Customer Service Manager

* *** ********** **. ● C o r dova, A L ***** ● 2-05-435-**** ● K ****.******@*****.***

Kelly Minor, CPP

Skills and Accomplishments

**** ****** *** ********* ******* Professional Examination (renewed 2008-

2013)

Professional Experience

9/28/09 4/29/10 Wells Fargo Dealer Services, Inc I rving, Texas

Customer Service Representative

• Took heavy incoming call volume while keeping my hold time under 10%

and work time under 2%

• Assisted callers with various questions ranging from simple to complex

• Took payments and entered into proprietary payment system

• Extensive data entry with 100% accuracy

• Assisted customers with website via phone

5/15/00 6/15/09 A utomatic Data Processing, Inc. S acramento, CA/ Dallas, Texas

Time and Labor Management Implementation Specialist

• Implemented ADP EZLaborManager time clocks via teleconference and

GoToAssist with the client

• Set up the web-based client database with employee information via client

specifications (data entry) with 100% accuracy

• Assisted with web-based products PayExpert and PC Payroll for Windows

as needed.

• Ordered department supplies

• Processed payrolls for clients who were unable to, up to 10 clients per

week totaling up to 1000 active employees

• Heavy and extensive call center experience

• Excellent organizational and follow-up skills

• Held the supervisory position of Technical Support Specialist in a heavy

call center environment supporting the representatives on the floor and

took escalated client calls if necessary

• Performed extensive and heavy data entry setting up new clients for

payroll and taking heavy incoming calls

• Processed multi-state payrolls for clients

• Processed garnishments

• Also filled in as a manager if needed

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• Extensive work-from-home experience

4/99 5/12/00 F airmont Rehabilitation Hospital L odi, California

Payroll and Central Supply Clerk

• Processed biweekly payroll for 150 employee skilled nursing facility,

including manual checks and garnishments

• Ordered supplies from multiple vendors and stocked nursing stations for

same facility twice per week in order to keep everything running smoothly

• Performed all front office duties, including filing, new-hire paperwork and

orientation and answering multiple line phones.

• Processed Accounts Payable

11/97 3/99 M arshalls C arlsbad, California

Customer Service Clerk

• Processed customer returns, exchanges and store credits.

• Helped support the Store Manager and Assistant Store Managers with their

duties when closing the store, i.e. closing registers and counting the tills,

locking doors, and answering phones.

• Kept the accessory department in a clean and manageable state throughout

the day.

• At times, also worked in the stockroom and processed the trucks as they

came in and moved the new merchandise to the floor as needed.

Education

Lodi High School, Diploma

Lodi, California

References

References available upon request.

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