Customer Service Manager
Resume:
Blanche H. Brown
Richardson, TX. 75080
*****************@*******.***
OBJECTIVE
To secure a position with a well established organization with a stable
environment that will allow me to maximize my administrative skills
and experience in account management and process improvements
WORK EXPERIENCE AND SKILLS
Bank of America Home Loans/Countrywide Home Loans
Senior Account Manager 2005-2009
Worked as a liaison between internal clients and vendor to ensure product
deliveries and inventory management
Provided logistics reporting to C-level Executives and actively engaged in
the development of comprehensive business models that pursue long-term
value opportunities and relationships
Conceptualized, evaluated, designed and delivered operation strategies
necessary to support projected business growth
Solicited, identified and developed operating process improvement
initiatives to simplify and streamline management of day-to-day business
operations
Developed cost effective deployment plans, in an SAP environment, supported
assigned product groups and ensured all targeted customer service and
inventory levels were met
Supervised phase in/out strategies on asset inventory and product
discontinuations
Forecasted supply vs. demand capacities to identify and prevent service
problems and inventory overstocks thereby facilitating more efficient
production cycles
Communicated any service issues related to stock availability, and
coordinated resolutions, involving central planning appropriately
Documented process and Standard Operating Procedures for future reference
and training opportunities
Executive Assistant 2003-2005
Maintained, organized and scheduled calendars and events
Coordinated travel itineraries, hotel and car reservations and other
related arrangements
Facilitated team building activities for large teams, including special
anniversary and retirement events
Managed Office Supplies with focus on timely and accurate ordering,
receiving, and payment
Ensured Office Equipment is maintained, repaired and safeguarded at all
times
Managed the space requirements for large teams
Tracked, monitored, and updated the department computers and printer
inventory and
Information Requests
Managed the incoming mail and provide inquiry assistance as needed
Managed PO invoice logs, petty cash logs, expense and mileage reports,
check requests, etc.
Human Resources Coordinator 2002-2003
Provided operational, technical and administrative support to the Human
Resources Consumer Markets departments
Processed Offer Letters and Contracts
Negotiated Salaries and Bonus structures
Managed New-Hire and on-boarding paperwork
Performed Background searches
Provided instructional seminars on employee benefits
Excel Communications Inc.
Executive Assistant 1996-2002
Supported several top-level executives with key responsibilities in:
Creating PowerPoint presentations from ideas and concepts provided, with
focus on details, composition and layout
Developed and updated Excel spreadsheets and Word documents as required
Maintained, organized and scheduled calendar
Coordinated travel itineraries, hotel and car reservations and other
related arrangements
Facilitated team building activities for large teams, including special
anniversary and retirement events
Maintained department notebooks with current events and department
activities
Customer Service Manager 1994-1996
Responsible for the day-to-day operations of a team of representatives that
handled customer service inquiries and problems via incoming calls
Ensured representatives provided basic customer service with the objective
of extending contact to sell new or additional products and/or services
Planned, directed, supervised and evaluated work flows
Provided direction to employees according to established policies and
management guidance
Coordinated work activities to achieve the volume expected to meet
operational requirements
DATA APPLICATIONS
Microsoft Office - Word, Excel, Access; Power Point,
Visio, Lotus Notes, Outlook, SABRE, MARSHA, Seagate,
ProClarity, People Soft, Quintus, Turquoise, Taleo and Remedy
EDUCATION & TRAINING
Bachelor of Science in Sociology - Jarvis Christian College
Travel Industry Certification - Int'l Aviation and Travel Academy
Lincoln Humanities and Communication Magnet - High School
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