Customer Service Manager
Resume:
Jessica tran-Pang
********@*******.***
Objective
TO OBTAIN A CHALLENGING POSITION UTILIZING EXCELLENT LEADERSHIP, PERSONNEL
MANAGEMENT, AND CUSTOMER SERVICE/CLIENT RELATIONS SKILLS.
Professional Qualifications
BACHELOR OF SCIENCE DEGREE AND HIGHLY MOTIVATED SELF-STARTER WITH 6+ YEARS
OF PROGRESSIVE EXPERIENCE HOLDING KEY HUMAN RESOURCE AND MANAGEMENT
POSITIONS WITHIN A HOSPITAL ADMINISTRATIVE SETTING. RESPECTED AND VALUED
TEAM BUILDER WHO IS ENTHUSIASTIC, OUTGOING, AND MAINTAINS EXEMPLARY
CUSTOMER SERVICE/CLIENT RELATIONS. ADDITIONAL KEYS TO SUCCESS INCLUDE:
> EXCELLENT COMMUNICATION, PRESENTATION, INSTRUCTION, AND PUBLIC SPEAKING
SKILLS.
> Establish and maintain excellent business relationships with staff at
all levels, union and non-union personnel, physicians and nurses,
manager and directors
> Ethical, honest, and multi-task and results oriented.
> Readily accept a challenge, resolve problem situations, and work well
under pressure.
> Computer proficiency in Windows XP and Windows 2000, MS Office Suite
(Word, Excel, and PowerPoint), Lotus Notes, Eexpress, RSS Taleo,
PeopleSoft, Image Now and TIME System.
> CPR certified.
Core Competencies
PROJECT MANAGEMENT
DATABASE ADMINISTRATION
Business Administration
Office/ Personnel Management
Strategic Planning Program
Development
Team Building
Staff Hiring
Customer Service Client Relations
Troubleshooting / Problem Solving
Supervise/Coach/Train
Professional Experience
KAISER SAN FRANCISCO - MANAGER, ENVIRONMENTAL SERVICES (07/2011 - CURRENT)
Manages the 24 hour environmental services operations of a Medical Center
and attached and/or detached Medical Office Buildings. Develops and
implements efficient/productive cleaning methods, supervises 150
environmental services and groundskeeping staff, manages administration of
training programs, customer relations, and budget administration. Work in
partnership with labor to ensure compliance with local contracts. Ensures
compliance with standards and regulations.
Kaiser San Francisco - Supervisor Environmental Services (01/2011 -
07/2011)
Supervise and manage the daily operations of the department (35 employees)
which include quality, adherence to standards, departmental policies and
procedures, and service. Coordinate schedules and conduct employee
training/development to meet established performance goals, teamwork, and
service criteria. Perform rounding with staff, patients, and management to
evaluate/monitor performance, ensure customer satisfaction, and maintain
infection control program compliance. Work in partnership with labor to
ensure compliance with local contracts.
> Lead in the investigation of all charges and allegations.
> Conduct annual performance reviews and disciplinary action on
performance and attendance issues.
> Educate staff on the importance of adherence to human resources
policies and legal and union contract compliance.
> Work with employees who have sustained an injury, illness, or
disability to develop their Temporary Transitional Work programs.
> Implement customer service training to improve HCAHPS and hospital
cleanliness score as a result, in March 2011, we achieve the highest
patient satisfaction scores in the hospital to date.
Kaiser San Francisco - Sr. Staff Assistant to ELRC & Disability Management
(08/2010 - January 2011)
Provided administrative support to Employee & Labor Relations, Disability
Management, and Human Resources, exercising strict confidentiality with
highly sensitive issues. Provided expertise to managers and employees in
resolving HR- related issues. Created weekly and monthly reports for
leadership. Maintained and uploaded case activity for all employee
grievances, injuries, and worker's compensation claims into databases,
which are viewed by Regional leaders on a quarterly basis. Coordinated and
managed ad hoc special projects, including the creation of a case
management database and case filing system as well as the organization of
quarterly claims review meetings and Region-based team projects.
> Assisted in the investigation of charges and allegations.
> Assisted management staff with the application and interpretation of
human resources policies, legal and union contract compliance,
grievance and performance issues, transfers, terminations, and
promotions.
