Customer Service Manager
Resume:
Charmaine Koonce
Albuquerque, NM 87120
505-***-**** cell phone
*********.******@*****.***
STRENGTHS
* Communication: communicate well when speaking and writing; able to act as
a liaison between different personality types; comfortable and
effective communicating with superiors and staff.
* Leadership: able to motivate and direct a project team; diversity of
background provides wide range of interpersonal skills to encourage and
instruct others; ability as manager to work as "team player" with staff.
* Responsibility: accustomed to being a position of responsibility, which
require extreme confidentiality, professionalism and high attention to
detail; self-responsible; always willing to set goals; willing to work over-
time to achieve goals, never assume "the other person" is responsible;
always willing to assist with the needs of others.
* Origination: use time and resources effectively and efficiently; consider
efficiency, planning, and accountability very important.
* Technical Skills: Microsoft Outlook, Word, Excel, Power Point, Windows
NT4.0, Peoplesoft,, Various company databases.
EDUCATION
Manzano High School Albuquerque, NM
EMPLOYMENT HISTORY
07/2005- 07/2009 Volt Technical Resources
Albuquerque, NM
Technical Recruiter/Office Manager
Daily Office Procedures
* Drove the hiring process in a high-volume / time-sensitive
environment, working directly with hiring managers, clients (such as
Eclipse, Boeing, Northrop Grumman, Raytheon, Goodrich Aerospace, Sandia
National Laboratories) and managing candidates through the process to have
them placed on assignments.
* Placed high-end technical professionals in the area of Technical
Industry in both contract and full-time positions. Specialized in Airframe
(Avionic/Structures), Software Engineers/Architects (Distributed and
Mainframe), Database Architects/Developers/Administrators,
Network/System/Security Engineers, Web Developers, Quality Assurance/Test
Engineers, Technical Program/Product/Project Managers, Development
Managers, and Business Analysts.
* Effectively recruited and hired candidates in-state and out-of-state
for contract, contract-to-hire and permanent placements for all
technical positions for multiple clients.
Business Development
* Conduct face to face service calls to ensure quality customer service
and expand business
* Conduct outside service calls to reactivate inactive customer
accounts.
* Make key skill telephone sales calls to acquire new business
* Present HR consulting services to customers in order to secure or
maintain their business
* Methodology training
* Gaining Commitment Recruiter Training
Administrative Support
* New hire orientation
* Maintain all employee files and time records
* Conducted interviews, exit interviews & reference checks
* New hires with new hire paperwork
* Answer telephone to provide desired information for Customers and
Contractors
* Payroll for Contractors in state and out of state
* Maintain administration/tracking of all benefit related procedures
including updates, presentations, contacting providers, billing, and
enrollment/termination procedures
* Maintain customer and temporary employee records to ensure
completeness and accuracy
* Check the credit ratings of customers
* Safety Programs for temporary employees, including specific customer
requirements
* Workers' Compensation administration
12/2001-5/2005 Manpower Temporary Staffing Albuquerque,
NM
Senior Staffing Specialist
Daily Office Procedures
* Obtain detailed assignment information from customers and utilize it
to provide effective customer service
* Interview and test applicants to evaluate their qualifications for
assignments
* Administer the training of temporary employees to upgrade their
skills for assignments.
* Fill customer work orders with qualified temporaries
* Monitor temporary employee attendance and performance
* Troubleshoot to resolve the problems or complaints of customers and
temporaries
* Implement company award programs to recognize the good performance of
temporaries
Business Development
* Conduct outside service calls to ensure quality customer service and
expand business
* Conduct outside service calls to reactivate inactive customer
accounts.
* Make key skill telephone sales calls to acquire new business
* Present HR consulting services to customers in order to secure or
maintain their business
* Recruit temporary employees to form a pool of applicants for high
demand skill areas
Administrative support
* Answer telephone to provided desired information for customers and
temporaries
* Maintain customer and temporary employee records to ensure
completeness and accuracy
* Check the credit ratings of customers
* The Quality Program: Putting Quality to Work training; Quality
Performance; Tiffany Award Program; ISO 9000 compliance
* Safety Programs for temporary employees, including specific customer
requirements
* Workers' Compensation administration
* Direct mail campaigns or other marketing projects
* Other service or marketing programs as assigned
07/1998- 12/2001 CDI Corporation Albuquerque,
NM
Recruiter/ On-call Manager (Intel)
Daily Office Procedures
* Recruited individuals to evaluate their qualifications for
assignments
* Recruited temporary employees to form a pool of applicants for high
demand skill areas
* Obtain detail assignment information from Intel and utilize it to
provide effective customer service
* Fill Intel work orders with qualified temporaries
* Monitor temporary employee's attendance and performance
* Troubleshoot to resolve the problem or complaints of customers and
temporaries
* Coach and counsel temporaries on a 24 hour basis to ensure quality
performance and job satisfaction
* Implement company reward programs to recognize the good performance
of temporaries
Administrative Support
* Answer telephone to provide desired information for customers and
temporaries
* Payroll for 100+ workers
* Maintain administration/tracking of all benefit related procedures
including updates, presentations, contacting providers, billing, and
enrollment/termination procedures
* Maintain customer and temporary employee records to ensure
completeness and accuracy
* The Quality Program: Putting Quality to Work Training; Quality
Performance; ISO 9000 compliance
* Safety Programs for temporary employees, including specific customer
requirements
* Workers Compensation administration
References
Available upon Request
Contact this candidate