Customer Service Manager

Shelli Ritto

***** ***** ***, ******** **, ***** 951-***-**** ******@*******.***

OBJECTIVE: To work for a company where my experience and professional

work ethic can assist in achieving company goals and client

satisfaction.

EXPERIENCE: Mass Connections, Inc. Sales and Marketing, Cerritos, CA

(February 1999 to 2009)

Process Analyst Managaer

. Conducted department assessments to ensure productivity,

identified gaps, and provided recommendations for improvement

. Created/reviewed company policies and procedures; ISO 9000

Auditor

. Conducted company meetings and department training

Human Resource Training Manager

. Oversee all new hire and company training

. Managed new account associates

. Assisted HR VP in recruiting, interviewing and quarterly

reviews

Senior Regional Manager

. Day-to-Day functions and processing as needed, including agency

and managed retail business communications

. Assist agencies with ensuring client satisfaction, execution,

timely reporting, invoicing, communication and quality event

personnel

. Set-up of national programs in non-managed retailers

. Lead trainer - maintain regional manager training procedures

and processes

Sam's Club, Riverside CA, (January 1998 to February 1999)

Front End Supervisor

. Supervised customer service desk and cashiers

. Created work schedules

. Handled customer complaints

T & J Sausage, Anaheim CA, (September 1995 to January 1998)

Sales Representative

. Scheduled appointments with distributors and conducted cold

calls

. Processed orders and deliveries

. Conducted event marketing promotions at all client grand

openings

First Interstate Bank, Santa Fe Springs, CA, (June 1992 to August 1995)

Customer Service

. Provided customers with professional customer service

. Responded to customer inquiries

. Researched customer complaints

. Department trainer

EDUCATION: Fullerton Junior College 1990 - 1992; Business Education

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