate and customer following interviews.
Administrative Coordinator (Contract), 2010-2012
Provide administrative assistance to Adecco Branch Manager, Recruiters and
Onsite Managers for a fast pace office environment.
Key Duties:
. Responsible for answering phone calls to prescreen applicants
. Responsible for building calendar on a weekly basis while utilizing
Adecco prescreening
. Recruiting off daily task list and completing task, documenting on
application
. Responsible for keeping a on-going applicant list for cancellations on
calendar
. Responsible for confirming scheduled appointments for the following
day
. Sending testing - through email and responding to notifications once
testing is complete.
. Verify addendum to move forward with application process, sending out
general on-boarding forms, background request forms
. Assisting with running background checks
. Assisting recruiters on verifying background results in LexisNexis and
providing results to recruiter
. Assisting with entering background results and drug test results in
system
. Assisting with references checking on all scheduled appointments for
interviews
EMBARQ, New Bern, NC Aug.2006 to
Nov.2009
TEAMLEADER, 2008 to 2009
Provided telephone, online customer service/support within high-volume call
centers (handling an average of 95 calls/internet inquiries daily), and
culminating responsibility for coordinating all office functions and
supervising a team of ten administrative professionals.
Key Duties:
. Confer with customers by telephone or in person to provide information
about products or services, take or enter orders, cancel accounts, or
obtain details of complaints.
. Keep records of customer interactions or transactions, recording
details of inquiries, complaints, or comments, as well as actions
taken.
. Check to ensure that appropriate changes were made to resolve
customers' problems.
. Determine charges for services requested, collect deposits or
payments, or arrange for billing.
. Refer unresolved customer grievances to designated departments for
further investigation.
. Review insurance policy terms to determine whether a particular loss
is covered by insurance.
. Contact customers to respond to inquiries or to notify them of claim
investigation results or any planned adjustments.
. Resolve customers' service or billing complaints by performing
activities such as exchanging merchandise, refunding money, or
adjusting bills.
. Compare disputed merchandise with original requisitions and
information from invoices and prepare invoices for returned goods.
. Obtain and examine all relevant information to assess validity of
complaints and to determine possible causes, such as extreme weather
conditions that could cause interruption of services.
UNITED STATES ARMY RESERVES, Winterville, NC Aug. 2004 to Aug.
2012
HUMAN RESOURCES SPECIALIST, 2004 to 2012
Responsible for maintaining personnel records for enlisted soldiers and
officers. This includes medical records, evaluation reports and promotions.
Key Duties:
. Process, verify, and maintain personnel related documentation,
including staffing, recruitment, training, grievances, performance
evaluations, classifications, and employee leaves of absence.
. Explain company personnel policies, benefits, and procedures to
employees or job applicants.
. Record data for each employee, including such information as
addresses, weekly earnings, absences, amount of sales or production,
supervisory reports on performance, and dates of and reasons for
terminations.
. Gather personnel records from other departments or employees.
. Examine employee files to answer inquiries and provide information for
personnel actions.
. Answer questions regarding examinations, eligibility, salaries,
benefits, and other pertinent information.
. Compile and prepare reports and documents pertaining to personnel
activities.
. Request information from law enforcement officials, previous
employers, and other references to determine applicants' employment
acceptability.
. Process and review employment applications to evaluate qualifications
or eligibility of applicants.
. Arrange for advertising or posting of job vacancies, and notify
eligible workers of position availability.
COASTAL COMMUNITY ACTION, New Bern, NC Jan. 2003 to
July 2004
POC TEACHER, 2003 to 2004
Designed a structure of learning that provided for success in the
activities appropriate to the maturity, interest and abilities of students.
Key Duties:
. Maintain a safe play environment.
. Dress children and change diapers.
. Observe and monitor children's play activities.
. Communicate with children's parents or guardians about daily
activities, behaviors, and related issues.
. Sanitize toys and play equipment.
. Keep records on individual children, including daily observations and
information about activities, meals served, and medications
administered.
. Support children's emotional and social development, encouraging
understanding of others and positive self-concepts.
. Identify signs of emotional or developmental problems in children and
bring them to parents' or guardians' attention.
. Assist in preparing food and serving meals and refreshments to
children.
. Instruct children in health and personal habits, such as eating,
resting, and toilet habits.
STYLES 4 U, New Bern, NC Dec. 1997 to May 2005
RECEPTIONIST
Demonstrated proficiencies in telephone and front-desk reception within a
high-volume environment; as well as Calmed upset/angry customers and
rapidly solved problems and rebuilt client trust to prevent the loss of a
client.
Key Duties:
. Operate telephone switchboard to answer, screen, or forward calls,
providing information, taking messages, or scheduling appointments.
. Greet persons entering establishment, determine nature and purpose of
visit, and direct or escort them to specific destinations.
. Transmit information or documents to customers, using computer, mail,
or facsimile machine.
. Hear and resolve complaints from customers or the public.
. Perform administrative support tasks, such as proofreading,
transcribing handwritten information, or operating calculators or
computers to work with pay records, invoices, balance sheets, or other
documents.
. File and maintain records.
. Provide information about establishment, such as location of
departments or offices, employees within the organization, or services
provided.
. Collect, sort, distribute, or prepare mail, messages, or courier
deliveries.
. Process and prepare memos, correspondence, travel vouchers, or other
documents.
. Receive payment and record receipts for services.
Education
CRAVEN COUMMUNITY COLLEGE, New Bern, NC 2003
Associate in Arts (AA); pre-major Psychology
NEW BERN HIGH SCHOOL, New Bern, NC 2001
General Education
Awards
. Leadership Award Embarq 2009
. Top Sales Embarq 2009/2008/2007
. QA Call Award Embarq 2009/2008
. Attendance/Adherence Award Embarq 2008/2007
. Leadership Award US Army Reserves 2007
. Honorable Discharge US Army 2012
References
Available upon request
Contact this candidate