Customer Service Manager

Personal Details

NAME: Maria Woodward

ADDRESS: ***** ********** *****, ******** ** 80132

MOBILE: 719-***-****

LICENCE: Current Colorado Drivers License & U.S. Resident

Employment History

February 2008 - April 2011

Office Manager

TruGreen

Full-time

Duties

( Supervised/managed 12 Customer Service Representatives in a Call

Center environment by preparing work assignments and schedules,

monitoring and evaluating staff performance, conducting

performance reviews and corrective actions

( Enter all payroll hours and finalize payroll for all employees

using AS400

( Discuss payroll issues/concerns and all Human Resources

questions with employees

( Monitor the status of opening positions and ensure that the

positions are posted and closed accurately

( Interview, review, hire and advise job applicants of success or

failure of their application

( Reviews human resource administration functions for the branch

to ensure proper administrative practices and

compliance with applicable law and assisted with unemployment

claims

( Analyses and organizes office operations and procedures such as

flow of correspondence, filing, requisition of

supplies, payroll, personnel files, information management and

filing systems

( Complete E-Verify on all new hires within 3 days of their

employment

( Complete drug screen test, MVR and Criminal background checks on

all prospective hires

( Resolve any conflict/issues and escalated complaints and

disputes around various customer service issues and save our

customers from cancelling

( Complete multiple tasks as it is a high pressure/fast paced

environment as daily work load changes constantly

( Responsible for all training, coaching and counselling of

administration staff and overseeing daily activities of the

reception area

( Organize & monitor work schedules for staff & provide staff with

guidance in handling difficult/complex problems

( Demonstrated ability to lead by example and guide, direct and

motivate staff

( Conduct real-time phone monitoring to ensure quality standards

are consistently met and provide immediate

feedback to associates to enhance call quality and increase

productivity levels

( Responsible for all invoices and accounts including daily

meetings with the Accounts Receivable clerk

( Daily and weekly meetings with Customer Retention Supervisor,

Customer Service Rep's and AR Clerk by developing and lead an

effective team that proactively retains Tru Green customers and

effectively communicates the benefits of Tru Green products and

services.

( Maintain contact with customers and outside vendors

( Evaluates office production, revises procedures, or devises new

processes to improve efficiency of workflow

( Formulates procedures for systematic retention, protection,

retrieval, transfer and disposal of records

( Prepare activities reports for guidance of management, reviews

financials and assist the branch manager with

forecasting and labour review

( Consolidates regional reports for Region VP

( Monitors accounts receivable and accounts payable

activities/function to ensure accuracy and goals are achieved

( Collects and compiles data to identify opportunities for service

improvement

( Assist in developing annual budget and re-forecasts

( Evaluate performance, make salary recommendations and administer

discipline consistent with company policy

( Support and deliver training where required to support business

growth and excellence

May 2006 - Nov 2007

Administration and Recruitment Manager

G-Force - Staffing Solutions Recruitment Agency

Full-time

Duties

( Interview, review, hire and advise job applicants of success or

failure of their application

( Monitor the status of opening positions and ensure that the

positions are posted and closed accurately

( Reviews human resources administration functions for the branch

to ensure proper administrative practices and

compliance with applicable law

( Check references and suitability of applicants before referral

to employers

( Prepare resumes and correspondence to forward to employers in

respect of suitable applicants

( Selection process of new staff and training of staff

( Arrange interviews with employers for applicants

( Discuss recruitment policies with superiors to ensure

effectiveness of selection techniques & recruitment programs

. Actively canvass employers for vacancies and refer suitable

clients

( Identify and analyse organisation's strengths and weaknesses and

respond to opportunities in the market place

Employment History Cont...

July 2004 - May 2006

Job Search Trainer/Administration Manager

G-Force - Staffing Solutions Recruitment Agency

Full-time

Duties

( Interview Job Seeker's looking for work and record

relevant personal and work details

( Receive and record job vacancy information from employers,

including details

such as duties involved, work conditions, hours, pay and any

experience needed

and training that is available

( Interview job seekers and prepare short lists of candidates for

referral to

prospective employers

( Provide applicants with information about the job including

hours, pay, tasks, responsibilities and working conditions

( Check references and suitability of applicants before referral

to employers

( Prepare resumes and correspondence to forward to employers in

respect of suitable applicants

( Arrange interviews with employers for applicants

( Advise job applicants of success or failure of their application

( Advise job seekers regarding personal presentation at interviews

and about their written

applications and resumes

( Answer enquiries from employers and job seekers about the

consultancy's services and provide information on current job

vacancies

( Assist with marketing duties designed to increase the client

base, including visiting employers to discuss consultancy

service and assess working conditions

( Discuss recruitment policies with superiors to ensure

effectiveness of selection techniques and recruitment programs

( Arrange appropriate training in job skills

Jan 2000 - June 2004

Office Manager

Geelong Adult Training & Education Inc.

