Customer Service Manager
Resume:
VALERIE RUMSEY
**** ******* ****** ***** ********* E
Durham, North Carolina 27713
919-***-**** (h)
*********@*******.***
CUSTOMER SERVICE PROFILE
Dedicated professional seeking a challenging, full-time position in a
Customer Service setting with the potential for performance-based
advancement.
Results focused, quality-driven professional with extensive experience in
customer service. Committed to the process of improvement and excellence.
. Customer Relationships Planning/Scheduling Organized
. Problem Resolution Data Entry Detail Oriented
. Training and Development Employee Relations Self-directed
. Quality Management Team Player Excellent People
Skills
RELEVANT
EXPERIENCE
PBM GRAPHICS, Durham, NC 9/2002-12/2005; 3/2009-present
QUALITY INSPECTOR
. Assisted customer service representatives to ensure quality of printed
materials prior to shipment to customers.
. Monitored and generated daily reports using Microsoft Excel
spreadsheets to track daily audit reports and press production status.
. Performed daily calibration and maintenance on X-Rite Denisometer,
Gloss Reader and Scanning instruments to ensure quality and
performance of equipment.
. Performed daily monitoring of temperature and humidity for the entire
plant to ensure quality of airflow.
. Created and maintained a job file database for color density and track
press accuracy on printing materials based on customer's
specifications.
. Oversee press and bindery personnel with special projects that require
quality assurance personnel to monitor customer's materials in real-
time until completion.
. Performed test on new materials for customers and tracked overall
performance in database.
DURHAM REGIONAL HOSIPTAL, Durham, NC 12/2005-2/2009
PATIENT SERVICE ASSOCIATE
. Distribute, process all pull notices and add-ons; process folders/film
requests; make new folders.
. Answer phones and route calls/information as needed.
. Process fax requests/failed faxes.
. Distribute/pick-up film jackets from various departments.
VERIZON NATIONAL MARKET CENTER, Durham, NC 9/2000-8/2001
RESOURCE MANAGEMENT COORDINATOR
. Implemented a mandatory tracking log for employees using
Parent/Teacher Conference Time.
. Developed and distributed performance reports related to call volumes,
answer time and employee attendance.
. Reallocated resources as necessary to ensure maintenance of company's
service level in accordance with established objective.
. Monitored intra-day schedule compliance regarding employee breaks and
lunches.
. Developed and distributed hourly work and vacation schedules.
. Developed and distributed training class schedules based on identified
needs.
. Implemented training tracking matrix to identify employee skill sets.
. Facilitated the scheduling of employees.
GTE NATIONAL OPEN MARKET CENTER, Durham, NC 10/1997-9/2000
CUSTOMER SERVICE REPRESENTATIVE
. Processed customer orders in a timely and efficient manner.
. Answered customer questions and concerns.
. Troubleshoot problems from improperly handled orders.
. Assisted in training newly hired customer service representatives.
. Supported supervisors by working as an acting coordinator when needed.
. Assisted co-workers with processing error-free orders.
. Peer trained and monitored all associated on the pre-assigned and the
coin phone team.
. Aided in data input for the Secured Integrated Gateway System.
KEIMAR ENTERPRISES, INC Durham, NC 9/1994-9/1997
PROJECT COORDINATOR
. Supervised approximately 30 employees in four states.
. Problem solving, issue resolution and trouble shooting.
. Scheduled and maintained all company inspections for cars and school
locations.
. Conducted payroll, accounts payable/receivable, computerized credit
card charges.
. Scheduled all driving course class hours and behind the wheel
training.
. Managed front office.
. Maintained all records for students and adult drivers.
. Provided administrative support for manager and general manager.
. Trained front desk support.
. Made deposits of all cash intake.
PROFESSIONAL DEVELOPMENT
1993 Goodwill Training Program Certification Durham,
NC
1992 JTPA Durham Technical Community College Certification
Durham, NC
6/1979 Wake Forest-Rolesville High School Graduation Wake
Forest, NC
References upon request.
Contact this candidate