Customer Service Manager

Qualifications Profile

Highly reliable, detail-oriented, and enthusiastic professional with years

of experience in positions that cultivate positive relationships. Equipped

with superior communication skills with a positive, can-do attitude and

genuine compassion for others. Recognized for performance in leading,

training, and motivating cross-functional teams to orchestrate successful

fundraising events. Adept at details that make outstanding presentations.

Excels at multitasking within fast-paced environment and in completing

projects under time and budget constraints. Traveled extensively in Europe,

Africa, the Far East and the Americas; capable of delivering exceptional

service to international high-profile clients. Highly conversant in French,

Italian, and Afrikaans. Proficient in Microsoft Office Suite, including

Access, Excel, PowerPoint and Word, as well as Adobe InDesign.

o Able to relate at any level of social contact and with diverse people

of varied beliefs and backgrounds

o Friendly, personable and approachable individual; able to address

customers' needs to ensure satisfaction

o Resourceful problem solver with proven ability to conceptualize

solutions to deal with challenging situations while maintaining a

professional image

Core Competencies

Superior Oral and Written Project Management and Execution

Communication Strong Organizational Expertise

Leadership and Teambuilding Presentation and Public Speaking

Development Abilities

Deadline-Sensitive Performance Special Events Coordination

Office Administration and Support Travel Itineraries and Meeting

Exceptional Relationship Building Scheduling

Skills

Professional Experience

Manager-Advertising, Promotional & Facility Services

Orthopaedic and Neurological Rehabilitation, Inc. ("ONR") ( Austin, TX 2009-2010

o Supervised three people in a team responsible for assisting facilities

nationwide with administrative needs and arrangement of corporate

travel

o Effectively negotiated with vendors for competitive rates for travel

and general purchasing

o Collaborated closely with Business Development and Recruitment teams in

completing assigned duties, including the production of marketing and

census development materials

o Evaluated promotional opportunities for ONR, and implemented policies

when necessary

o Conducted and organized special events, such as regional meetings and

client relationship functions

Public Relations Assistant/Intern

Phillips & Company ( Austin, TX 2009

o Applied and exercised outstanding communication skills to develop

personal business relationships with media reporters and senior

executives

o Assisted clients in conceptualizing business development strategies

o Edited the compilation of press releases and created target media list

in order to pitch the latest client news

International Service Coordinator/Flight Attendant 1995-2007

British Airways-Worldwide Fleet-Heathrow Airport ( London, UK

o Supervised teams of up to seven flight attendants on international

flights

o Responsible for maintaining consistency in implementation of company

standards for customer service

o Provided high level of assistance to customers; resolved and identified

traveler's complaints and concerns in a friendly and timely manner

o Developed and utilized in depth-knowledge of French and Italian

languages to effectively communicate with travelers

o Received prestigious company award for commitment to service excellence

Other Experience

Office Assistant, Kozmetsky Center of Excellence in Global Finance 2007-2009

-St. Edward's University ( Austin, TX

Customer Service Agent, Alitalia -Heathrow Airport ( London, UK 1990-1995

Personal Care Attendant, Leonard Cheshire Foundation (Non-Profit 1990-1993

Agency) ( UK

Cashier, Chief Cashier's Office, Harrods Department Store ( London, UK 1988-1990

Education

Acquiring Bachelor of Arts in French and Italian( Tulane University, New

Orleans, LA: January 2011 to present

Bachelor of Arts in Organizational Communication (GPA: 4.0) ( St. Edward's

University, Austin, TX: May 2009

Bachelor of Arts in French, Minor in Political Science and Law ( University

of the Witwatersrand, Johannesburg, South Africa: November 1987

Community Involvement

Volunteer Co-Chair/Fundraiser, Dell Children's Hospital- Loop 360-****-****

Circle of Friends ( Austin, TX

< Served as liaison to hospital foundation staff on community-wide

fundraising events and procedures

< Proactively conducted monthly meetings to plan and arrange fundraising

activities

Volunteer Reader/Fundraiser, Recording for the Blind and Dyslexic 2007-2010

(RFB&D) ( Austin, TX

< Prepared audio recordings of textbooks on several subjects for visually

impaired

< Member of RFB&D Ambassador Council -- responsible for providing support

in biannual fundraising drives

Fundraiser, Phonathon-St. Edward's University ( Austin, TX 2007-2009

< Solicited donations for the St. Edward's Fund

< Participated in bi-annual fundraising events

< Designed and implemented fundraising program as well as analyzed

information about potential contributors to develop selling approach

< Facilitated training programs for new student employees on successful

fundraising techniques and strategies

< Managed expenses incurred and contributions received

Awards and Honors

St. Edward's University: Presidential Award, 2009

St. Edward's University: Outstanding New College Graduate, 2009

St. Edward's University: 4.0 Club Member, 2009

British Airways: Award for Customer Service Excellence, 2005

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