Customer Service Manager

Marc Jackson

***** *. **** ***** **., #***

623-***-****, *********@*****.***

Profile Specialize in best-practices within staffing industry

relating to company use of agency staff as supplemental

staffing resource. Skilled in Contractual SLA, Vendor

Management, Peak and Base Staff, SOP/Process

Improvement, Resource Planning, and End-to-End

Processes. Key positions managed include Teacher Aide,

Customer Service Representative, Data Entry Operator,

Behavioral Health Professional, and Clerical Assistant.

Additional positions include Administrative Assistant

and Technical Staff.

Employment Account Manager Jul 2007 - Jun

History 2010

Delta-T Group (Phoenix, AZ)

Sales, Recruiting, and Staffing for multiple divisions,

sourcing professionals for Behavioral Healthcare

facilities and schools valley-wide.

Maintain High Customer Service Levels with client base.

Supervise end-to-end relationship of sourced Independent

Contractors.

Cold-call sales to potential new clients.

Cross-sell of additional lines of Behavioral Healthcare

business.

Staffing Resources Manager May 2005 - Jul

2007

Educational Testing Services (Princeton, NJ [Ewing])

Manage staffing needs for ETS College Board and Higher

Education Division call center: six high-volume and ten

mid- to low-volume departments; long-term and peak-event

assignments.

Manage end-to-end processes for core and peak headcounts

of up to 500 agency staff: Planning/Forecasting

Implementation, Staff On-Boarding, Day-to-Day Processes,

Assignment Completion, and Exit Status for all staffing

needs.

Solicited, selected, and implemented business

relationship for preferred vendors Adecco and Kelly

Services for call center staffing. Managed daily

service expectations and monthly/quarterly reporting.

Create, modify, and/or follow Standard Operating

Procedures for operational, technical, financial, and

overall business requirements including identification

and implementation of key Process Improvements.

Creation and oversight of StaffShare Initiative: system

of facilitating interdepartmental use of temporary staff

resources for strategic and tactical work demands.

Resulted in improved knowledge base of staff, staff

retention, and key cost savings.

Staffing Manager Apr 2002 - May

2005

Robert Half International - OfficeTeam division

(Philadelphia, PA)

Sold and provided Specialized Administrative Staffing

services to wide range of companies in Philadelphia

region, successfully placing skilled administrative

personnel in temporary and temp-to-hire positions.

Highlights include building, maintaining and repairing

relationships with companies while creating career

opportunities for experienced and entry-level

candidates.

(RHI cont'd.)

Used specialized cost negotiation, pinpoint assessment

and candidate matching.

Consistently led office in total hours staffed per week

through recruiting, selling, and placing. Cross-sold

all Robert Half divisions.

Jan 2000-Feb

Client Service Consultant 2002

Anacomp, Inc. (Philadelphia, PA)

Client support and inside sales of document solutions

media: microfiche, CD, and Web.

Maintained, improved, and repaired service levels and

client relationships.

Sold greater technology to assist businesses while

increasing profit margins for Anacomp.

Client visits included sales presentations,

demonstration, and training of product.

Education Vocal Music Education, Northwest Missouri 1992 - 1995

State University, Maryville, MO

AA, Vocal Music Education, Coffeyville 1992

Community College, Coffeyville, KS

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