Customer Service Manager
Resume:
Kristine Cravener
South Daytona, Florida 32119
Objective: To secure a leadership position in the field of
administrative management.
Education: University of Central Florida, Bachelor of Science Degree,
Elementary Education, May 1998, UCF GPA 3.877, Education
Specialization GPA 4.0
Daytona Beach Community College, Associate of Arts
Degree, May 1996
Employment History:
disAbility Solutions for Independent Living, Inc., 119 S. Palmetto Ave.,
Suite 180, Daytona Beach, FL
Position: Director of Operations
Responsibilities:
. Created administrative and human resource policies and procedures.
. Maintained personnel files and benefit records.
. Developed presentations for various seminars and exhibits.
. Designed brochures and fliers for marketing and public relations
purposes.
. Updated and Maintained the website for the agency.
. Assisted the Executive Director with scheduling, travel, board
information.
. Authorized all supply orders and placed them on an as needed basis.
. Maintained all databases, including, consumers, donors and business
contacts.
. Performed federal grant requests to fulfill payroll.
. Processed all walk-ins, acting as a case manager.
. Assisted with case management in information and referral and research
for consumers.
. Acted as the first point of contact for all business relationships.
. Organized all administrative filing systems, both hard and soft
copies.
. Managed non-case management volunteers.
ARC Physical Therapy and Pain Center, 1200 Granada Blvd, Ormond Bch, FL
Position: Patient Relations and Marketing Manager
Responsibilities:
. Supervised the front desk operations.
. Developed customer service policies.
. Performed the recruiting and hiring process for front desk along with
training.
. Performed closings, negotiate payment plans and schedule patient
treatment plans.
. Tracked patient progress.
. Developed multiple spreadsheets for statistical analysis.
. Interviewed patients and wrote patient testimonials to be printed in
local publications.
. Created Print Ads, Newsletters, Brochures and Information Booklets for
publication.
. Introduced local doctors with a self developed PowerPoint presentation
of our services.
. Coordinated various public seminars.
Jive Network, 420 Fentress Blvd, Daytona Beach, Florida
Position: Customer Service Manager
Responsibilities:
. Developed training materials for customer service reps.
. Conducted focus groups for training in problem solving and conflict
resolution.
. Created Quality Assessment tools for analyzing training needs and
employee performance.
. Monitored incoming customer service calls and performed employee
evaluation consultations.
. Developed reporting for production analysis and established quotas and
expectations for customer service.
. Communicated with various departments; IT, Accounting, HR, to provide
optimum customer service.
. Performed recruiting and hiring measurements for potential new
employees.
International WebMedia, 140 S Beach St, Daytona Beach, Florida
Position: Vacation Property Manager
Responsibilities:
. Booked weekly vacation homes via internet/email inquiries and
telephone inquiries.
. Updated online postings of properties managed on a variety of travel
portal websites.
. Acted as the primary contact for all guests in vacation homes.
. Acted as the primary contact for all owners of homes.
. Scheduled repairs and maintenance for homes.
. Collected all rental monies and prepared monthly state and county
taxes.
. Created and maintained accounting system for each home owner.
. Generated leads to acquire vacation properties to grow client base.
Travel Service Network, 231 Riverside Drive, Holly Hill, Florida
Position: Administrative Manager
Responsibilities:
. Performed all Accounts Payable duties.
. Completed Payroll and Sales Commissions on a weekly basis.
. Maintained and updated budgets on a weekly, monthly and quarterly
basis.
. Managed Administrative departments including, data entry, reception
and human resources.
. Supervised and organized the Customer Service Department.
. Handled all managerial problem solving for the Customer Service
Department.
. Provided all training for customer service representatives.
. Generated production reports.
. Created presentations and scripts.
. Developed administrative policies and procedures.
Teleperformance USA, 444 Seabreeze Blvd, Daytona Beach, Florida
Position: Call Center Site General Manager
Responsibilities:
. Managed a 60 seat call center, supervised the day to day operations.
. Oversaw the recruiting, training, operations and administration
departments within the center.
. Insured the completion of project goals relevant to client
expectations.
. Communicated project progression daily with clients, showing problem
solving skills, initiative, articulation and customer service skills.
. Analyzed sales and performance data information.
. Developed procedures and policies to modify and improve performance.
. Created motivational programs
Position: Account Manager
Responsibilities:
. Managed and maintained four accounts and programs.
. Acted as a point of contact between Teleperformance USA departments
and clients.
. Provided clients with written and verbal information regarding
telemarketing results, reporting and quality on a daily basis.
. Interfaced with appropriate departments of Teleperformance USA via
written and verbal communication relating to the current status of all
campaigns.
. Delegated changes and updates from the clients to the proper
departments.
. Qualified programs and approved production.
. Generated management reports, daily, weekly and monthly.
Position: Executive Administrator
Responsibilities:
. Provided administrative support for the Executive Management team.
. Produced documents and spreadsheets for Management Reports.
. Developed PowerPoint presentations for Sales Executives.
. Maintained Management Calendar schedules using MS Outlook.
. Organized Client visits and Executive Management conferences and
meetings.
. Planned travel arrangements for executives.
Employment Associated Skills:
Knowledge and Mastery of:
Microsoft Word and Works, Microsoft Excel, Microsoft PowerPoint, Microsoft
Publisher, Microsoft Outlook
Working Knowledge of:
Microsoft Access, QuickBooks
Contact this candidate