Customer Service Manager

RUPA BAHL

***** ****** ***** ****, ****** Chapel, FL 33544 407-***-**** ****.****@*****.***

OFFICE MANAGER

Over 9 years of administrative and office experience. Able to complete multiple projects to meet deadlines. Adapt quickly to challenges

and rapidly changing environments. Excellent in office supervision, written and verbal communication skills. Proven ability to form

strong relationships with colleagues and clients. Detail-oriented and thrives in a group environment. Exceeds customer service

expectations. A real team player.

PROFESSIONAL EXPERIENCE

Everest University – Tampa, FL 05/09 – Present

Administrative Assistant/Registrar

• Effectively coordinate with vendors / contractors to resolve business issues and place orders staying within budget.

• Part of preparing for accreditation and audit. Produced 100% accuracy resulting in perfect results and allowing for maximum

time for extension of future auditing.

• Generate various academic reports to submit in a timely manner.

• Participate in meetings and suggest instructor and student appreciation methods.

• Post student grades and attendance, schedule classes, produce certificates for student recognition.

• Assist dean and program directors on departmental academic projects and reports.

Prospera Financial – Wesley Chapel, FL 02/08 – 01/09

Firm Business Consultant

• Articulate the company’s value proposition and lead to build and cultivate relationships nationally.

• Seek innovative methods for creating new contacts and relationships that result in a diverse group of new financial advisor

hires.

• Evaluate and report qualifications of employees directly to VPs based upon strategic qualification criteria.

• Instill process discipline by tracking all interactions with the prospects in a contact management database.

• Personally conduct assessment interviews with prospective advisors to identify suitability of company standards and goals

(GDC of $300K+).

• Responsible for new business growth through recruiting by aggressively establishing and confidently establishing and

maintaining rapport with top performing financial advisors to ensure operational readiness of conversion. In contact with 60-90

advisors per day.

• Prospect, qualify leads, and gain new business through relationship management with absolute minimal supervision.

Ameriprise Financial - Tampa, FL 03/05 – 01/08

Recruiter / Front Desk Manager

• Increased staffed advisors by 200% within 2 years.

• Sought after by other area offices nationwide to recommend “best recruiting practices.”

• Effective in managing interviewing process by gaining trust and drawing out relevant personal information that is crucial to

leading to a perfect match.

• Retained any information in employees’ files regarding any issues on the job and reported them to the appropriate staff member.

Managed confidential correspondence, appointments, and meetings for group.

• Organized and oversaw job fairs to sell candidates on the role of financial advisor in a rapidly changing environment.

• Built rapport with 5-7 colleges in effort to build continuous recruiting practices to attract young talent within an allotted budget.

• Led individuals step-by-step through the scrupulous 4-5 month process to obtain NASD/FINRA requirements, Series 7, Series

66, FL 215.

• Drove financial advisor to build and drive practice by preparing plans and meetings, track business, process expenses, case

research, summary of funds, and account status/summary for 150+ clients. Arrange and coordinate travel itineraries.

• Excellent client service and sales support demonstration in assisting with executing financial transactions.

• Designed and implemented training manuals for various roles in the company to improve efficiency of tasks and duties.

• Managed the compensation and payroll for employees by verifying and submitting time cards in a timely and accurate fashion.

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Software Global Inc. – Clearwater, FL 03/04 – 03/05

Personnel Supervisor / Office Manager

• Accountable for all phases of personnel management – hiring, staff development, evaluation, promotion, and separations.

• Significantly reduced outstanding AR over 90 days by 67% - wrote off the balance.

• Maintained an excellent billing ratio

• Collected $50K+ of monies scheduled to be written off.

• Resolved employee conflicts and investigations.

• Recruited and retained talented individuals by tuning in to their responses.

• Supervised new employees on learning company policies and procedures.

• Spearheaded incentive planning functions for employees as well as leadership development to develop employees into solid

performers to accelerate career advancement of high-potential management candidates.

• Assessed and resolved employee conflicts and led payroll process for 15-20 employees in a timely fashion.

• Followed through on continual monitoring of routine protocol to ensure compliance of company goals.

AAA (American Automobile Association) 11/04 – 03/05

Human Resource Assistant / Trainer / Customer Service

• Led the training and supervising process of inbound AAA. Single-handedly improved quality assurance scores by 33%.

• Answered calls with a quality assurance score of 97% or above.

• Conducted employee conflicts and took necessary action to resolve issues.

• Accurately processed payroll for 100+ employees on a weekly basis.

• Successfully recruited and screened qualified individuals for required skills and experience.

• Reduced turnover rate by 17%.

• Coordinated and conducted new hire orientation, explaining and enforcing company/job expectations.

Precision Response Corporation 11/01 – 04/03

Trainer / Customer Service

• Provide outstanding customer service on 4 different accounts within the call center.

• Promoted to trainer within 5 months upon hire.

• Selected to develop and conduct international training in 4 high-level customer service accounts offshore.

• Improved quality by providing one-on-one attention and creating personalized hands-on training curriculums, aids, and manuals

on processes and procedures for agents.

• Conducted appraisals and coaching.

• Responsible for resolving internal conflicts amongst employees.

• Served as liaison and facilitated between corporate company and offshore site.

• Initiated via teleconferences and emails to overcome communication challenges due to distance.

• Implemented a project managerial role between company and outsourced party to conduct business in a seamless and timely

fashion despite time zone differences in order for deadlines and goals of productivity to be surpassed.

• Designed and enforced training materials for development programs.

EDUCATION

Bachelors Degree: Business Administration University of Central Florida, Orlando, FL, 2001

Associate’s Degree: Associates of Science Valencia Community College, Orlando, FL, 1999

Additional Training: Currently pursuing PHR (National Certification)

COMPUTER SKILLS

Microsoft Office including Word, Excel Power Point, and Access, PC, Internet Explorer, PeopleSoft, Lotus Notes, Out Look, Morning

Star, Adobe Suite, Microsoft Content Management System, Microsoft Sharepoint 2007, HTML, Web 2.0, XML, RSS, Blog, SEO

KEYWORDS

Human Resources Manager, Recruiter, Trainer, Payroll Processor, Office Manager

References Furnished upon Request

Contact this candidate