Manager Customer Service
Resume:
Laurie Parks-Williams
Columbus, Ohio 43209
Profile
Business Operation Manager/Human Resource Professional with several
years of solid experience in positions of considerable responsibility.
Strong organizational development experience, excellent management
capabilities, public relations, departmental liaison, novice Spanish
language, and human relations skills.
Areas of Expertise
. Operations and Transitional Management/Safety
. Social Work/Government Contract & Legal Services
. Diversity and Leadership
. International Import/Export Administration
. Hazardous Material/Dangerous Goods
. HR/Personnel and Employee Benefit Compensation
. Excellent Written/Verbal Communication Skills
. Development of Policies & Procedures
. Recruiting/Team Building and Leadership Training
. Budget Control/Operation Forecast and Expense
. Exceptional Organizational Skills
. Payroll and Management Accounting
. Client Relations/Needs Assessments of Clients
. Time Management/Operation Planning
Professional Experience
MEMPHIS SHELBY COUNTY GOVERNMENT - JUVENILE COURT,
MEMPHIS TN
10/00 - 06/09
Program Administrative Specialist/Court Mediator/Case Manager
Responsible for counseling clients, computing child support obligation
and arrearage for projected and past-due support.
. Strong knowledge of Tennessee Child Support Laws and Guidelines.
. Adept at resolving conflicts and building relationships.
. Negotiated financial settlements for actions taken by State
Attorneys.
. Displayed effective communication/interpersonal skills; interact
positively with a wide range of people and
established relationships based on respect.
. Interviewed and provided customer service to child support clients.
. Developed Operation Procedures Manual for the Administrative Appeals.
. Represented the Child Support Agency during Administrative hearings.
. Troubleshoot and made program adjustments to the State Child Support
Computer Systems.
. Drafted legal documents for the Department of Human Services and the
Juvenile Court Child Support Division.
. Counseled clients on child support guidelines and policies and
procedures.
. Worked as the Department Lead for the Administrative Appeal Division.
OTHER RELEVANT Experience
CHILDREN'S WORLD, MEMPHIS, TN
02/00 - 09/00
Education Coordinator
Provided teachers and teacher assistants with adequate levels of
observation, feedback and supervision to promote developmentally
appropriate teaching practices. Provide training and technical
assistance to teaching staff.
. Monitored teaching staff to see that they meet and exceed performance
standards.
. Assisted in the implementation of policies and procedures.
FEDEX CORPORATION, MEMPHIS, TN
10/85 - 09/99
Service Control and Hub Operations Manager
Responsible for overseeing and supervising the day-to-day operation of
the hub to provide the best possible service to the customers through
timely and safe movement of parcels, in accordance with company
policies and procedures.
. Interviewed, recruited, and staffed personnel.
. Experienced in Operational Engineering and Managing Budget Control.
Laurie Parks-Williams
Page 2
. Trained, mentored and supervised up to 46 employees. Experienced in
Project Management, Six Sigma and
Transitional Management.
. Conducted meetings to communicate values, strategies, and objectives,
and assign accountabilities; planned,
monitored, and appraised job results; developed a climate for offering
information and opinions.
. Completed all required paperwork, records, and documents such as
inventories, maintenance reports, and quality
checks.
. Ensured compliance with all safety and work rules for FAA
Regulations, and the maintenance of airport
housekeeping standards.
. Motivated employees to maximize productivity and potential through
reward & recognition programs.
. Supervised call center, mailroom services, and the aircraft/trucking
services for the container sort operation.
. Utilized Microsoft Word, Excel and PowerPoint to perform
Administrative duties.
. Promoted positive attitude, integrity, and diversity within the
workgroup.
. Utilized impeccable leadership and management skills.
. Managed budget accounts for equipment and operation expense.
EDUCATION
UNIVERSITY OF PHOENIX, MEMPHIS, TN
2008
MA/MBA - Business Administration
LEMOYNE OWEN COLLEGE, MEMPHIS, TN
1991
Bachelors of Arts; Major: Political Science
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