Full-time

Duties

( Developed new procedures to cope with the administration of a

new previously

undefined position

( Attend to visitors and answer telephone inquiries from students

and customers

( Operate a range of office machines such as photocopiers,

computers and faxes

( Provide information to assists students and customers

and refer them to appropriate contacts

( Liaise with other organisations and community groups

( Monitor enrolments and make decisions about the viability of

individual classes to proceed on a database

( Record appropriate statistical information with a great

attention for detail

( Determine feasibility of the running of a course

( Selection and recruitment of staff and arrange salary payment

for staff

( Interview and select suitable participants for courses

( Provide guidance to students in their choice of course to take

in their studies

( Contribute to the effective operation of the organisation

through active participation in meetings and professional

development

( Responsible for the maintenance of student files with strictest

confidence

Apr 1994 - Dec 1999

Office Manager/Enrolment Manager

Deakin University

Full-time

Duties

( To provide detailed course information and advice to current and

prospective

students for the Undergraduate and Graduate program

( Perform reception duties, which include responding to enquiries

by students

and staff in person and by telephone

( Provide information to assist students and customers and refer

them to appropriate contacts

( Provide accurate and helpful information to the public in

consultation with the

Executive Officer, Program Managers and other staff

( Assist teaching staff in the preparation of teaching materials &

record appropriate statistical information

( Provide administrative support to all program managers and other

administrative staff and to assist program managers with

typing, word

processing and photocopying tasks when required

( Authorised officer to process enrolments, re-enrolments and

variations

Education

2007 Certificate in Food Handling

2006 Course in Negotiation and Crisis Intervention-Basic & Advanced

2005 Certificate IV in Assessment & Workplace Training

2005 Course in Australian Quality Training Framework - Standards for

Registered

Training Organisations (Auditing Requirements)

2005 Course in Managing Conflict in the Workplace

2005 Course in Conflict Resolution

2005 Workplace First Aid - Level II

2005 Course in On-Line Training

2005 Course in Exceptional Customer Service

2002 - 2003 Certificate III & IV in Business (Office Administration)

1996 - 1997 Bachelor of Commerce (Withdrawn)

Deakin University

1990 - 1993 Associate Diploma in Accounting

Gordon Technical College

1984 - 1989 Year 7 -Year 12 (Victorian Certificate of Education)

North Geelong High School

Demonstrated Skills & Abilities

Communication skills:

( Liaised with other staff members

( Excellent communication skills (both written and oral)

( Excellent client rapport/liaison

Administrative/Computer Skills:

( Literate on IBM PC (compatible)

( Versatile in clerical matters

( User of Word for Windows

( Proficient in the use of the AS400 database system

( Proficient user of EXCEL

( Full knowledge of Standard Equation Editor (Maths package)

( Record and analyse data proficiently

( Obtained a certificate in the use of PowerPoint

Supervision skills:

( Able to work with minimum supervision

( Supervised and delegated responsibility to staff members

( Trained staff members in various operations

( Mediated between people on various matters

Additional Skills:

( Able to analyse and interpret information

( Ability to handle several tasks/projects

( Able to work as part of a team

( Ability to adapt to new situations and new environments

( Excellent client liaison

( Multi-Lingual Croatian

personal qualities

( Team player

( Deal extremely well under a busy and high pressure environment

( Complete multiple tasks as it is a high pressure environment and

daily work load changes constantly

( Liaison and networking skills

( Sensitivity to the needs of a diverse range of clients

( Extremely well organised

( Co-operative/team participant

( Conscientious and highly motivated

( Flexible & innovative

( Reliant and punctual

( Willing and reliable person that uses initiative to gain results

Referees

Professional:

Mr Greg McMillen

Former Tru Green Employee

Branch Manager

Telephone: 720-***-****

Karen Monroe

Colorado Capital Bank

Business and Loan Manager

Telephone: 719-***-****

Tom Zwirlein

University of Colorado-Colorado Springs

Finance Professor

Telephone: 719-***-****

Contact this candidate