Manager Customer Service
Resume:
KAITLEN A. O’MAINE
JACKSONVILLE, TX 75766
Phone: 903-***-****
Email: *******.******@*****.***
OBJECTIVE
To obtain a position that can lead to more opportunities for growth in the workplace and further develop a productive
and successful work environment, both inside the workplace and throughout the community.
EDUCATION
2008-2010 University of Phoenix Phoenix, AZ
Bachelor of Science in Management
o Completed degree with a GPA of 3.05
2004-2008 University of Texas at Tyler Tyler, TX
Journalism major, Business Marketing minor
o Relay for Life Committee member
o Founding member of Alpha Chi Omega National Women’s Fraternity at the University
of Texas at Tyler
o Patriot Scholar Scholarship Recipient
WORK EXPERIENCE
6/2011-Present Target – Distribution Center Tyler, TX
Group Leader – Warehouse
o Manage a team of 20-25 Team Members
o Monitor and manage team member performance, including efficiency and
productivity
o Ensure team member productivity is profitable for company
10/2008-6/2011 Stream Global Services Jacksonville, TX
5/2011-6/2011 Operations Team Manager – AT&T Warranty Service
o Managed the Commitment and Post Call Survey Specialty teams of agents
o Responsible for the growth and development of two separate teams of agents
o Developed various project-wide activities to promote a positive and
educational environment
o Assisted with creating various reporting and surveying agent calls and
activities
11/2010-5/2011 Service Delivery Manager
o Acted as the liaison between a specific client and site
o Developed various training programs
o Completed daily and weekly reports for clients on a strict deadline
9/2010-11/2010 Operations Team Manager – Dell Mobility/Interim Site Quality and Training
o Rolled out any new materials or training to all agents in the Dell project
o Acted as Interim Site Quality and Training Manager for all three projects on-
site
o Managed a team of 40 agents at one time
2/2010-9/2010 Classroom Team Manager
o Trained new agents on various information
o Acted as Quality and Training liaison with multiple clients
o Trained existing agents on updated materials
o Organized training schedules for Training Department
4/2009- 2 /2010 Assistant Team Manager
o Supervised a team of agents
o Managed escalated calls
o Helped agents research accounts
10/2008-4/2009 Customer Support Professional
o Handled inbound calls
o Managed customer accounts
o Processed warranty exchanges when necessary
6/2008-11/2008 Beall’s Department Store Jacksonville, TX
Customer service representative
o Greeted customers
o Assisted customers in finding necessary items
o Answered telephones
10/2006-1/2007 Old Grande Bar and Grill Tyler, TX
Hostess
o Greeted customers/seated customers
o Answered telephones
4/2006-8/2006 University Pines Apartment Complex Tyler, TX
Resident Assistant
o Resided over two apartment buildings
o Organized activities for residents
o Office work/leased apartments
VOLUNTEER EXPERIENCE
2003-2008 Relay for Life hosted by the American Cancer Society Jacksonville and Tyler, TX
o Helped raise over $20,000 a year in funds for cancer research
o Organized Relay for Life fundraiser at the University of Texas at Tyler in Spring of
2008
2008 YMCA Jacksonville and Tyler, TX
o Youth (ages 6-8) soccer coach Fall 2008
2006-2008 East Texas Crisis Center Tyler, TX
o Worked with my sorority and helped organize fundraisers for the East Texas Crisis
Center
OTHER SKILLS
Skilled at researching topics, multi-tasking, developing PowerPoint presentations and fluent in all Microsoft
Works/Word applications.
Skilled at finding fun and innovative ways to communicate thoughts and ideas with other people, and
presenting information to large groups.
References Available Upon Request
Contact this candidate