Customer Service Management

Stephen Groff

*** ******* ****** ***** *****, IL 60554

PHONE: 630-***-**** EMAIL: abhk6e@r.postjobfree.com

JUNIOR LEVEL MANAGER CAPITALIZING ON PROVEN ABILITIES IN BUILDING AND

STRENGTHENING RELATIONSHIPS BY OVERCOMING CULTURAL COMMUNICATION AND

ABSORBING LOCAL CUSTOMS TO PRODUCE RESULTS. SKILLED IN PRESENTING

INFORMATION TO INDIVIDUALS AND GROUPS THAT ACHIEVE MAXIMUM EFFECT.

PARTICULARLY EFFECTIVE IN ADAPTING TO CHANGING WORK ENVIRONMENTS WITH A

NATURAL APTITUDE IN LEARNING COMPLEX LANGUAGES, INCLUDING MANDARIN CHINESE,

TO ATTAIN CORPORATE GOALS. FOUR YEARS OF BUSINESS EXPERIENCE INCLUDING

PROFESSIONAL EXPERIENCE IN HUMAN AND CUSTOMER SERVICES INCLUDING LEADERSHIP

ROLES ABROAD REFLECTING EXCEPTIONAL SKILLS IN GROUP DEVELOPMENT AND

CULTURAL ADAPTATION.

Competencies

. Microsoft Office products. Possesses a strong aptitude for technical

applications with respects to Information Technology and Software

Applications.

. Legal invoice processing, client liaison.

. Database management, spreadsheet creation and development, graphics,

analysis and the presentation of information gathered.

. Inventory specialist, as well as direct experience with Inventory

Database Management.

. Consulting (Yangzhou University English Language Program), facing

problems, drafting ideas and presenting.

. Cost savings analysis and presentation, financial reporting.

. Creation and revision and implementation of Standard Operating

Procedures in Employee Handbook

. Ability to teach, experience giving daily presentations to large

groups, lead training for small groups.

. Supervision of events, including conferences, conventions, personal

events such as weddings, etc.

. Supervision of up to 15 employees and oversight of community

facilities at times exceeding 1,000 patrons.

. Strong knowledge of International cultural values and ethics.

. Strong desire to achieve goals, meet deadlines.

. Organizationally structured for time management and setting

priorities.

. Shows great competency in leadership roles.

Education

Kansas State University, Manhattan, KS

Bachelor of Science in Sociology with concentrations in International

Relations and Mandarin Chinese 2006

Professional Experience

Yard Associate, Grounds Keeper

APRIL 2010-DEC 2010

Crestwood Apts, LLC, Cash Lumber & Hardware (Manhattan, KS)

Crestwood Properties - Responsibilities include grounds maintenance,

apartment restoration and maintenance

Cash Lumber & Hardware - Responsibilities include order stocking, filling,

and delivery. Custom order processing lumber sales

Customer Service technical specialist Aug 2008-Apr 2010

Pitney Bowes at Swiss Reinsurance Corporation (Overland Park, KS)

Facilitated in all aspects of customer service functions including

shipping/receiving, records and database management, print/graphic

services, and document imaging. Served as a centralized resource for legal

invoice processing, including liaison for operating firms. Extensive

spreadsheet and database management.

. Created and revised Standard Operating Procedures for Employee

Handbook, with cost savings results.

. Spreadsheet Database Creation and Management, Service Center Inventory

Management.

. Completed over 100 hours of training in Management, Customer Service,

and Safety.

. Recognized twice for Customer Service Excellence, nine times by Pitney

Bowes Staff for Service Excellence.

Special Projects, warehouse Associate

OCT 2007-Apr 2008

Staffing Solutions at Xpedx Paper (Olathe, KS)

Assisted in the successful completion of a large scale warehouse

reorganization project engineered to streamline Xpedx Paper Company to

maintain current volumes and support future demand. Results included more

efficient and timely order picking solutions, updated safety equipment and

procedures, elimination of overtime, and increased revenue.

. Aided in the restructuring of the warehouse by partnering with Xpedx

operations team to outline daily tasks, set specific goals, and to

approach concerns.

. Exceeded weekly goals by establishing new deadlines resulting in

project completion one week ahead of schedule.

. Collaborated with the operations management team outlining daily

layouts that resulted in a seamless functionality of warehouse

operations in.

Spoken English Instructor

May 2006-Sep 2007

Yangzhou University & Central China Normal University (Yangzhou & Wuhan,

China)

Aided in the reorganization and implementation of spoken English classes

taught at Shu-Ren middle schools as well as Central China Normal University

and Yangzhou University that would stimulate and utilize the students'

knowledge of the English language. Met daily challenges by developing

lesson plans to accommodate each class' knowledge base. Acted as an

outside consultant to Yangzhou University to review and improve current

English Language Program

procedures and methods.

. Consulted with Universities to identifying potential problem areas and

finding the solutions to utilize and produce favorable results.

. Developed action plans to accommodate different skill sets for

individual classes, resulting in added confidence and better spoken

English scores to prepare individuals for future steps in education.

. Assimilated into local Chinese society and learned local cultural

norms and language in order to close the gap between cultures and

facilitate a simpler learning environment.

Banquet Supervisor

Sep 2002-Aug 2005

Lodgian Hotels (Manhattan, KS)

Responsible for organizing 10-15 employees to fulfill banquet order

requests and overseeing the efficient execution of all active events within

the hotel. Collaborated with hotel departments to ensure the success of

client experience.

. Supervision of 10-15 employees and responsible for the creation,

execution of events held within the hotel.

. Responsible for training employees and regularly held individual

meetings to discuss progress and development.

. Collaborated with hotel departments to ensure the success of client

experience.

Facility Supervisor

May 1996-May 2006

City of Manhattan Kansas (Manhattan, KS)

Supervised 5-10 employees at community recreational facilities and served

as the primary point of contact for all patrons and city management.

Responsible for the safe and efficient execution of daily operations

pertaining to customer service, facility maintenance, and financial

reporting. Lead bi-weekly safety training sessions for all employees

ensuring proper use and implementation of certified techniques.

. Supervised site personnel, maintenance, and compliance of established

safety procedures.

. Responsible for site safety and held bi-weekly training courses to

ensure effectiveness of safety procedures.

. Directly involved in over forty patron safety incidents.

Yard Associate, Grounds Keeper

APRIL 2010-DEC 2010

Crestwood Apts, LLC, Cash Lumber & Hardware (Manhattan, KS)

Crestwood Properties - Responsibilities include grounds maintenance,

apartment restoration and maintenance

Cash Lumber & Hardware - Responsibilities include order stocking, filling,

and delivery. Custom order processing lumber sales

Additional Information

Manhattan High School Assistant Swim Coach. 2002-2004

Completed International Student Language Courses in Mandarin, Yangzhou

University. 2006-2007

Completed over 100 hours training in Management, Customer Service, and

Safety. 2008-2010

Asked by Director to give Introduction Address for Shu-Ren Middle School

Recognition Day. 2007

Fork Lift, Reach Truck and Boom Lift Operator. 2007-2008

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