Customer Service Management

William ROBINSON

**** ********* **. *******, ** 321-***-****

*******.************@*****.***

Objective

To work in an environment that will allow me to use my skills,

knowledge and leadership experience to assist in achieving

organizational goals.

Skills Profile

Experienced manager with expertise in human relations and

project management.

Excellent organizational, leadership and time management

skills.

A proven and verifiable background in staff recruitment and

retention.

Superb oral and written communication.

Knowledge of Federal and State Employment Laws.

Committed to ethical and quality performance with an ability to

learn new procedures quickly.

Greenbelt Six Sigma Certified.

Employment History

Enrollment Counselor, University of Phoenix 2/10/2008 -

1/29/2010

Orlando, FL

Manage the campus recruitment process and admissions

activities.

Ensure admissions staff meets campus admissions goals and

objectives.

Responsible for advising undergraduate and graduate students

regarding admissions and degree completion requirements, as

well as enrolling students for the University's graduate,

undergraduate and certificate programs.

Customer Service Rep., Walgreens Customer 8/4/2007 -

Care Center 2/8/2008

Orlando, FL

Enroll new clients in Walgreens Mail service plans and assist

in the approval of customer prior authorizations; working

closely with Pharmacist, Insurance Benefits and Accounting

departments of Walgreens Health Initiative.

Answer patient and pharmacy calls quickly and provide accurate

information while providing exceptional customer service.

Management Trainee, CINTAS 2/21/2005 -

8/1/2007

Orlando, FL

Responsible for recruiting, orienting, training and supervising

40 staff, was able to reduce staff turnover from 43% to 13% by

improving employee morale, staff training, professional

development and mid level management coaching.

Develop and Evaluate Service Sales Representatives to assure

that their individual performance meet the requirements of

their job description and goals.

Established training programs for staff in regard to all

aspects of workplace performance and professional development.

Guest Services Supervisor, Hampton Inn 12/20/2004 -

Maingate 1/28/2005

Kissimmee, FL

Oversee the daily operations of the Front desk Department.

Respond to guest special requests, needs, problems, issues, and

concerns, and accommodating groups to ensure optimal levels of

satisfaction and repeat business.

Ensure procedures are followed and proper controls are in place

to minimize losses and expenses and maximize profit.

Education

University of Phoenix

December 2007- March 2009

Masters of Business Administration, Healthcare Management

Concentration

Orlando, FL

Bethune-Cookman University

August 1997- May 2002

B.A. Hospitality Management/Business Administration

Daytona Beach, FL

ACTIVITIES

Coordinator, FSU, Father's Stepping Up Program, Orlando, FL

Coordinator, Teen Outreach Program, Haines City, FL

Member, Kappa Alpha Psi Fraternity Inc.

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