Customer Service Manager

K.Caldwell

*** ****** **

678-***-**** McDonough, GA 30252

Profile summary

Innovative 15-year training manager and coordinator with an impressive

history of employee development, fueling revenues, customer service

excellence, creative conflict resolution, and overall business growth

within various industries. Equally strong qualifications in all areas of

operations: patient advocacy, human resources, collections, front office

administration and admissions intake. Gifted at acquiring talent, client

retention, streamlining business practices, and managing multiple projects

delivered on time, and within budget. Thrives in fast-paced environments

that require accuracy and efficiency.

CORE COMPETENCIES

Recruiting . SIRS Administration . Initiative . Admissions Coordination .

Customer Service Excellence

Problem Solving and Integrity . Teambuilding/Training . Collections .

Patient Advocacy

Microsoft Office . Employee Development . Retail Store Operations

Community Outreach . Personnel and Payroll Management

Revenue Generation

QUALIFICATIONS AND PROFESSIONAL HIGHLIGHTS

Human Resources/Client Advocacy - Managed employee relations in each

store averaging from 20 to 35 associates and management personnel.

Designed curriculum and implemented on boarding procedures to recruit,

train and develop associates. Experienced in personnel recruiting,

admissions, training, in home assessments and evaluating performance. Led

staff to exceed performance goals and maintained lowest turnover rates in

the region in retail and social work capacities.

. Consistently exceeded key metrics in customer service, profits,

recruiting, and retention.

. Responsible for advising students and clients regarding courses for

continuing educational programs.

. Administered Structured Interview of Reported Symptoms to male inmates in

maximum security hospital.

. Formulated proposal that led to an increase in employee benefits and

compensation on a nationwide basis.

. Implemented employee performance system that led to the decrease of bad

debt by 70% as well as

increasing and stabilizing consistent employee attendance rates.

. First facilitator to acquire contract with YMCA for long-term partnership

with Leon ARC for families and individuals in the community with learning

and physical disabilities.

. Recognized as leading facilitator by developing unique coping, and

training techniques to increase client

self-sufficiency within the home and community settings.

? Served as community facilitator between families and individuals

with disabilities to acquire safe and

inclusive recreational activities and benefits.

Management/Customer Relations/Claims - Directed and drove branch locations

to maintain excellent customer service ratings and profitability. Promoted

as Corporate Account Manager to restore profitability to under achieving

locations. Developed new marketing strategies to increase corporate

accounts, insurance replacement rentals, and car sales. Selected as team

leader and corporate account manager to provide training in the areas of

customer service, enhancing communication skills, debt management, and

preparing associates to excel in written and oral exams for promotion

consideration.

. First Manager to streamline orientation process and hiring practices to

eradicate seasonal turnover rates by 100%.

. Verified and inspected vehicle damages in conjunction with loss control

procedures to turn around underperforming locations undocumented losses

by 100%.

continued...

K.Caldwell Resume Page 2

Management/Customer Relations/Claims continued.

. Ensured accurate insurance replacement claim rentals processing and

underwriting to achieve unprecedented 0% conversion rate for a 6-year

period.

. Selected as team leader to facilitate conflict resolution training within

district. Restructured inventory management system to optimize

replenishment to increase sales and customer satisfaction ratings for

merchandise availability.

. Earned fast track promotion to Account Manager by becoming the first

manager to increase corporate

accounts consistently by 40%.

. Promoted to new location within in 5-month period to exceed sales targets

despite competition presented

by opening of two new locations.

. Increased staff retention by 95% due to implementation of employee

development and morale building

incentives.

. Accelerated promotion to Brand Manager of Bath and Body Works location

exceeding 2 million in annual

sales.

. Administered inventory planning and control, shipping, receiving, and

stocking to reduce shrink to an

unprecedented rate of less than .1%.

Career history

GEORGIA PUBLIC BROADCASTING, ATLANTA, GA - 2010-Present

Public television and radio broadcasting company

Volunteer/Customer Service Representative

NEW LIFE COMMUNITY CENTER, LITHONIA, GA - 2008-Present

Non-profit Organization providing social and rehabilitative programs for

adults and families

Administrative Assistant/Volunteer

BATH AND BODY WORKS, MCDONOUGH, GA - 2006-2008

Personal Care Retail Company specializing in beauty, spa, and home

fragrance products

Brand/Capabilities Manager

ENTERPRISE RENT A CAR, ATLANTA, GA - 2000-2006

Largest rental car company in the United States

Manager/Account Receivable, Claim Specialist

WALGREENS, AUSTIN, TX - 1997-1999

Second largest drug store chain in America, promoting health and wellness

Assistant Manager

LEON ADVOCACY AND RESEARCH CENTER, TALLAHASSEE, FL - 1996-1997

Nonprofit organization providing support and services for

families/individuals with developmental disabilities to participate in

community activities. Community Facilitator

FSU GEOPHYSICAL FLUID DYNAMICS INSTITUE/FLORIDA STATE HOSPITAL/DOZIER

SCHOOL FOR BOYS - TALLAHASSE, FL, CHATTAHOOCHEE, FL, MARIANNA, FL 1991-1996

Internationally recognized research program specializing in climate and

environmental science

Treatment facility aimed at restoring competency and recovery to

inmates adjudicated incompetent to stand

trial. High Risk Residential Commitment Facility for male

youth committed by the courts.

Administrative Assistant/Research Assistant

EDUCATION

Bachelor of Science in Psychology/Spanish Minor - Florida State University

K.CALDWELL

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

219 Jessie Ct

H: 678-***-****

McDonough, Ga 30252 C: (678)

432-6079

August 20, 2010

Dear Human Resources:

Author Robert Brault stated, "Life is not about discovering our talents; it

is about pushing our talents to the limit and discovering our genius. "

This philosophy and my passion to assist others achieve their personal

health and career goals, has served as the foundation for my success in

consistently providing exemplary customer service and compassion for those

in need.

After many years of working directly with people in managerial and

administrative capacities, I am seeking to return to the medical field and

expound my experience in healthcare. For this reason I was excited to learn

of the Medical Receptionist position and would very much like to be

considered as a strong candidate.

Ideally this position will allow me to fully utilize my experience gained

as a Research and Administrative Assistant for Florida State Hospital,

Dozier School for Boys, and Leon Advocacy and Resource Center where I

served as a Community Facilitator.

.

In theses capacities, I administered the Structured Interview of Reported

Symptoms to inmates, coordinated admissions, compiled data, and facilitated

client intake training. I am confident that my management skills, attention

to detail, excellent customer relations skills, and conflict resolution

experience will be an asset to your staff and patients.

Given the opportunity I am confident that my experience and background as a

Psychology major and caregiver for ill family members will allow me to

transition and provide patients and staff with a professional who is

committed, excited and eager to serve. I am sincerely believe that

sometimes the best experiences don't come in the form of a title or degree,

but from the heart and diligence of those willing to sacrifice, serve and

feel compassion for others.

For your convenience, I have attached my resume for your review. Realizing

the limitations of the written page, I would welcome the opportunity to

participate in a personal interview to answer any of your questions and

better present my qualifications. Thank you for your time in reviewing

these materials and I look forward to speaking with you soon.

Sincerely,

K.Caldwell

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