Customer Service Manager
Resume:
St.
Hudson, WI *****
jill.willeke@gmai
l.com
Jill Willeke
Objective To obtain an administrative role that demands a wide range of
skills including organizational skills, experience in
multi-cultural relations, exceptional customer service,
computer knowledge, business intelligence and
entrepreneurialism.
Professional 2003-2010 International Mission Board
Experience Podgorica, Montenegro
Ivanovo, Russia
Business Consultant and Mentor
Responsible for lectures and training of young business
executives and university students participating in a
Personal and Professional Development Program. Mentored over
35 students and professionals in one-on-one sessions.
Consulted with local businesses on management principles,
developing E+1 customer service, and marketing plans. E+1
customer service is a concept of providing the customer with
more than they expect so that they are delighted with the
service.
Oriented, supervised and mentored new staff as they
integrated into a new culture. Led them to develop plans of
action and supervised the implementation of the plans
developed.
Adjunct Professor
Developed courses and lectures on Principles of Office
Management for the Ivanovo State Power University. Provided
consultations for professors within the Foreign Language
Department and developed programs for students to improve
their Conversational English Skills.
In the above roles, I helped our team go from 0 student
programs to over 300 students involved in multiple programs.
Evaluation Team
Responsible for evaluating midpoint progress of the Central
and Eastern European Region's progress towards its 10 year
goals. Created surveys, surveyed, collected and analyzed
data from 500 employee units onsite in three different
countries.
Submitted a report to leadership outlining areas that needed
improvement in order to achieve 10 year goals in a timely
fashion. As a result, the company revised its communication
protocols, increased accountability, implemented a mentoring
program, and generated region wide standard monthly reports.
Volunteer Coordinator
Wrote volunteer requests and recruited volunteers to fill the
requests. The number of volunteers increased 125% during 6
years in Russia.
Coordinated all logistics for volunteer international trips
to Russia and Montenegro. Responsible for orientation and
implementation of projects once the team was in country.
Submitted monthly expense reports detailing all expenditures
of projects and balances available for continued work.
1999-2002 Loving Las Vegas
Las Vegas, NV
Office Manger and Publications Specialist
Coordinated and recruited staff and volunteers for non-profit
organization. Organized state wide training events with an
increased attendance of 15% over previous years.
Designed marketing materials for over 125 separate projects
that assisted groups in maximizing attendance at special
events.
Assisted in planning and implementing $1,500,000 advertising
campaign. Organized volunteers and training for 150
volunteers to distribute materials in conjunction with ad
campaign.
1995-2002 The Keefe Center
Henderson, NV
Scheduling and Insurance Specialist
Coordinated surgery schedules for 3 ENT surgeons and obtained
authorizations from insurance agencies which decreased the
time that billing specialists spent in collections. Provided
documentation required by insurance companies in disputes
over payments.
Developed a marketing strategy for the cosmetic side of the
practice that generated on average an additional $10,000 -
$15,000 in monthly revenue.
Assisted where needed in billing, scheduling and collections.
1990-1994 Woodway on the Green Apartments
Ft Worth, TX
Assistant Manager
Responsible for all rent collection and renter/owner
relations for 175 unit property. Successfully brought average
occupancy to above 95%.
Scheduled move-ins and move-outs and supervised maintenance
of all apartments included the remodeling of apartments prior
to new move ins.
Education 1986-1990 Shorter University
Rome, GA
B.S.B.A, Business Administration and Management
Graduated Outstanding Senior in Business Department.
Graduated Magna Cum Lade
1992-1995 S.W. Baptist Theological
Seminary Ft. Worth, TX
Masters of Education in Religion
Other skills MS Office products (Word, Outlook, PowerPoint, Excell,
Publisher), QuickBooks,
Speak Russian and Serbian on an intermediate level
Interests Teaching, reading, basketball, outdoor activities, travel,
photography
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