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Customer Service Manager

Location:
Ellenton, FL, 34222
Posted:
November 14, 2010

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Resume:

Linda C. Lambert

*** ******* *****, ********, ** 34222, Home: 941-***-****, Cellular 386-631-

****, ***** **** 386-***-****, *********@********.**.***

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Summary

Resourceful, analytical and detail-driven individual with capabilities in

completing multiple projects with competing deadlines. Aggressive in

identifying and resolving inefficient operational processes. Strong team

member, able to motivate crews to achieve optimal production rates while

maintaining high safety methods and practices. Reliable follow-through

skills, fulfilling all administrative requirements. Clear communicator,

both oral and written. Interpersonal skills, interface effectively with

coworkers, management and customers. Excels in unpredictable and hectic

environments. 2 years experience as a manager directing and coordinating

engineering testing operations and fieldwork for a company with multiple

locations, in addition to project management expertise over a 2-year time.

Overall management experience includes estimating and scheduling projects,

reviewing bid proposals, negotiating contracts, managing equipment

inventory and a fleet of vehicles, determining appropriate equipment for

projects, overseeing maintenance of equipment, controlling expenditures,

and maintaining quality control. Over 20 years experience in planning,

organization development, general and administrative management. Recognized

team building, mentoring and leadership skills. Experienced in facilitating

change in a workforce to support reengineering initiatives and meet

organizational operating, financial and quality objectives. Ability to

write and implement efficient work schedules, policies, programs and

procedures. Demonstrated talent for recruiting, interviewing, hiring,

directing and supervising staff. Purchasing Manager with a 20-year career

with experience in management, purchasing and procurement, materials

planning and development, contract administration, vendor negotiations,

inventory, and customer relations.

. Microsoft Word . IM Connect . Typing 77wpm

. Microsoft Excel . JDEdwards . FL Notary

Public

. Microsoft Access . Card Manager Plus . AP and AR

. Microsoft PowerPoint . FDOT Lims . Customer Service

. Microsoft Outlook . FDEP Oculus . P-Card

. AS400 Accounting . Sci-Net . FL Records Mgmt

. Quicken . Sharepoint . Inventory/MRP

. Quick Books . Gov Max . HR and Payroll

Areas of Expertise

. Implementation of work order system for scheduling engineering field

technicians. More organized, tracking capability of technician and

reconciliation with timesheet, vehicle GPS and monthly fleet gas

purchases to ensure compliance with job requirements and cost savings.

. Time studies for each step of product manufacturing to ensure timely

completion of product and forecast products produced per month.

. Organization of large file systems in format for easy location of

files when needed and clean up of all files within systems to be in

chronological order and by project or work order for easier access of

information within files.

. Set up of computer network for three retail stores and accounting

software to track customer accounts, activity on account and monthly

invoices.

. Excellent customer service skills.

. Software knowledge, the ability to learn new software and to train

others in software applications in terms that are clear and

understandable.

Experience

Submitter

Aug 2, 2010

to Present

Gould and Lamb

Bradenton, FL

Reviews MSA Submission Case Files for all appropriate documents such as

Medical Records, Claims Payments, Medication Listings, HIPAA Release Forms

etc. for submission of Medicare Set Asides. Checks all documents for

accuracy, correct dates etc. Reformats all documents into pdf files

according to company protocol. Corresponds with Insurance Adjusters,

Defense and Plaintiff Attorneys, Structured Settlement Brokers etc. to

obtain documents necessary to submit cases to CMS. Uses COB automated

system to search for claimant's eligibility and entitlement for Medicare.

Completes all necessary documents for submission, copies to CD ensuring all

documents are in proper format for CMS. Uses proprietary software database

to accomplish tasks in a timely manner. Logs all activities performed into

database for tracking purposes.

Secretary IV May 2010 to Jul 2010

State of Florida, 18th Judicial Court Sanford, FL 32772

Secretary supporting (2) Assistant State Attorneys in the Misdemeanor

Division. Prepares documents of all types and checks for accuracy in

preparation for attorney's trial cases - arraignments, pre-trial hearings,

trials, violations of probation etc. Keeps files logged in at all times of

physical location in STAC system. Prepares subpoenas, letters of

continuations etc., per motions filed by defense attorneys. Files all

documents in appropriate file and location. Picks up daily mail and takes

appropriate action. Uses Clerk site to verify docket information when

necessary. Answers phones and assists customers calling in pertaining to

their specific case. Other duties as needed by attorneys and other

secretarial staff. (Relocation due to husband's employment.)

