Customer Service Manager
Resume:
Lynn Makia
Cincinnati, OH *5231
****.*****@*****.***
WORK HISTORY
PANERA BREAD / Cincinnati, OH/Denver, CO 2004-2010
Corporate Recruiter
• Developed recruitment process used in overall OH and CO markets
• Sourced, interviewed and hired management staff for Bakery Cafes
• Developed and implemented new recruiting sources
• Monitored and oversaw all advertising for all positions
• Developed and implemented recruitment classes
• Outlined and executed bonus plan and structure
• Successfully kept Management retention at 80% for 4 years
• Conducted job fairs throughout the year
UNIVERSITY OF PHOENIX / Cincinnati, OH 2003-2004
Admissions Counselor
• Sales, recruitment and counseling to adult workforce returning to college
• Conducted orientation classes for incoming students
CINCINNATI WORKS / Cincinnati Ohio 2001-2004
Recruitment / Interview Presenter
• Developed resume/interview/job search skills for adults returning to the work force
YMCA of GREATER CINCINNATI / Cincinnati, OH 2000-2002
Director of Recruitment and Training
• Sourced, interviewed and hired all staff (entry level to VP level)
• Delivered recruitment presentations to High School and College students
• Developed recruitment sources through area high schools and colleges
• Developed and delivered training materials for Customer Services Staff throughout organization
• Successfully implemented and directed hiring 400+ staff for summers of 2001/2002 during hiring
campaign which resulted in 98% of staff hired by June 1
• Implemented standardized recruitment procedure for Association to centralize recruitment of staff for
professional, part-time and seasonal employees
• Developed training materials for Customer Service and Association development
COMAIR, INC. / Hebron, KY 1996-2000
Human Resource Recruitment Manager
• Effectively recruited and staffed Customer Service agents (approximately 1000 per year)
• Served as spokesperson for airlines during the recruitment process
• Conducted job fairs and airline representation at schools, colleges and in the community
• Implemented recruitment strategy and plan to successfully keep staffing at required level
• Successfully kept staffing needs at 98% of required personnel
Customer Service Training Manager
• Managed staff of 18 training instructors
• Developed and implemented training programs for Customer Service agents
• Worked with Directors to ensure consistency in training and regulatory standards
• Developed and implemented three week training class for new hire employees which included operations,
customer service and safety
• Worked on a team of 3 to develop new training and recruitment facility
Customer Service Manager
• Led and developed customer service agents in airport operations and safety
• Monitored airport security
• Managed team of 25 agents consistently attaining 92% on-time departures (company standard 83%)
• First/only manager hired from outside the company in new program to bring outside experience and
management ability to the company
Education
University of Cincinnati
Associates Degree
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