Customer Service Manager

Jeri Brewster, PHR

**** ** **** ****** #***, Fort Lauderdale, Florida 33308

954-***-**** ************@***.***

HUMAN RESOURCE MANAGEMENT

Accomplished, competent, centered, and positive professional with over 20

years of Human Resource and Customer Service management experience. Skilled

at ethically balancing the needs of employees and management. Effective

communicator with a track record of discretion, trust and fairness.

Dedicated to continued improvement and innovation in leadership,

teambuilding and communication. Organized multi-tasker and forward-thinking

team player who employs a proactive management style focused on business

success.

Core Strengths:

Employee Relations Organization Leadership

Talent Acquisition Teambuilding Succession

Planning

Customer Service Oral & Written Communication Strategic

Planning

Benefit Administration Project Planning & Execution

Training & Development

Human Resource Manager 1999 to Present

Business Cards Tomorrow - Pompano Beach, FL

Business Cards Tomorrow is a wholesale for the trade printer. BCT's are

independently owned and operated franchises.

Oversees the whole scope of BCT programs meeting all strategic objectives.

Provides skilled assistance to the Owner in all phases of benefit and

personnel management.

> Draft and implement standard operating procedures for all talent

management: sourcing, interviewing, testing and on-boarding

. Reducing company's turnover by 75%

> Work with senior management designing and supporting clear and

uniform processes for employee evaluation, job descriptions and

other BCT manuals and procedures

. Improving overall efficiency by 100%

> Monitor and ensure compliance with federal and state requirements

by studying news and existing legislation. Advise management on

needed actions

. Minimizing company risk by ensuring 100% compliance

> Manage the evaluation, planning and administration of health and

retirement programs

. Reduce costs through meticulous recordkeeping

. Yearly reevaluation of current company plans to ensure

premiums are in line company budget

Customer Service Manager 1986 to 1999

Corporate Express/Staples - Miami, Florida

Corporate Express a Buhrmann Company was one of the largest business-to-

business suppliers of office and computer products. In July 2008 Corporate

Express was acquired by Staples.

Managed all aspects of the customer service operations. Directed team of

34 customer service representatives and data entry operators processing

over 4,000 commercial and national accounts of the $18M South Florida

facility.

Jeri Brewster ************@***.*** 954-***-****

Page 2

Customer Service Manager

Corporate Express/Staples - Miami, Florida

> Successfully integrated 3 acquired companies into 1 business unit

. Improved service levels by 95%

> Set up and continual development of team environment

. 4 teams with 6 customer service representatives and 1

data entry per team, 2 supervisors and floaters

. Increased employee morale during difficult

transition

> Instrumental in design and floor plans of new call center in North

Miami facility with ACD (automatic call distribution) system

. Successfully processed 900 calls per day

. Ensured staying within acceptable limits of performance

metrics

> Insured salaries were both internally equitable as well as

compatible with local industry standards

. Stayed in compliance with all state regulations

> Special Projects as directed by Area Division President

. Met 60 day time frame training schedule of 15 sales

representatives and 10 customer service representatives

for new software system

EDUCATION

April 2006 Certificate in Human Resources from Florida Atlantic University

Miami-Dade Community College, North Campus - AS Degree

PROFESSIONAL AFFILIATIONS

Member, Society for Human Resource Management (SHRM), current member

Certified Professional in Human Resources (PHR), Human Resource

Certification Institute (HRCI), 2006

COMPUTER SKILLS

Proficient in Microsoft Office: Word/Excel/PowerPoint/Outlook

ADDITIONAL EXPERIENCE

Weight Watchers of Greater Miami Inc., Weigher & Receptionist 2002 -

current

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