Customer Service Management

John Jacob Mika

***** ***** ****** ******, ******** 48088

Mobile: 586-***-**** or 9991. E-mail: *********@*****.***

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Objective

Presently I am seeking a human resource opportunity to where I may apply my

degree organizational management along with 4 plus years of on the job

experience in human resources and personnel management. Many of my

management and human resource responsibilities have included such sought

after business skills as employee and customer relations, personnel hiring,

personnel file maintenance, employee and team evaluations, payroll,

employee and job scheduling, as well as conducting classroom/individual

instruction on company policies and procedures.

Summarized Skills and Qualifications

Human Resource Experience:

. Managed and supervised operations for two industrial firms and a

customer service facility with each having a staff count ranging from

four to forty individuals.

. Recruited, hired, and trained personnel to perform many different

employment responsibilities.

. Communicated with clients and customers in regards to production and

personnel.

. Assisted in the implementing of company procedures for both hourly

personnel and salary employees.

. Developed and implemented training manuals for potential new hires and

present learning employees.

. Maintained company and OSHA safety standards for both a manufacturing

and customer service environment through the use of scheduled

preventative maintenance applications and cleanliness checks and

standards.

. Prepared training and action manuals to help inform employees on

proper company procedures.

. Maintained proper personnel files and evaluations.

. Maintained proper employee pay rates and calculated weekly/bi-weekly

payroll.

Computer Applications:

. Microsoft Office (Word, Excel, PowerPoint)

. Internet Explorer and Outlook Express

. SiteDelux Webpage developer

. PDM/iMan Data Management

. Shipping and Receiving Software (USPS, UPS, FEDEX, and DHL).

Office Equipment and Procedures:

. Windows based computers and printers.

. Fax Machines, photocopiers, adding machines, postage scales, and multi-

line phones.

. Organized and maintained company and personnel files.

. Maintained and checked office inventory and first aid kits.

Education

. Graduate (Magna Cum Laude) from the North Central Association

accredited Ashford University located in Clinton, Iowa. Received a

Bachelors of Arts degree in Organizational Management with a

concentration in Secondary Education (Dean's List: 3.76 GPA out of

4.0). Related course: Business Management, Business Ethics,

Employee Management, Communications, Business English, Team

Leadership, and Diversity within the Workplace.

. Graduate (Dean's List: GPA 3.24) Oakland Community College Auburn

Hills/Royal Oak, Michigan. Associates Degree in Applied Science:

Computer Aided Vehicle Body Design & Drafting.

Work Experience

09/2008-06/2009 Substitute Teacher, Warren Consolidated Schools,

Warren/Sterling Heights, Michigan.

. Guide students (elementary through high school) through set lesson

plans left by an absent instructor.

. Worked with individual students on a one to one basis insuring they

that become aware of the classroom's daily topic.

. Improvised extra subject activities for classes that were left no

lesson plans, or had remaining time left in class after assignments

were completed.

11/2003 - 11/2007 Personnel/Operations Manager, B & D Screw Machine

Products Incorporated, Detroit, Michigan.

. A vital member of a team that oversaw employee production, proper

staffing, appropriate employee training, quality control, and the

necessary upkeep of employee files and evaluations.

. Worked with a team of individuals in developing and implementing a

company mission statement as well as company policies that would

inform personnel and clients on what was expected out of B & D's

executives and personnel.

. Tracked inventory, work flow, and employee tracking (hours,

production, etc.) on Microsoft Excel and Production data cards.

. Scheduled employees and tracked daily personnel responsibilities.

. Assist clients and employees with questions that may arise before,

during, or after daily operations.

. Follow up on customer satisfaction, accounts payable, proper safety

regulations, purchasing, and petition clients for any possible future

orders.

1/2003 - 11/2003 Courier, DHL Worldwide Express, Madison Heights,

Michigan.

. Work with a team of individuals in sorting and loading potential daily

deliveries.

. Deliver and pick up parcels on a daily basis.

. Inspect and process international shipments.

. Work with supervisors on improving the speed and accuracy of daily

routes.

Achievements and Certifications

Consistently on the Dean's List for academic excellence while attending the

accredited college of Ashford University. Graduated Ashford University

with an accumulative GPA of 3.76 and a 3.85 GPA in my major studies of

Organizational Management and Secondary Education.

Named to the Dean's List at Oakland Community College for academic

excellence in the extended program Computer Aided Design: Automotive Body

and Drafting (GPA 3.24).

Formerly on the advisory committee for Hazel Park High School in the

development of the design and technology courses.

Voluntarily worked as a college tutor for assisting other students with

their design and drafting courses.

Obtained production bonuses for maintaining or going above the previous

posted quota for 10 out of the 12 months of my last year at B & D Screw

Machine Products Incorporated.

Received a certificate of achievement for completion of the computer-based

course of GD&T per ASME Y14.5 M-1994.

Received a certificate of achievement for the ISO 9000 certification.

Certified at General Motors University of Engineering for the completion of

GM/PDM training program.

Awarded the Bronze Star from Metromedia Steakhouse for successfully

administering the Heimlich maneuver onto a choking patron.

Awarded the Gold Star from Metromedia Steakhouse for successful

achievements in such areas as increasing customer satisfaction, virtually

eliminating employee turnover, lower operational costs, and increasing

profits.

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