Assistant Manager April 2009 to Dec 2009

Signs By Tomorrow Silver Spring, MD

First point of contact by telephone, e-mail and over the counter sales in a

company that manufactures signs of all types. Customers include Government

- Federal and Local, Private Schools, High Schools, Universities and

Colleges, Military, Private Sector and all types of individual consumers.

. Presents estimates to customers via front counter, fax, or e-mail per

their job specifications.

. Offers suggestions on appropriate materials and graphic designs for

customer sign requirements.

. Makes bank deposits, manages Quickbooks, Payroll, AR, AP, Customer

Service, Purchasing and petty cash.

. Holds production meetings and supervises production in Manager's

absence.

. Files electronically and hard copy all work orders and customer

information.

. Establishes policies and procedures for efficiency and productivity

in overall operation of store front.

. Presents finished product to customer in person, by delivery, or

shipping methods. Meets critical deadlines when necessary.

Staff Assistant Jan 2007 to Mar 2009

Seminole County Sanford, FL

Administratively manages the Seminole County, Department of Public Safety,

Petroleum Storage Tanks Bureau office. This is a Florida Department of

Environmental Protection (FDEP) grant funded dept located within Seminole

County Government that's purpose is to regulate and inspect all petroleum

underground storage tanks (USTs), and above ground storage tanks (ASTs) for

compliance and clean-up of contaminated sites according to the Florida

Administrative Code (F.A.C.). This position reports to the P.E./Program

Manager and assists and supports the Manager, (3) Site Managers and (2)

Compliance Inspectors.

. Prepares correspondence, work orders, invoices and reports. Keeps

tracking logs on all correspondence issued or received into the dept.

Maintains excel spreadsheets for invoice spending, incoming and outgoing

mail logs, deliverable reports and any other correspondence generated by

the dept. Meets strict deadlines set by FDEP for deliverable reports,

inspection, and enforcement letters.

. Bi-weekly department payroll for Program Manager, Site Managers, and

Inspectors.

. Responds to all public information requests within the guidelines set

forth in the Florida Public Records Law and acts as Records Custodian for

the department. Searches state databases, county records and Property

Appraisers database as necessary to provide answers to public requests.

Documents all such requests and forwards to Community Information

Department.

. Maintains large filing system of all projects. Updates FDEP Computer

System (Oculus) on all documents received and issued.

. Operates all types of office equipment and can perform minor repairs.

Uses all types of software programs to accomplish these tasks.

. Issues purchase orders and/or requisitions for office supplies to

trucks in accordance with county government regulations, sets up new

vendors and verify funds are available as budgeted.

. Registers employees for seminars, classes, and conferences, making

all travel arrangements, registrations, rental cars, hotels, etc.

Prepares per diem and travel expense paperwork.

. Interfaces with all levels of county and state management (including

Board of Commissioners), vendors, contractors, engineering companies and

the public. Provides superior customer service.

. Schedules meetings and events to include catering and decorating.

Monitors Board of Commissioners meetings and reports noteworthy news to

Manager.

Operations Manager Construction Services Sep 2003 to Jan 2007

Universal Engineering Sciences Inc. South Daytona, FL

Manages Construction Services Department to include Administrative Staff,

Field Testing Technicians, Lab Manager and Lab Personnel totaling

approximately 22. This department is responsible for all field testing

(compaction tests, concrete testing, soils tests) on residential housing,

commercial building and FDOT road projects.

. Prepares proposals for FDOT roadway projects (I-95, I-4, SR44, SR40),

residential housing development projects, large high rise condominium

projects, schools and churches as per client specifications. Negotiate

contracts and attends pre-construction meetings with contractors,

engineers and municipalities.

. Issues daily work orders for each field technician including job

location, type of testing, and show up time.

