Manager Customer Service

DIANA GREEN

**** ********* **., *******, ** *****

Home: 734-***-****

CAREER SUMMARY

. Over 15 years of supervisory experience managing all aspects of office

services for mail services, insurance and title companies.

. Four years experience working in a legal environment part-time, for an

attorney.

. Six years supervisory experience working for a medical transcription

company.

. One-year experience as a National Safety Champion, Facilities Manager,

an Environmental Health & Safety Specialist, and an Ergonomist.

SKILLS AND ACCOMPLISHMENTS

MANAGEMENT/PLANNING/ORGANIZATION

. Worked on a "Move Team", assisted with planning, organizing and

setting up vendors.

. Tracked all accident reports of employees injured on the job, within

the workers compensation guidelines and OSHA guidelines.

. Supervised/Managed teams consisting up to 18 full time and 13 part-

time employees.

. Completed staffing analysis' determining number of hours needed based

on volume.

. Maintained excellent rapport with Account Managers and Client, both on-

site and at a national level.

. Wrote and conducted performance appraisals and coached/mentored

individuals.

. Supported employees in meeting customer goals and ensured all work was

performed in a timely, error-free manner.

. Conducted various interviews and made decisions in the hiring process.

. Ordered office supplies and maintained all office equipment and

service logs.

. Commended for being proactive in developing new procedures.

. Analyzed an insurance company and provided General Manager with

documentation offering solutions to better-enhance the site.

TRAINING

. Trained new hires in the "Pitney Bowes Management Services Training

Program".

. Managed a task force to deliver training to an entire Service Center

with successful completion prior to target-date.

. One-on-one meetings with employees to discuss goals, concerns and

cross-training interests.

. Facilitated team meetings.

COMPUTER SKILLS

. HRAccess- an electronic HRIS system

. Proficient in Lotus Notes, Outlook, and Microsoft Office.

ADDITIONAL ACCOMPLISHMENTS AND AWARDS

. Created 17 ideas, of which, 12 were implemented, saving the company

$22,797 per year.

. Identified a $4,000 credit with the phone system.

. Honored in CIGNA's "President's Club", recognized and rewarded for

outstanding performance.

. Honored with PBMS' "Service Leaders Award" while managing a site.

CAREER HISTORY

Pitney Bowes Management Services - Troy, MI (1996 - 2010)

Site Supervisor / Facilities Management Rep. / Environmental Health &

Safety Specialist / Ergonomist / Customer Operations Manager

Letter Perfect Transcription - (1996 - 2002) (Part-Time)

Supervisor

WORKSHOPS/TRAINING

OSHA 10-hour General Industry Training / Ergonomics / Facilitator Training

/ Dynamics of Change: The Human Response / Managing Process Improvement /

Desk Organization/Motion and Time Analysis / Continuous Quality Improvement

/ Coaching People for Impact / Maintaining a Positive Workplace / Modern

Supervisory Practices / Preventing Sexual Harassment / Service Through

People / Customer Service Star / Lead! Training / ISO Training

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