Customer Service Manager

Hiedi Doyon

*** ******* ***, ***. ***, Manchester, NH 03104 . 603-***-**** .

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

SUMMARY

Highly experienced in providing customer service, education, event

planning, & management support for diverse clientele. Considerably skilled

in communications, problem solving, multi-tasking, coalition building, and

coaching. Proficient in Microsoft Office products, Aspect, and Uniphi

phone systems. Looking to challenge myself by leveraging my skills in a

rewarding environment with the opportunity to create amazing results with a

great team.

EXPERIENCE

Communication & Event Planning

* Effectively communicated with clients, customers, attorneys, etc.

in sensitive conversations, consistently resolved issues at first

level.

* Successfully planned & executed meetings for up to 125

participants, debates, & fundraising events.

* Received award for accurately writing & distributing meeting

minutes for team, which facilitated unified understanding of team

issues, policies, and updates.

* Successfully managed enumeration team with one of the highest

accuracy ratings in the state of NH.

* Hand- picked by management to oversee reorganization for unit.

Successfully executed placement plan for 100 associates.

* Acted as Merrimack Taxpayers' public relations liaison, wrote press

releases, made public statements, & talk radio appearances.

Management & Business Skills:

* Expertly managed caseload of nearly 210 cases as case manager in

fast-paced, high stress environment, consistently earned

performance bonuses, & peer award for excellence in team

contributions.

* Utilized problem solving skills, identified data integrity issues;

minimized adverse impact on customer service & prevented

contractual non-compliance to the client.

* Managed distribution business successfully developed monthly sales

to $10,000.

* President of non-profit organization: oversaw the board of

directors, coordinated writing, & editing of monthly newsletters.

Planned & emceed events. Increased membership by 100%.

Training/Teaching

* Educated voters on NH law via live events, literature, & radio to

enact its provisions, resulting in its passage with the highest

voter percentage in the state.

* Successfully trained new hires on multiple roles enhancing team's

overall functionality.

* Chosen to train in regional seminar for Herbalife International,

effectively trained over 5000 distributors in product usage

techniques which increased New England's distributor proficiency.

* Educated two academically diverse students through high school

graduation with honors.

EMPLOYMENT

US DEPARTMENT OF COMMERCE, CENSUS DIVISION 2010 -present

US Census Crew Leader

Served as manager for a team of 14 enumerators to complete NRFU operation

within Manchester, NH.

. Trained entire team for duty, including enumerating, filling out new

hire paperwork, payroll sheets, and common incident reports.

. Supervised my team during entire operation, facilitated team meetings,

and logged all work completed by my team.

. Approved, and audited thousands of documents for this operation with a

high accuracy rating.

. Interfaced with Field Operations Supervisor, and other higher ranking

Census staff on a regular basis.

. Handled difficult incidents, refusals, including issues with the

public, and staffing issues as they arose.

FIDELITY INVESTMENTS, Merrimack, NH 2007-

2009

Survivor Services Case Manager (2007- 2009)

Served as sole point of contact for survivors of deceased customers ensured

they received appropriate benefits.

. Communicated directly with survivors, educated on benefits, &

required paperwork. Answered questions in a patient,

compassionate manner in time of grief.

. Processed cases accurately and timely to determine benefits due.

. Served as Point Of Contact for client companies.

. Prepared life insurance claims for final processing.

. Acted as team motivational leader for initiatives/contests.

Planned & executed team gatherings, dinners, & created awards

for performance which greatly increased unit morale.

Survivor Services Inbound Representative (2007)

Served as first point of contact for surviving family members, handling

death notifications.

. Maintained composure, patience, & compassion & obtained critical

information.

. Provided pertinent additional information caller would need to

complete process.

. Created new death cases from computer feed notifications sent by

client companies.

. Selected to write roles & responsibilities that enhanced

productivity & associate confidence.

MERIDIAN COMMUNICATIONS, Manchester, NH 2006, & 2009

Event Coordinator

Coordinated events for various campaigns and political rallies in NH.

. Effectively executed events where voter support was critical for

campaign, having high and diverse voter base in attendance throughout

entire campaign.

. Attended town organizing meetings and spoke on behalf of candidate.

. Created spreadsheets and calling lists for the campaign.

. Organized appreciation dinner for supporters, and prepped headquarters

for event.

. Served as multi-polling location coordinator on Election Day, ably and

accurately reported results back to HQ.

. Answered phone, directed calls to appropriate individual and answered

questions.

. Kept appointment calendar for office.

EDUCATION & PROFESSIONAL DEVELOPMENT

A.A., Business Administration, American Intercontinental University,

Chicago, IL 2008

Real Estate Appraisal, Allied University, Phoenix, AZ 2006

Bible Studies Diploma, Word of Life Bible Institute, Schroon Lake, NY, 1982

Completed 50 online courses on coaching, negotiating, etc. while at

Fidelity Investments

Successful Presentation Seminar, Boston University satellite course

Excel I & II training classes

Certified completion of FEMA ICS 100, 200, and 700

ADDITIONAL EXPERIENCE

Managed retail clothing store and supervised12 employees

53 WPM per typing test

Previously HAZMAT certified

COMMUNITY SERVICE

Merrimack Budget committee member, Merrimack, NH

Merrimack Taxpayers Association - Served four years, two as the President.

Local church teaching & activity planning/execution for all ages.

Special Olympics, NH.

Muscular Dystrophy Association Lock Up annual fundraiser program

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