Customer Service Manager

JOANNA QUIROS

**** ***** **** ***. ** • Philadelphia, PA 19152 • 215-***-**** • ******.******@*****.***

Highly motivated person with 7 years experience in Client Service Relations. Demonstrated outstanding

skills in customer service, management and training in individual and group settings.

RELEVANT EXPERIENCE

Sales Associate 2006-2007

Burberry, Incorporated Atlantic City, New Jersey

Handled and sold luxury goods, while practicing the highest level of customer service to all clients with the

mission to increase sales and revenue in the Atlantic City area

• Cooperated with other Burberry stores throughout the country to quickly transfer luxury items to and from

the Atlantic City area

• Continuously strived to be the top sales person each week most especially during peak seasons

• Assisted in training new employees as needed so as to consistently execute and surpass Burberry’s

standards with all customers

• Assisted the Visual Merchandising Manager with store and window presentations, showcasing the latest

trends, patterns and classic Burberry styles

SUMMARY OF STRENGTHS AND ACCOMPLISHMENTS

Analyzed current company processes which lead to the design and development of a Standard Operating

Procedures manual for employees outlining the company’s daily functionalities and emphasizing its

mission statement

Identified a means for Korman Communities to save $11,000 per year, per property on food supplies

Managed a staff of 10 employees increasing positive customer service feedback from clients based on

customer surveys

Exhibits strength working individually or in groups to accomplish a common goal

Flawlessly communicates with all levels of upper management and senior level clients to keep them

informed of data pertinent to the success of the business

PROFESSIONAL EXPERIENCE

Client Service Representative 2009-Current

Pharmaceutical Review Services, LLC Egg Harbor Township, New Jersey

Works in conjunction with hospital pharmacies to save on the high cost of medication administered to uninsured patients by

implementing a custom process using manufacturer sponsored programs, with an emphasis on cancer patients

Meets with charity care cancer patients and their families to educate them on obtaining life-

sustaining medication

Operates the process at 4 different hospitals throughout central and southern New Jersey

Developed and oversees the operation for the AtlantiCare Regional Medical Center account,

including their Cancer Care Institute location, creating a new site of business in the southern NJ market

Flexibility in travel and business location allows for easier acquisition of new client, as needed

Marketing and Public Relations Manager 2009-Current

MPD Dining, LLC Berwyn, Pennsylvania

Promotes and advertises high-end catering and event planning services provided by European-trained Private

Chef Michael Dorris

Consulted with various forms of published and online media, advertising the chef in the well-known

Philadelphia magazine

Closed a deal for the Chef’s participation in a short televised holiday cooking skit on CN8 that aired in

November for 4 weeks

Assists the Chef at every event, ensuring consistent quality and timely completion

JOANNA QUIROS page 2

Client Service Manager 2007-2009

Korman Communities Philadelphia, Pennsylvania

Luxury pied-de-terre properties located in various metropolitan areas, accommodating stays of a week or more

Implemented and executed training of in-house software and standard operating procedures, solidifying

communication between all staff members

Built and maintained relationships with vendors and high-profile clients, ensuring quality of service and

future business

Uncovered a way for Korman Communities to save approximately $11,000 per year, per property on food

supplies by switching vendors

COB Team Member 2001-2005

Citigroup, Business Continuity Services New York, New York

Ensures that all segments of the company returns to “business-as-usual” status in the event of a disaster by

backing up and re-routing data to various unaffected sites

Involved in the design, development, and delivery of technology solutions to meet challenging business

demands

Immersed in all facets of project lifestyle development from initial feasibility analysis and conceptual

design through documentation, implementation, and user training/enhancement

Aided in providing a liaison between the auditing team and Managing Directors of the company to make

certain that quality assurance and corrective action plans were in place as needed

Worked in partnership with a wide range of employees/employers at all levels to gain valuable insight,

avoid potential problems and facilitate the timely completion of projects

EDUCATION

Bachelor’s Degree – Biology May 2004

Richard Stockton College of New Jersey

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