Customer Service Manager
Resume:
MELISSA RUST
Indianapolis, IN 46231
Home: ***********@****.*** Cell: 317-***-****
317-***-**** http://www.linkedin.com/in/melissarust
SUMMARY
A results-oriented Customer Service Professional with significant
experience in providing exemplary client support, project management and
day-to-day operational leadership in offices and within administrative
support. Proven proficiencies in customer service, office management,
scheduling, and responding to stakeholders. Excellent leader with
exceptional interpersonal skills and ability to multi-task and manage
conflicting priorities. A self motivator and an innovative thinker,
consistently pursuing new challenges to stretch abilities and expand
knowledge. Proven ability to recruit, train, coach, and motivate talented
professionals as well as assemble teams to win new business, and retain and
expand existing revenue. Remarkably detail-oriented and adaptable to
change. Skilled in:
Time Management Project Excellent Customer Relations
Administration
Inventory Management Office Logistic Calendar Management and
Set-up Scheduling
Internet, Social Networking, Market Research Workflow Management
Media
Performance Feedback and Materials Creating / Editing Reports
Coaching Production
PROFESSIONAL EXPERIENCE
RIGHT MANAGEMENT, Indianapolis, IN
2008 - 2010
World's largest provider of Career Management services with 300 offices
worldwide. A wholly-owned subsidiary of Manpower.
Office Administrator
Liaison for all client and candidate communications and face-to-face
service needs. Communicate regularly with leadership team on conference
calls, monitoring and maintaining project data, activities, and service
delivery. Conduct all necessary research on various subjects related to
market trends including potential employers. Provide detailed reports.
Selected for special projects in the market, as well as within the region.
. Took role of "Director of First Impressions" to the next level.
Appointed as the first point of contact for all outside stakeholders.
Continuously assisted stressed visitors with the wide range of
emotions that are felt with the loss of employment. Promoted sustained
connections by remaining part of their network throughout the process.
. Subject Matter Expert for resume formatting, proof reading and
finalization for entire state including offsite workshops from
executive level to production workforce.
. Generated and promoted monthly class calendar to increase attendance.
Scheduled and coordinated all office events, guest speakers and
attendees. Commended by Regional Leadership on the increase of
attendance within first 90 days of a new service delivery model.
. Facilitated LinkedIn / Social Networking seminars including individual
sessions to teach networking etiquette. Point of contact for social
media venues, updates and networking events.
. Worked across all professional levels and cultures, supporting up to
and including CEOs, Senior VPs and Executive Senior VPs.
. Created correspondence for all internal and external stakeholders to
generate opportunities for employment, continue motivation on action
plans and promote resource sharing. Communicated potential job
offerings, account information and weekly reminders to all
stakeholders.
. Reduced logistic costs by negotiating use of conference room, hotel
and membership rates on a continuing basis.
. Increased attendance in webinars and workshops through providing
individual outreach.
. Nominated by peers for the Green Initiative team and Professional
Development taskforce; two new initiatives supported by Executive
Leadership. Presented survey results to entire Midwest Regional team.
. Elected to moderate and generate discussions surrounding professional
development on company SharePoint site.
. Selected as main point of contact for all aspects of office relocation
and managed transition of offices and personnel of 10+ member staff
with only 48 hours downtime.
. Assigned to a nationwide client to process settlement claims. Serve as
only point of contact for all forms of communication regarding
settlement claims and determining eligibility.
. Prepared workshops, client on-site visits, orientations and class
materials. Tracked attendance.
BRADLEY ROSS LAW, Fishers, IN
2006 - 2008
Specialized in disputing the accuracy of credit reports which can result in
improved credit scores.
Senior Legal Assistant Supervisor
Managed entire client database of over 10,000 clients including periodic
reviews, follow up phone calls and emails in a call center environment.
Maintained individual database of over 1,500 clients. Reviewed incoming
workload and distributed accordingly. Reported directly to the Operations
Manager and the Attorney.
. Utilized excellent strategic planning skills in communication,
planning, training, documenting and executing various projects while
maintaining associates' productivity levels with minimum downtime.
. Maintained an open door policy so employees and customers could
discuss their concerns.
MED - 1 SOLUTIONS, Greenwood, IN
2006
Legal Assistant
Reviewed accounts to verify arrangements were honored. Gathered and
prepared documents for lawsuits on accounts that did not fulfill the
arrangements in a call center environment. Reviewed documents with the
Attorney processed paperwork for lawsuits.
. Responded to callers' account questions and negotiated payment
arrangements. Documented solutions and details.
. Met with client weekly to discuss new accounts and followed up on
existing accounts. Prepared medical liens and filed with the court on
weekly basis.
WAL - MART, Avon, IN
2003 - 2006
Head Customer Service Manager
Managed overall operation of the customer service functions of the store
including money handling, performance and cleanliness. Ensured all
operational activities were consistent and at maximum productivity.
Managed attendance tracking, staffing, and scheduling processes.
. Effectively monitored and managed a staff of >100 people in seven
departments. Responsible for interviewing, hiring, evaluating, and
mentoring.
. Generated and maintained schedules resulting in each department
maintaining adequate coverage while adhering to strict budgets.
. Excelled in building relationships with customers and employees by
continuously providing examples of positive teamwork, and "can do"
attitude by utilizing the "lead by example" mentality.
. Conducted monthly meetings to discuss new ways of attaining goals,
customer reviews, concerns and new policy and procedures.
. Successfully completed new-store operations set-up from the ground up
including initial hiring and training of entire front end staff along
with construction of all customer service areas.
EDUCATION
Currently attending Ivy Tech Community College to obtain B.S. in Social
Work, Indianapolis, IN
Certificate as Legal Assistant, Davenport College, Merrillville, IN
Graduated with honors
AWARDS AND COMMUNITY INVOLVEMENT
Volunteer at New Day (Children of Divorce)
Licensed Foster Parent
First Aid and CPR certified
Coordinated volunteer efforts for Adult &Child HCP Division
Awarded the Inspire Indispensable Partner Award, 2010 at Right Management
Awarded Customer Service Manager of the Month storewide, 2006 at Wal-Mart
Awarded Customer Service Manager of the District, 4th Quarter 2006 at Wal-
Mart
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