. Reviews all reports, documentation and test results prepared by

administrative staff for accuracy before forwarding to Branch

Manager/P.E. for signature and seal.

. Tracks employees PTO time, licenses and certifications, gives reviews

and suggests pay increases. Determines disciplinary actions and

terminations if necessary. Addresses any harassment, wage or benefits

issues with employees and management.

. Generates daily and monthly invoices for all jobs performed in this

department. Performs month end close out and is responsible for correct

billing to clients (approximate billing between 3.5 and 4.8 million per

year). Forecasts total monthly invoices each month for budgeting

purposes to corporate office. Receives payments from clients and posts

properly to account.

. Purchases all equipment for concrete and soil field testing,

vehicles, vehicle parts, office supplies, laboratory supplies and safety

equipment. Meets and approves vendors and their facilities.

. Provides excellent customer service to all clients, engineers,

contractors, vendors and municipalities. Provides solutions to issues

and complaints.

. Reconciles employee timesheets, GPS and fleet gas invoices for

accuracy.

. Maintains fleet of 41 vehicles to include installation of safety

devices, applications of company and DOT decals, repairs and towing

services.

President May 1992 to Aug 2003

PageAll of Southern Md Inc. Hollywood, MD

Creation and development of a small retail operation reselling paging and

cellular services to consumers, businesses, municipalities and federal

government. This includes location of retail sites; build out construction

of retail sites, Purchasing, Human Resources, Accounts Payable, Accounts

Receivable, Inventory Control, Marketing, Customer Service, Technical

Repair and Programming of Pagers and Cellular Phones.

. Researched real estate locations, negotiated leases, interior design

and layout, hiring and scheduling trades for build outs.

. Created and installed computer network for 3 storefronts. Evaluated

software packages for use in accounting. Purchasing all inventory to

maintain forecasted sales. Worked closely with Verizon Wireless, Nextel

and Motorola to assure on time delivery of products and accessory items.

. Accounts Receivable - Once a month invoice preparation ensuring 100%

accuracy on invoices. Approximate invoices per month 10,000 customers at

peak of operation. Post payments from in store, mailings and website.

Accounts Payable - Maintained Quick Books for all business

transactions. Dispersed checks after reconciliation of vendor

statements.

. Human Resources - Hire, evaluate, and terminate employees. Maintain

employee files and train all employees in policies and procedures of the

company. Manage 3 - 5 clerical employees and 1 pager technician.

. Customer Service - Very heavy face to face customer service as well

as telephone customer service to support customer base. Creation of

policies and procedures for providing the best customer service possible.

. Marketing - Storefronts to include all window displays. Maintain

inventory of literature on each pager and phone type kept in stock.

Attend monthly meetings with vendors for new product information and

promotions. Design of advertisements for newspaper ads, flyers etc.

Assisted in design of company website. Heavily involved with the

community by way of sponsorships.

. 1994-2001 - Sponsored late model dirt track race team, operating as a

separate business. Created, manufactured and applied decals for the race

car using flexi-sign software and vinyl cutting equipment. Created

flyers to promote team, purchased radio electronics, driver's suit

(designed too), tools, tires, fuel etc.

Office Manager June 1990 to Oct 1993

Ultimate Homes & Remodeling Inc Hollywood, MD

Administratively managed small home building operation. Purchasing,

Marketing, Accounting, Payroll etc. Assist builder with house plan

blueprints and take offs. Maintained tool inventory and replacement parts.

Knowledge of home building from site clearing to certificate of occupancy.

Working relationship with contractors, builders, engineers, etc. (Part

time)

Inventory Control Manager Jan 1990 to May 1992

PageNet of Washington Inc College Park, MD

Creation and development of Inventory Department for new major paging

carrier providing paging service and repairs to consumers, businesses,

municipalities and federal government. Heavy Customer Service, Purchasing

(Motorola), Accounts Payable, Pager Repair and Inventory Control. Monthly

reconciliation of indirect sales personnel equipment and reports to

corporate on budgeted vs. sales, forecasted sales, in house inventory and

pager repairs. Programming and trouble shooting of all pagers in service.

Supervision of 6 employees.

