Customer Service Sales

ANNA M. SHAW

Auburn, WA *****

253-***-**** (H) - 253-***-**** (C)

**********@*******.***

CAREER SUMMARY

Over fifteen years of comprehensive business and operations management experience, with an emphasis on customer service, human resources,

administrative, and fiscal management.

PROFESSIONAL HIGHLIGHTS

HUMAN RESOURCES GENERALIST

SKOOKUM CONTRACT SERVICES October 2009 – July 2011

Since 1988, Skookum has helped people with all types of disabilities join the workforce by providing critical services to business and government.

With a workforce of 600 people at more than a dozen locations including 8 major military installations, Skookum delivers critical logistics, facilities

maintenance and public works services to customers.

• Provided customer service and support in counseling managers, supervisors, and employees regarding applicable human resource laws,

rules, and policies. Daily guidance in complex issues including employee complaints, allegations, grievances, warnings, terminations,

promotions and performance reviews.

• Conducted employee investigations, and recommended appropriate actions to take in resolving such matters.

• Responsible in managing and administering unemployment claims, FMLA, ADA, USERRA, STD and State leave programs.

• Conducted new employee orientations.

• Participated in employment/recruitment activities.

• Maintained and updated HRIS records and employee personnel files to ensure compliance of state and federal regulations.

• Administered employee health, welfare and retirement plans company-wide. Benefit programs included: 401 (k) Retirement Plan,

medical/dental, vision, life, short-term disability and flexible spending accounts. Participated in the facilitation of annual open enrollment

meetings. Acted as liaison between employees, insurance providers and to resolve benefit related problems.

• Responsible for reportable accident drug screening program and coordinated applicant drug screens.

• Member of Society for Human Resource Management (SHRM). Completed course work training in, Situational Leadership, Franklin

Covey’s Inspiring Trust, The 4 Roles of Leadership, HR Investigations, Mental Health First Aid, and The FMLA Act.

CUSTOMER SERVICE MANAGER

GACO WESTERN LLC., May 2008 – May 2009

Gaco Western has developed and manufactured the highest quality roofing, decking, and waterproofing systems in the industry, with an extensive

product line and commitment to quality.

• Directed, managed and supported all aspects of Customer Service functions for the Seattle, WA, and Waukesha, WI, locations.

• Oversight of all operations and deliverables associated with the Customer Care Program.

• Developed strategies and implemented support programs for the sales leaders to meet company’s objectives and goals.

• Evaluated on-going needs for customer service systems.

• Participated in employment/recruitment activities.

• Managed sales order flow and fulfillment process of the production of literature and product samples.

• Established high service standards and creates metrics to measure performance and monitor productivity.

• Analyzed and improved operating procedures, policies and departmental processes.

• Handled inventory management of external warehouses.

• Partnered with manufacturing, sales and other departments to ensure operational excellence.

• Provided direction and coaching for the customer service staff professional development.

CUSTOMER SERVICE DIRECTOR

SOURCE WINDOWING COVERINGS INC. February 2007 – May 2008

A MANUFACTURER AND SERVICE BASED COMPANY OF CUSTOM WINDOW COVERING PRODUCTS IN PROVIDING QUALITY SERVICE TO DIRECT AND INDIRECT CUSTOMERS.

• Directed and managed customer service department in a service and sales environment.

• Managed processes to fulfill sales orders via internet and general correspondences.

• Designed and developed in-house training programs.

• Managed telephone system and software.

• Responsible for recruitment of quality employees.

• Coached, mentored and managed performance and productivity with employees.

• Developed and delivered progressive discipline process.

• Responsible for customer relations both internal and external.

DIRECTOR OF OPERATIONS

WASHINGTON STATE YOUTH SOCCER ASSOCIATION November 2002 – November 2005

An educational /athletic organization that serves as the state governing body for organized youth soccer and provides membership services to over

125,000 players between the ages of 5-19 and their families.

• Effectively managed the administrative day- to- day operations, and all WSYSA programs.

• Managed and administered human resource functions in payroll, employee hiring/terminations, employee benefits, corrective action,

training, coaching, development, new employee orientations, and performance evaluations of employees.

• Managed customer relations to ensure member satisfaction.

• Responsible for the creation and management of a Single Source Database for the WSYSA membership.

• Responsible for creating and implementing quality standards, policies and procedures.

• Managed accounting in expense control, cash flow, and forecasting of fiscal year budget analysis.

• Provided oversight of the WSYSA’s five handbook publications and monthly newsprint publication, Play On!

• Assisted various key members of US Youth Soccer (WSYSA's national governing body) in state compliance of national programs,

networking efforts, and on-going marketing objectives.

• Planned and coordinated annual events.

• Evaluated and negotiated vendor contracts/services.

• Participated in annual educational courses in, Administrative Management, Risk Management, Business Insurance, and Marketing.

CALL CENTER MANAGER/DISPATCH

AAA OF WASHINGTON/INLAND April 1999 – November 2002

AAA Washington/Inland a member services organization providing premier automotive, travel, insurance, financial and public service

programs.

• Managed a 100+ seat inbound call center in a multi-diverse business line environment.

• Consolidated and implemented three mini-call centers into one cohesive call center environment.

• Implemented and managed a new technology solution in telecommunications and call center management software.

• Responsible for facilitating new and efficient business strategies dealing with emergency roadside service, membership sales, and leisure

travel sales and services.

• Monitored all software telephone communications, database, radio equipment, and GPS systems for quality purposes.

• Responsible for forecasting call center’s fiscal budget analysis of overhead expenses.

• Supervised an integral team of dispatchers and AAA contract stations for emergency roadside service in a cost-effective manner.

• Evaluated and restructured call center employee job descriptions and salary scale to ensure retention of employees.

• Responsible for human resource management in recruiting, training, mentoring, and development of employee training programs.

• Managed service levels and quality standards to provide optimal customer service.

• Completed Leadership Training Seminars in Professional Coaching Skills, The Sales Agent in all of Us, The Leader in Each of Us, The

Basic Principles of a Collaborative Workplace, Influencing for Win-Win Outcomes, Coaching Bringing out the Best in Others, Facilitator

Training, and Human Relations training.

EDUCATION: High School Diploma: Hazen High School, Renton, Washington.

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