Customer Service Manager

OBJECTIVE: To obtain a position in an organization that will allow me to

utilize my project management/administration, excellent interpersonal,

verbal and written communication/people skills to develop a long standing

relationship/career.

SUMMARY OF QUALIFICATIONS:

* Exhibit excellent interpersonal communication skills; both oral and

written.

* Ability to manage, adapt, and interact with the dynamics from various

personality types/relationships.

* Effective motivator with proven track record of team building moral to

produce determined goals.

* Illustrate invaluable Creative/Critical Thinking, Problem-Solving, and

Decision-Making Skills.

SKILLS:

Thorough knowledge of Microsoft Word, Excel, File Maker Pro, and various

design/layout programs

Windows/Mac platform user proficient

Proficient in managing and completing tasks; from initiating, to following

through, to completion with in schedule and budget

Multi-task oriented and accustomed to working under deadline

Positive and enthusiastic; highly motivated; detail-oriented; team

orientated

Managed teams successful in achieving departmental goals

Beginner/Intermediate conversational Spanish speaking skills

EDUCATION:

University of Massachusetts at Amherst, Amherst, Massachusetts, B.A.,

Communications & Sociology 1999

RELEVANT EXPERIENCE:

Parts Coordinator, American Laundry Distributors, San Antonio, TX (3/12-

10/13)

* Recommend, developed and maintained vendor partnerships with those

suppliers that meet quality requirements and make on time deliveries at the

lowest total cost. Developed and administered a formal feedback system on

vendor performance. Coordinated with clients and other departments to

assure availability of parts and materials to meet schedule while

protecting company assets and minimizing investment in inventory. Placed,

followed-up and expedited orders as required to insure delivery and provide

prompt status information on critical orders and follow-up requests.

Performed daily follow-up and expediting of materials to insure schedule is

maintained. Maintained and developed close relationships with key

suppliers.

NIE Coordinator, NIE Solutions, San Antonio, TX (11/09 - 3/12)

* Secured sponsorship donations from various companies and/or corporations

on behalf of local newspapers for nationwide Newspapers in Education

campaigns. Cultivated relationships with business owners and their

perspective nationwide newspapers to promote the growth of the NIE Program

circulation volume and revenue. Created and managed incentives with

business owners and newspapers to ensure retention in yearly

sponsorship/involvement in the NIE Program. Trained new hires on pitch

control, how to use phone dialer, facsimile, and e-mail correspondences

with potential sponsors.

Production Editor, National Geographic/Hampton Brown School Publishing

Group, San Antonio, TX (4/07- 11/09)

* Monitored and reviewed proofreading of manuscripts. Monitored production

schedules for individual products and impose them across the division,

revising as necessary, to ensure that all products within the portfolio are

produced to schedule. Resolved communication issues between copyeditors

and authors to preserve the production schedule. Executed/managed

production of the products within the portfolio to ensure quality standards

are met, timely delivery is achieved and costs are kept to a minimum.

Coordinated with compositors/vendors to compose proofs and notebooks,

resolving composition problems as they arise. Maintained and developed

production, prepress and peripheral skills. Maintained integrity of

computer systems and databases.

Member Services Supervisor, MyPoints.com, San Francisco, CA (3/05-2/07)

* Supervised a team of 15 Tier 2 contract staff and reported to Member Care

Director. Received escalated phone calls and email messages from Tier 2

Representatives when a supervisor is needed. Conducted performance and

quality audits as needed; directed coordination with outsourced Tier 1

customer service group. Assisted Quality Control department through

replication of support issues in Staging and Production environments

including coordination with cross-functional departments to efficiently

bring known issues to resolution. Monitored Tier 1 (Sify) and Tier 2

outbound email responses for accuracy and provide CSR correction and

guidance as necessary. Trained newly hired Tier 2 contract staff.

Park Personnel, San Francisco, CA

Various short and long-term assignments including:

Office Manager, Alexander & Edwards Publishing Co., San Francisco, CA (5/04-

3/05)

* Managed the daily operations and administrative needs of the company,

including formulating and maintaining general office policies and

procedures. Reviewed, approved, and passed on accounts payables, while

managing the invoicing, accounts receivables, and past due collections for

two different magazines and a quarterly newsletter. Answered multi-lined

switchboard and forwarded calls to appropriate persons and greeted guests

to office and notified appropriate staff. Ordered office supplies and other

purchasing requirements, while maintaining strong vendor relationships and

managing the vendor selection process.

Production Manager, Cedco Publishing Co., San Rafael, CA (2/02-3/04)

* Supervised a team of 3 Production staff and reported to Director of

Production. Managed the budget and production of licensed and new product

manufacturing for over 150 calendars and 50 books per year. Supervised the

entire production process of front list and backlists including case bound

books and calendars, in six different formats: (12", 8", datebooks,

dailies, diaries, and student planners) for two different imprints (Cedco

and Bay Street). Obtained and monitored quoted prices and schedules from

vendors. Created ISBN, EAN, and UPC numbers and barcodes for all Cedco

products. Trafficked color Fuji/Spectrum proofs of calendars and books

through the copy and art departments. Supervised a team two Production

Coordinators and managed freelance designers when needed. Performed

numerous domestic and international press checks for all projects.

Manufacturing Coordinator, Houghton Mifflin Publishing Co. (Adult Trade),

Boston, MA (11/00-9/01)

* Produced new product manufacturing for two different imprints (Houghton

Mifflin and Mariner Books) including casebound books, paperback books,

special sales projects, and audio products (including CDs and cassettes).

Worked closely and attended meetings with publicity, editorial, design,

inventory control, marketing, and sales departments - including special and

international sales to coordinate and plan product design, specifications,

packaging, pricing, quantities, advances, and scheduling.

Manufacturing Associate, Houghton Mifflin Publishing Co. (Juvenile Trade),

Boston, MA (7/00-11/00)

* Responsible for 4-color text, component paper and binding orders of print

products for three different imprints (Houghton Mifflin, Clarion Books, and

Walter Lorraine), including casebound and paperback books. Coordinated with

editorial and inventory control departments to estimate product pricing,

quantities, and scheduling. Called upon previous vendors/printers for

reprint bids to reproduce projects while implementing and maintaining

schedules. Approved all proofing of any editorial, pricing, and copyright

changes made to the projects with vendors/printers.

Administrative Assistant to the Director of Production, Houghton Mifflin

Publishing Co. (Juvenile Trade), Boston, MA (9/99-7/00)

* Co-facilitated the Sub-Rights Department. Ordered titles on film and or

electronic storage for foreign publishers to reproduce titles. Assisted the

director of juvenile production for Clarion, Houghton Mifflin, and Walter

Lorraine imprints and the associate manager of juvenile production for the

Clarion imprint. Contributed to creation and management of the budget for

all children's titles for the Houghton Mifflin, Walter Lorraine, and

Clarion imprints. Responsible for 1 and 2-color text, component paper and

binding orders of print products for these three imprints, including

casebound books and paperback books.

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