Customer Service Manager
Resume:
Rolanda A. Hill
Phone: 832-***-****
Cell: 409-***-****
Email: abkahk@r.postjobfree.com
OBJECTIVE
To obtain a challenging position within a professional environment providing opportunity for growth and
career advancement.
SKILL HIGHLIGHTS
* Highly organized and able to multi-task and effectively prioritize.
*Excellent written communication skills and professional telephone manner.
*Successful track record with responsibility positions and a proven record of dependability .
*Team player with a flexible, ‘can-do’ outlook and readily takes initiative.
*Skillful at processing data and computer information, keeping records, and tabulation .
*Extensive public contact and experience with diverse clients.
*Recognized for high ethical standards in all work performed .
SUMMARY OF QUALIFICATIONS
*MS Word *Outlook *Excel
*Power Point *SAP Software *Access
*People Soft *Supervisory Skills *Payroll
*Business Filing *Notary of Public *Data Entry
*Record Management *Bookkeeping Knowledge *Business Travel
*Company Event Planning *Typing (45wpm) *Training
PROFESSIONAL EXPERIENCE
June 2007 Southwest Airlines- Executive Administrative Coordinator
April 2010 Provided comprehensive office and facilities support. Primary direct responsibility for
office operations; vendor selection, review, and management. Managed vendor
relationships and ensured that they were competitive and served the needs of the team.
Purchased and maintained office furniture, equipment, and supplies. Managed and
developed an inventory of stock to ensure that supplies were adequately maintained.
Ensured employee benefits and status changes were updated promptly. Provided full
support to the staff for all related questions. Completed payroll and monitored over-time
for a Staff of 16 bi-weekly. Maintained all files monthly. Made sure labor law compliance
notices were posted. Scheduled needed training and made business or emergency
travel arrangements for all employees. Conducted a monthly ticket audit of all used and
unused tickets. Coordinated with the building manager in regards to maintenance and
repair of the office. Provided comprehensive reception and phone coverage on a daily
basis, including projecting the professional image of the company via handling of all
telephone, email and personal inquiries/callers; and the prompt distribution of posts,
newspapers and faxes. Ensured all visitors were welcomed and hosted appropriately.
Cared for the day-to-day appearance of the office, reception, conference and kitchen
areas continuously, including setting up the conference phone and projector as needed.
Managed all office equipment printers, fax, scanners, photocopier, conference phone and
projector. Shipped and monitored board mail and FedEx packages on a daily basis.
Planned logistics of team lunches, meetings and organized department events .
Processed petty cash, expense reports and reimbursements promptly and efficiently.
Coded incoming invoices to be approved by Director and matched them with receipts.
Renewed company badges,
activated/de-activated proxy cards for building access for employees and vendors as
needed. Completed payroll for all support staff twice a month. A faithful member of the
Airport Culture Committee.
Nov. 2005 Gulf Coast Regional Blood Center- Buyer II
May 2007 Reviewed purchase requisitions for accuracy and completeness against all Procurement
Standard Operating Procedures. Prepared and issued purchase orders and capital
expenditures for expense purchase items. Maintains records related to Purchase orders
and Receivers and matched them with the correct invoices. Resolved all invoicing
related to purchase orders with Accounts Payable as well as coded invoices for payment.
Contacted suppliers regarding return of materials and assured that appropriate credit was
received for those materials. Met with new and existing suppliers and made
recommendations to the manager for changes to products or contracts, and updated the
system with required information accordingly. Reviewed non-contract purchase requests
and negotiated pricing and terms with suppliers. Revised the purchasing processes to
make them more current and efficient. Verified and reviewed inventory records such as
packing slips, supply requisitions and inventory transactions. In charge of vending
machine malfunctions and refunds. Responsible for placing all business card requests,
and managed all wireless services. Maintained cell phone records and published them
on the Intranet.
Oct. 2004 Amegy Bank of Texas- ATM Debit Card Service Specialist
Nov. 2005 Researched and resolved customer ATM Visa check card claims within the specified time
frames as mandated by regulation E, Visa, Pulse and Cirrus operating rules. Resolve
incoming consumer ATM/POS adjustments on foreign terminals and making entries to
the appropriate consumer with adherence to bank policies. Processed closed account
transactions. Made appropriate entries and reconciled the internal DDA account to offset
closed account transactions pertaining to the dispute process. Assisted in the reviewing
of consumer claims, ensuring completion of log compliance dates, and completed precise
documentation. Monitored consumer claim trends to ensure suspicious and illegal activity
was investigated and reported to the appropriate agency, fraud analysts and security.
Gathered information for the Visa Quarterly Operating Certificate. Performed other duties
and special projects as assigned by supervisor.
Sept. 2001 Proterra Properties, Inc.- Administrative Assistant
Oct. 2004 Served as office support in the resolution of day-to-day administrative and operational
problems. Worked effectively with diverse Tenants, team members, and all levels of
management. Greeted and directed visitors to appropriate building locations. Organized
and set-up meetings, luncheons, appointments and travel arrangements for property
managers. Answered and screened telephone calls, while using discretion and making
administrative judgments based on existing operating guidelines to resolve issues.
Gathered and analyzed statistical data and generated reports. Managed and maintained
all aspects of the filing system. Maintained research on potential properties by using the
telephone, postal mail, and e-mail. Knowledge of office supplies, equipment, and service
ordering. Maintained inventory control weekly on office and break room supplies.
Processed accounts receivable/payable three times a month. Handled maintenance
requests from tenants. Assigned parking spaces. Activated access cards for building
usage. Issued keys to new office space and prepared new tenant packages. Updated
vendor certificates of insurance and made sure they were compliant and sorted and
distributed mail. Responded timely to a variety of routine inquiries.
Oct. 2000 West Telemarketing - Human Resource Recruiter
Aug. 2001 Responsible for the identification, qualification and recruiting of candidates. Established
eligibility for hires and rehires. Administered test and determined appropriate score.
Conducted interviews for all production positions. Expedited the hiring process in order
to meet department goals. Identified the best job match for the applicant based on
qualifications. Effectively complied with applicable Federal, State, and local employment
laws at all times during the interviewing process. Conducted the orientation process.
Introduced the company’s compensation packages and benefits options including the
employee handbook and worker’s compensation and administering completion of I-9, W-
4, EEO, and other required paperwork.
Apr. 1996 Accent Hair Salon- Customer Service Supervisor/Cosmetic Consultant
Nov. 1999 Opened and closed the salon. Supervised a staff of 12. Recruited and hired potential
employees as well as provided training and orientation. Developed individuals into an
effective team. Created learning and career development plans for each employee.
Entered, updated and maintained data with customer information into the custom
database system. Inventory control, accounts payable, accounts receivable, payroll,
bookkeeping, and maintenance of cash balances and large deposits. Developed and
implemented new reward and recognition programs to boost sales. Mailed out discount
coupons of new and upcoming services to all clients. Answered multi-line phones. Made
travel arrangements for technical classes. Organized cosmetic shows in the salon.
Conducted hair and facial analysis on diverse clients.
EDUCATION
University of Phoenix; Major: Business Administration
Lamar University Beaumont; Major: Business Administration
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