Manager Customer Service
Resume:
Denise Campos-Araujo
Owens Cross Roads, AL
35763
********@*****.***
Objective
To work for an organization whose culture fosters an appreciation for
learning, diversity and growth. I am looking for an organization that will
utilize my unique skill set and allow me to grow professionally and
personally.
Qualifications/Skills
. Strong oral and written communication skills
. Outstanding interpersonal skills
. Miscrosoft programs (Word, Excel, Power Point & Outlook) -
intermediate
. eEmpact database-intermediate/advance
. Strong public speaking skills
. Excellent customer service and conflict resolution skills
. Excellent supervisory & coaching skills
. Project management experience
. Sensitivity and ability to work well with diverse social, ethnic,
religious and cultural groups and communities
. Experience in handling sensitive and confidential matters
. Resourceful, optimistic, enthusiastic people-person
. Fluent in Spanish
Work History
August 2008 to Present, Automation Personnel Services
Recruiting, applicant screening, interviewing, placing & counseling
employees
Assist Spanish speaking clients
Strive to ensure customer's needs are taken care in a timely manner
Maintains accountability for new business, employee records, and
accurately reports all administrative adjustments and information to
immediate supervisor
Review timecards & payroll
Work in a fast pace environment
Answer phones & data entry (40 WPM)
Assist Manager with handing out checks
Other duties as assigned
2007 to 2008, ECE Supervisor, Crystal Stairs, Inc.
. Planning and implementing major projects that require collaboration
with diverse groups and coordination of their interests and resources
. Knowledge of California's public and private child care services
systems
. Conducting community outreach and working with varied stakeholders
. Communicate clearly in written and verbal form
. Organize and manage a large-scale, multi-task project
. Train, coach, and mentor staff and clients
. Sensitivity to and ability to work well with diverse ethnic and
cultural groups
. Work with ECE Manager to plan develop, and administer a new, County
-wide project
. Organize and facilitate activities of a Steering Committee
representing key stakeholders in child care capacity development
. Conduct community outreach efforts to recruit and inform participants
and develop resources
. Design, implement and monitor workshops, training programs, on-site
services, and other technical assistance offered to participants
. Coordinate special training and services provided by the Steering
Committee to appropriate program participants
. Develop a system for tracking and documenting the progress of program
participants and the project as a whole for process and outcome
evaluation
. Manage daily operations of the project
. Supervise support staff member(s)
. Secure and monitor the services provided by consultants and trainers
. Coordinate the expenditures of resources allocated to the project and
monitor expenditures in relation to budget projections
. Prepare information for timely submission of invoices and progress
reports to Low Income Investment Fund Affordable Building for
Children's Development
. Ensure that necessary records, files, and other materials are
maintained for efficient conduct of business and audit requirements
. Represent the project and create linkages with key constituencies,
financial institutions and small business lenders, community groups,
media and the public
. Work independently and in concert with other staff to meet standards
and practices established by the agency and steering committee
November 2007 to 2008, Sales Associate, Toys R Us
Assist customers with concerns/issues
Assist cashiers with transactions
Provide excellent customer service at Guest Service Desk
Answer calls
Multi-task
Close down cashiers (counting cash)
Assist Managers
2004 to 2007, CDE Program Supervisor, Crystal Stairs, Inc.
Train, coach and mentor staff
Supervision of 9 staff
Work with my team to make sure they are meeting department standards
. Monitor caseloads and terminations to ensure enrollment flow
consistent with expenditure projections; prepare and submit reports
. Supervise and understand the enrollment/case management process for
CalWORKS Stages 2 & 3, Child Protective Services and all of the
Funding Terms and Conditions from the state of California.
Work with Program assistant Manager and Manager to identify staff
development and training needs; as well as, assist Assistant Manager
and Manager with planning and implementing ways to sustain and
increase program quality
Represent program and agency at conference and/or workshops
2002 - 2004, Program Liaison Unit, Crystal Stairs, Inc.
Manager level position responsible for:
. Development of a new department
. Supervision of 19 staff
. Interdepartmental project management
. Create Policies and Procedures for PLU
. Compose monthly reports and compile statistics
. Assist with developing quality standards for programs
. Create and maintain a system for documenting provider and parent
complaint resolution
. Work with DPSS, CDD, staff of other organizations and Crystal Stairs
management teams to investigate and solve program problems
. Field Visits
1998-2002, Stage 2 Supervisor, Child Care Assistance Program, Crystal
Stairs, Inc.
. Direct supervision of 7 case management and intake staff
. Provide technical assistance to staff
. Coordinated maintenance of program eligibility list and parent
enrollment
. Monitor caseloads and terminations to ensure enrollment flow
consistent with expenditure projections; prepare and submit reports
. Maintain confidentiality when handling sensitive matters
. Liaison between the department and County program funders for audit
reviews
1997-1998, Child Protective Services Program Specialist, Crystal Stairs,
Inc.
Case management of 150 parent files
1993-1997, Supervising Social Worker, Para Los Ni o's
. Assess, formulate and implement case plans for families
. Provide support counseling services and crisis intervention to client
families
. Collaborate with community agencies to ensure extended case management
services
. Responsible for Parenting classes - CICC Parent Educator
. Field Visits
1990-1993, Front Desk, Hilton Hotel
. In charge of check-ins and check-outs for clients
. Run reports
. Assist the clients with any concern and/or questions
. Assist the supervisor
Education
California State University Dominguez Hills
Carson, California
1991-1993, B.A. Human Services California State University Dominguez Hills
California State University Los Angeles
Los Angeles, California
1997-1999, Master's Program
References (Available Upon Request)
Nadiyah Taylor- Consultant for Childhood Education Programs
Blanca Litzinger-Coordinator, Long Beach Unified School District
M. Xochitl Avellan - Assistant Principal, Animo Justice Charter School
Sandra Hernandez - Assistant Manager, Crystal Stairs, Inc.
Tina Esposito - Manager, Crystal Stairs, Inc.
Awards Received
Finalist, Yvette Henry Proper Time Award, 2001
Interests and Activities
Volunteer Special Olympics since 1994
Computer Skills
MS Word, MS Publisher, MS PowerPoint
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