Customer Service Manager

Claudia Soriano

**** **** ******, ***. **. Astoria, NY 11102 347-***-****

**********@*****.***

PROFESSIONAL

EXPERIENCE

Office Manager/HR Manager

January 2009 - Present

J&D Communication Inc, Flushing, NY

. Responsible for supervision of day-to-day general office operations,

including but not limited to ensuring that staff completes daily scheduled

assignments, inventory management, implementation of office procedures,

office supply management, record keeping and design and implementation of

filing systems.

. Human resource responsibilities include the management of workman's

compensation, expense reports, new hire on boarding and training, benefits

and payroll administration, vacation/sick day tracking, recruiting;

assuring company complies with all state and federal labor laws,

performance management, OSHA compliance, creation of office/safety

policies and Company Handbook.

. Bookkeeping, client and vendor management: invoicing, accounts payable,

accounts receivable and collections.

. Responsible for arranging daily staff scheduling, client and project

management and company event planning

. Responsible for managing and supervising office and technical staff.

. Primary liaison between clients, vendors and company president. Handling

of all customer inquiries and complaints

. Preparation of proposals, contracts, service agreements, company memos,

reporting and confidential letters as requested.

Office Manager/HR Coordinator

January 2008 - January 2009

Blue Tulip, New York, NY

. Maintained reception area and general office organization including

office supply management, record keeping, mail distribution, maintenance

of office records and routing of incoming calls.

. Planned and arranged general meetings, travel itineraries and lunches.

. Provided administrative assistance to the HR director, controller,

president, and CEO.

. Prepared confidential letters and reports maintaining confidentiality of

corporate and personnel matters.

. Human resources responsibilities included federal and state labor law

compliance, new hire paperwork, benefits administration, PTO tracking,

status changes and terminations in ADP, leave of absence requests and

administration, disability, FMLA, and 401(k) Plan Administrator.

. Provided internal customer service regarding company policies,

procedures, benefits, and HR programs.

. Maintained HR data in company system. Trained and assisted store managers

with HR systems, provided support for the Time and Attendance system,

ensured the accuracy of all benefit enrollments to vendors with accurate

eligibility information.

Office Manager/ Medical Secretary

January 2007 - July 2008

Dr. Shulamit Rochberg, New York, NY

. Provided complete patient service including appointments, referrals,

insurance verifications, and pre-certifications.

. Maintained accurate, up-to-date comprehensive and confidential files and

records.

. Responsible for all medical billing, collections and accounts receivable.

. Oversaw inventory and purchases of medical and office supplies.

Customer Service Manager

June 2004 - December 2006

Qualfon, S.A. (Call Center Services) Bs. As., Argentina

Survey Taking Campaign Manager

. Supervised duties of two survey takers.

. Accountable for developing statistic reports with gathered information

daily as requested by client.

. Expanded campaign for future projects after my departure.

Tracfone Customer Service/Technical Department Supervisor

. Managed operations metrics, agent performance and statistic reports, as

well as operations floor organization.

. Responsible for supervising work groups of 20 customer service agents.

. Trained new agents in the overseas new call center's operation (Qualfon

Guyana Inc.), as well as potential supervisors.

EDUCATION

John Jay College of Criminal Justice, CUNY, New York, NY

Expected graduation date: 2011

Concentration: Criminal Justice B.A. Minor: Public Administration

Current GPA: 3.3

SKILLS / MEMBERSHIPS

. Proficient in MS Office Suite, Outlook, ADP Systems, Paychex and

QuickBooks Pro. Member of SHRM organization.

. Fluent in Spanish.

. NYS Licensed Notary Public.

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