Customer Service Manager

QUALIFICATION HIGHLIGHTS

. Implementation and operation of human resources department resource

systems, with experience in labor relations, developing and

implementing policies and procedures, employee compensation and

benefits administration, payroll, performance evaluations, worker's

compensation, unemployment compensation, recruitment, employee

orientation and providing human resource consultation of supervisors

and managers in management and organizational design.

. Remarkable problem-solving and conflict resolution skills; influential

in maintaining ethical, cultural and diverse working environments.

. Ability to communicate with requests and inquiries and to handle them

in a professional and confidential manner, when necessary.

. Type 70wpm, 10-key by touch, customer service, communication skills,

payroll database experience, HRIS, human resource experience, training

skills

. Solid financial and analytical skills, with emphasis on budgeting and

detailed reporting; broad knowledge of general accounting principles

and practices.

TECHNICAL SKILLS

. Software used People Soft, Prime (Compliance Manager), Internet

Explorer, Microsoft Office, Outlook, Acxiom System, First Net (Bank

Mainframe), Mortgage Loan View, Streetscape.

. Microsoft Office 2000 and XP, Lotus Notes and Epitome.

PROFESSIONAL EXPERIENCE

2007 - Present Spherion Corporation, Memphis, Tennessee

On - Premise Manager

. Coordinated training classes for new hire associates for AT&T

distribution center.

. Processed payroll and assigned appropriate pay rates for field

employees and bill rates for clients within established guidelines.

. Managed 250 associates with a 2.5 million dollar budget

. Staffed over 150 associates in a 6 months time frame for AT&T

. Achieved and Awarded Outstanding Performance for 2009 in Gross Profit

and Expense Dollars

. Recruited and interviewed potential associates for the Memphis

Distribution Center.

. Communicated and coordinated the various aspects of branch operations

required to ensure compliance with all federal, state and local

government laws and guidelines, as well as all Spherion Corporation

policies and procedures.

. Ensured timely completion and submission of business reports as

required.

. Conducted quality control calls and arrival calls on all client

orders.

. Utilize appropriate interpersonal styles and sales methodology to

develop new accounts.

. Conducted client service/public relations calls to established

clients, maintain excellent business relationships; promote client

retention.

. Alerted On-Premise and/or Branch Manager to new sales/business

opportunities

. Utilization of appropriate interpersonal styles and methods in guiding

staff members toward company goals and objectives.

. Recruited, interviewed, evaluated and determined the client's needs on

the placement of appropriately skilled candidates for work

assignments.

. Counseled field employees on company policies and procedures and take

corrective actions, including imposing discipline and recommending

final termination decisions when appropriate

. Conducted new employee orientation and participate in ongoing training

of On-Premise Client Service Representatives.

2006- 2007 Spherion Corporation Memphis, TN

Client Service Specialist

. Coordinated training classes for new hire associates for AT&T

distribution center.

. Processed payroll and assigned appropriate pay rates for field

employees and bill rates for clients within established guidelines.

. Recruited and interviewed potential associates for the Memphis

Distribution Center.

. Communicated and coordinated the various aspects of branch operations

required to ensure compliance with all federal, state and local

government laws and guidelines, as well as all Spherion Corporation

policies and procedures.

. Ensured timely completion and submission of business reports as

required.

. Conducted quality control calls and arrival calls on all client

orders.

. Utilize appropriate interpersonal styles and sales methodology to

develop new accounts.

. Conducted client service/public relations calls to established

clients, maintain excellent business relationships; promote client

retention.

. Alerted On-Premise and/or Branch Manager to new sales/business

opportunities

. Utilization of appropriate interpersonal styles and methods in guiding

staff members toward company goals and objectives.

. Recruited, interviewed, evaluated and determined the client's needs on

the placement of appropriately skilled candidates for work

assignments.

. Counseled field employees on company policies and procedures and take

corrective actions, including imposing discipline and recommending

final termination decisions when appropriate

. Conducted new employee orientation and participate in ongoing training

of On-Premise Client Service Representatives.

2004-2007 D'KAL'S Barber and Beauty Salon Memphis, TN

Nail Technician (Owner CEO)

2001 -2004 First Horizon Bank Memphis, TN

Customer Relations Specialist

. Responsible for all incoming calls from mortgagors concerning mortgage

payments, past due obligations, tax and homeowners' insurance payments.

. Assisted mortgagor with corrections and inquiries on loans responded to

branches and mortgagors in reference to service issues.

. Assist management as needed with training and escalated issues.

2000-2001 Union Planters Bank Memphis, TN

Telephone Banking

Representative

. Successfully answered inquires from banking customers with checking

and savings account issues.

. Processed customer banking transactions researched and analyzed

accounts to resolve issues or errors.

. Answered client inquiries on bank products, services, accounts and

policies; opened new accounts over the phone; promoted cross-selling;

researched and corrected account discrepancies.

1999-2000 Cigna Healthcare Memphis, TN

Customer Service Representative

. Processed and researched claims for medical, dental and flexible

spending. Managed all associates and departmental functions.

. Consistently achieved customer satisfaction by answering inquiries

concerning benefit enrollment, changes and plan coverage.

. Documented information on all claims systems regarding inquiries so

Operations can easily track history.

. Set up reprocessing of claims, claims history review, resolve

eligibility issues and research system errors with appropriate

personnel.

. Maintained the confidentiality of information relating to our members,

providers, clients and contracts. Supported in-team training of new

hires and serve as a mentor.

. Met all department performance standards including but not limited to,

telephone coverage within average speed of answer and abandonment

rate, correspondence days receipts on hand.

. Maintained follow up on previously handled inquires within service

standards.

Education

2007

Crichton College Memphis, TN

Major: Organizational Management

2004-2005

The Beauty Institute Memphis, TN

Major: Nail Technology

Received Certification in Nail Technology

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