Customer Service Manager
Resume:
Heather M. bakeR
Burlington, KY 41005
**************@*******.***
objective
To use my leadership skills, genuine enthusiasm for providing
service for interal and external customers, and drive to further my
career path.
Qualifications
Recruiter/Lead Recruiter
Experienced Coach
Strong Leadership Skills
Involved in Multiple Launches
Certified Facilitator
Curriculum Organization/Development
Monitoring and Compliance Documentation
QA and 1 on 1 experience
Knowledge of Virtual Environments
Education
SEPT 2006 - PRESENT NORTHERN KENTUCKY UNIVERSITY/STRAYER
KY
Curriculum focused in Leadership and Business Administration.
Aug 1997-May 2001 Conner High School Hebron, KY
Graduated with Honors in the top 10% of the class.
Awarded additional diplomas including the Work Ethic Diploma and
Guaranteed Employability Diploma.
Experience
Oct 2010 - May 2013 Alpine Access Virtual
Senior Talent Acquisition Specialist/Certified Flex
Facilitator/Coach/Team Lead
Recruiting company wide for up to 50 programs in all fields, full
cycle recruiting.
Consistant promotions throughout my time at Alpine have allowed me
to grow and know the business from every aspect.
Actively involved in multiple program launches recruiting, training,
coaching and team lead, including telecommunications, retail, B2B,
credit, collections, medical and many other program types.
Recruited for 1st Canadian based program as well as helped 4 other
programs with their recruiting, including screening, interviewing
both individual and group interviews acting as the lead, hiring, and
paperwork followup.
Responsible for team lead duties such as coaching CCPs through
Quality Assurance monitoring, 1.1 coaching to improve metrics, and
real time Adobe room assistance for multiple programs as well as
Complaince for BRC.
Analyze scorecard data and surveys to help CCPs to meet and exceed
program requirements.
Participate and hold in regular meetings to help improve policy and
procedures with other ATLs and STLs on Intuit. Along with attend
and take notes for weekly Town Hall meeting.
Fulfill requirements to help the program as a whole by monitoring
CMS/RTM, the IS Chat function, and taking supervisor calls as
needed.
Responsible to teaching new hire classes as needed for multiple
programs, including payroll and documentation of the learners
progress.
June 2007 - Oct 2010 Freelance/Temporary
Northern KY
Human Resources Assistant, Clerical, Resume Writing, Call Center
Temporary Positions
Act as HR Manager during the termination and hiring of a new HR
Manager at a facility for 8 months.
Provide support to all employees regarding benefits, payroll, or any
concerns, as well as organizing and administering all employee
recognition programs within multiple companies through freelance and
temporary agencies as needed.
Responsible for interviewing and the new hire process including all
government and corporate paperwork, background checks, drug screens,
profiling assessments, and new hire orientation as a freelancer
recruiter to help open and staff a new local facility.
Clerical duties, such as letter writing, process mapping, and resume
building as contracted.
Worked for client accounts DirecTV Technical support, PBS Donations,
U-Haul Reservations as an at home agent. At DirecTV, I was often
used as a temporary coach in nesting periods.
Sept 2006 - June 2007 Sun Chemical
Cincinnati, OH
Accounts Receivable Specialist
Responsible for processing and applying incoming customer payments
to customer invoices with a primary concern in foreign payments.
Prepare all process mapping and document all procedures within the
department.
Actively involved in training new hires and existing employees in
the launch of SAP.
Administrative duties including meeting minutes, filing, customer
service.
Provide project support for the VP of Finance and team leads.
Aug 2005 - Sept 2006 Grainger
Florence, KY
Customer Service Representative/Safety Coordinator
Customer service responsibilities include counter support, taking
customer orders.
Solely responsible for all showroom merchandising, including all
vendor displays, promotional items and inventory control.
Assigned Branch Safety Coordinator in charge of maintaining all
regulated checklists on all equipment and safety procedures, as well
as posting monthly safety tips.
Aug 2004- Aug 2005 Redwood Rehab Center
Ft. Mitchell, KY
Administrative Assistant to the Director of Adult Services
Customer Service duties including scheduling appointments, handling
phone calls, and direct contact with parents and other agencies.
Clerical duties including filing, faxing, creating and maintaining
files.
Accomplishments include reorganizing all filing systems to provide
better organization and recreating all documents to be professional
and functional.
Provided support to the Director of Adult Services and all programs
within the Adult Services department.
References Available Upon Request
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