See below 1973 to 1989

Various Various

Employed by Federal Government, Federal Government Contractors (7 years

total), small start up manufacturer of car wash controllers (1 year total),

and a large manufacturer of deep fat fryers distributing to McDonalds,

Wendys, Burger Kings, etc. (7 years total).

. Employed by Federal Government at the Naval Ordnance Laboratory in

Silver Spring, MD - held secret clearance - trained to produce printed

circuit boards for classified electronic equipment for ships and

submarines. Drawing of schematics for final production including

complete Bills of Material.

. Held positions with Federal Government contractors at Department of

Energy, Germantown, MD; Naval Air Systems Command, Crystal City, VA; and

Barksdale AFB, Bossier City, LA. Held positions as Purchasing Agent and

Secretary. Managed inventory and purchasing operations for Computer

Technical Support Department at DOE. Maintained all replacement parts

for repairs of facility computer equipment. Evaluated vendors, processed

contracts and bid awards. Interacted with all levels of government.

. Positions as Secretary - NASC - Assisted 12 retired Naval Officers in

their duties. Heavy phones and interaction with the agency. Typing

reports, producing presentations and arranging travel. At Barksdale AFB

assisted two officers at the Naval Air Reserve Unit. Typing, answering

phones, purchasing supplies, warehouse and inventory control. Tracking

of all reserve personnel and scheduling of weekend drills.

. Frymaster - large manufacturer of deep fat fryers. Supervisor of

Electronics Assembly and Draftsman. Produced from engineering schematics

printed circuit boards for prototype computers and controllers for

fryers. Assembled prototype units for testing purposes, compiled Bills

of Material and input into MRP system.

. Produced final assembly drawings, fabricated parts and instructions

for release to manufacturing plant for production.

. Layout of electronics assembly area, purchasing of all equipment for

facility, set up of antistatic room, test equipment, warehouse, test

ovens and packaging areas. Conducted time tests for standards on each

product for costs, budgeting, and work order input.

. Purchasing all electronic components for production, entering BOM

into MRP system and using JIT policies for inventory control. Vendor

assessments, price negotiations, blanket purchase orders, etc.

Interacted daily with Engineering, Sales, and Model Shop.

. Supervision of 13 assembly personnel to include HR info, setting

policies, procedures and pay scale for department. Hiring, Evaluations,

Disciplinary Actions, and Terminations. Assisted personnel and resolved

issues with insurance, vacation, sick leave etc.

Education

H.S. Diploma, Business Administration 1972

Potomac High School Oxon Hill, MD

Accelerated program to graduate a year early.

Additional Skills

. Familiar with FDOT LIMS and FDOT Road and Bridge Regulations

. Familiar with AASHTO, ASTM, CTQP and ACI

. Familiar with UST and AST Compliance Rules

. Familiar with International Code Council Building Codes and Florida

Principals and Practices

. Flexi-Sign Software

. Weatherbug Software

Licenses

. Notary Public, State of Florida, 2007 to 2011 License # DD0724636

Honors

. September Employee of the Month, Seminole County, Department of

Public Safety, 2007

Training Certificates

. Industry Training Program, State of Louisiana

. Retention Marketing, Motorola

. Pager Test Training Course, Ramsey Electronics

. Basic Supervision for Women, Keye Productivity Center

. Image and Self Projection, CareerTrack

. 63 Hour Pre-Licensing Course, Bob Fritze School of Real Estate

. Safety Orientation, Seminole County

. An Introduction, FEMA, IS-00700, National Incident Management System

(NIMS)

. Introduction to the Incident Command System IS-00100, National

Incident Management System (NIMS)

. Word 2003 Level II, Seminole County

. Excel Level I and II, Seminole County

. Records Management, Seminole County/State of Florida

. Time Management, Padgett-Thompson

. Bullet Proof Customer Service, Crestcom

. 4 Week Training - Consultative Approach to Selling - Verizon

Wireless

. MS Office 2007 Specialist Certification, Microsoft 2007 Office Suite.

In Progress through web based Skillport

References

James B. Russell, P.E., Sanford, FL 407-***-****

Robert Durant, CHMM, Sanford, FL 407-***-****

Mandy Preston Nanjemoy, MD 703-***-****



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