> Worked with employees who have sustained an injury, illness or
disability on their Temporary Transitional Work programs.
> Supervised and provided training for volunteers.
Kaiser San Francisco - Geographic Area Recruiter (11/2007 - 08/2010)
Sourced and recruited qualified candidates for clerical, administrative,
non-licensed positions for the San Francisco Service Area and nurses in the
San Mateo Service Area via networking, cold calling, internet searches,
databases, contact lists, referrals. Advised and served as a resource to
job seekers at community outreach programs, career fairs, and networking
events on career opportunities at Kaiser Permanente. Responsible for the
coordination and presentation of job information and brown bag sessions for
potential candidates, managers, and employees. Managed various projects
related to the applicant tracking system, federal regulations, and
compliance ensuring compliance with OFCCP regulations and other employment
laws. Monitored and tracked trends for recruitment vacancy rates and time
to fill. Led weekly position control meetings with managers and directors
to review current and future positions to fill individual department needs.
Educated and consulted with managers on workforce recruitment and
retention needs. Managed, resolved, and provided continuous support to
employees and managers in relation to all human resources issues. Provided
excellent customer service support and served as a conflict resolution
mediator.
> Achieved a region-wide best 2.7% vacancy rate for nursing positions in
2008 for the San Mateo Service Area.
> Member of a committee assembled to pilot the new RSS Taleo recruitment
tool.
> Responsible for the management of the federal government regulated E-
Verification process for the San Francisco Medical Center.
> Supervised and provided training for assigned staff.
Kaiser San Francisco/San Mateo- Recruitment Coordinator III (1/2005 -
11/2007)
Managed the onboarding for all new hires and transfers. Identified and
sourced for qualified candidates from applicant pool and hiring websites.
Provided supported to three different service areas: GSAA, San Francisco
and San Mateo. Processed background and licensure verifications for
Allied/Behavioral Health and Nursing candidates. Compiled weekly reports
for inpatient departments within the hospital and worked with Staffing to
ensure accuracy of positions. Monitored reports to ensure accurate
reporting of available positions. Worked on special projects and provided
statistical analysis and reports. Managed and coordinated special events
such as local job fairs, meetings and New Grad Group Interview Sessions.
> Implemented New Grad Group Interview Sessions for San Mateo Service
area.
Gateway Inc. - Human Resources Recruitment Consultant, (09/2001- 01/ 2002)
> Responsible for recruiting and sourcing prospective candidates.
Provided full cycle recruitment support to hiring managers. Developed
new and existing business and candidate contacts through networking
and referrals. Developed a recruitment strategy for retention and
hiring for fit. Created and managed the Gateway HR Hiring Template.
Interpreted Human Resources policies and procedures for management.
Promoted company to a targeted group of potential customers, partners,
acquirers and investors through events and community outreach
programs. Supervised and provided training for assigned staff.
Contempo Hair & Nail - General Manager (7/2001 - 1/2005)
Provided leadership, direction, and supervision for 10 employees. Oversaw
daily work functions and enforced all office policies, procedures, and
state regulations. Applied business policies and procedures, motivated and
coached staff, and maintained highest degree of exemplary customer service
and guest relations.
Education & Training
UNIVERSITY OF CALIFORNIA, DAVIS, JUNE 2001, BACHELOR OF SCIENCE
University of Phoenix MBA-Healthcare Administration 2011 Enrollment
Awards & Recognition:
> Certificate of Appreciation for 'Recognition of Diligence and Service
Above and Beyond' (2006)
> Certificate of Excellence for 'Accomplishing 2006 Patient Care
Services Hiring Targets' (2007)
> Performance Award -Vacancy Rate 'achieving the superb result of
vacancy rate' (2008)
> Regional recognition for providing leadership in "Right Work at the
Right Time" implementation (2011)
References
> RON LI, DIRECTOR OF TPC/SAN MATEO RECRUITMENT MANAGER 510-***-****
> Richard Williams, San Francisco Recruitment Manager 510-***-****
> Debra Chin, Pediatrics Manager 415-***-****
> Karl Hickethier, Environmental Services Manager 415-***-****
> Andrea Zamora, Geographic Area Recruiter 707-***-****
> Loretta Lee, Food and Clinical Nutrition Services Manager (415)833-
3863
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