Customer Service Manager

Shannan Rasins

***** * **** ******

Lenexa, Kansas 66215

913-***-**** or abksu0@r.postjobfree.com

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Experience:

. May 2010 to Present - US Bank; Customer Service Manager

. May 2008 to November 2009 - Sprint; Project/Program Manager II,

Cable Resource Center

. September 2006 to May 2008 - Sprint; Supervisor, Cable Resource

Center

. July 1999 to September 2006 - Sprint; Supervisor, Fraud

Operations/Early Warning/PCS Fraud

. July 1998 to July 1999 - Sprint; Assistant Supervisor, Fraud

Operations

. March 1997 to July 1998 - Sprint; Senior Corporate Accounts

Receivables Researcher

. May 1994 to March 1997 - Sprint; Senior Representative in the

Correspondence/Consumer Service Resolutions Group. Also served as

the Tax Liaison for the residential based customers.

. May 1991 to May 1994 - Sprint; Customer Service Associate I & II

Professional Skills and Achievements:

. Responsible for the interviewing and hiring process to fill

positions in the department.

. Created interviewing matrices for questions and scoring.

. Created job requisistions; knowledge and experience in Brass Ring.

. Payroll entry and processing; managed attendance, time cards/sheets

for employees

. Maintained basic awareness of human resource functions such as

payroll, EEO issues, recruiting and hiring process, and benefits.

. Identified issues and provided solutions to ensure department

objectives successfully met.

. Attended meetings with executives to gain approval for recognition

and employee development programs, and to keep executives informed

of program success.

. Developed and implemented new incentive and recognition programs,

which contributed to an increase in employee morale and

productivity.

. Strong organization and communication skills, which facilitate

success in attaining commitment and teamwork

. Maintained budget and inventory for recognition and incentive

programs.

. Responsible for supply inventory; reported equipment issues and

move requests for office furniture.

. Facilitated employee development and career management trainings.

. Developed teams; created training manual; created mentoring program

for new hires.

. Created reporting to track, measure and chart department issues and

successes.

. Managed all projects assigned and ensured deadlines met in a timely

manner.

. Led cross-functional team meetings to plan and collaboratively work

on assigned projects or issues.

. Managed and developed various teams, both non-exempt and exempt.

. Prepared schedules and prioritized work assignments daily to ensure

coverage, efficiency and productivity.

. Forecasted and identified staffing needs to ensure coverage.

. Performed quality audits; provide timely feedback/coaching and

counseling; recognized achievements.

. Conducted monthly, quarterly, and annual reviews as part of

employee development plan.

. Contributed to the start up of a new call center; creating

policies, procedures, and metrics.

Additional Relevant Skills:

. 18+ years in customer service and office management

. Microsoft Office (Word, Excel, Powerpoint, some Access)

. Personable; ability to build strong working relationships

Education:

Mountain View College, Dallas, TX August 1988 - July 1990

Bachelor of Science in Business Management, University of Phoenix

Completed leadership and National Management Practices courses; Human

Resources and Employment Law

. Teamwork in multi-tasked and fast paced environments

. Flexible and able to quickly adapt to change

. Communication skills, both oral and written

Contact this candidate