Customer Service Manager

Michele Waterman

*** ****** ******* *****

Woodstock, GA 30188

Email: ***.****@*****.***

Cell Phone: 678-***-****

Summary

. 5+ years Operations management 3+ years

Supervision of direct staff

5+ years Project management 2+ years

Training curriculum design and delivery

4+ years Recruitment/Staffing 2+ years

Outside sales

3+ years Payroll and Compensation 2+ years

Event planning and coordination

Education

Bachelor of Arts: Communications, Theatre Option

Bachelor of Arts: Music, Voice Performance

Dickinson State University in Dickinson, North Dakota

Certificate in Volunteer Leadership awarded by the Minnesota Association

for Volunteer Administration, 2007

Language Skills

. Developed basic Somali language skills while employed as On-Site

Manager at Thomson Legal and Regulatory

Software Skills

. Proficient: Microsoft Word, Excel, PowerPoint, Publisher and Outlook;

several proprietary systems including: EmpACT, CM, AIM and Workcard

. Intermediate: Microsoft Access

Professional History

CED Solutions - Marietta, GA

Business Development

2008-2009

. Researched and applied for federal, state and local grant

opportunities

. Managed course evaluations for Cisco and Microsoft classes using

Metrics That Matter

. Administered distance learning program through Central Texas College.

. Prepared course syllabi, provided course login information and

instructions, advised students on program, monitored course progress,

entered grades in Blackboard and WebAdvisor

Big Brothers Big Sisters of the Greater Twin Cities - Saint Paul, MN

Match Support Coordinator

2005-2007

. Supervised 100 mentoring matches by connecting with parents, children

and adult volunteers each month to ensure child safety, appropriate

relationship development and agency affiliation

. Championed the implementation of 3 LEAN projects concerning match

making and match retention

. Led the design of new volunteer training; Trained the trainers

. Led the design of orientation for all new participants (parents,

children, volunteers); Trained the facilitators

. Designed and led agency's first site-based program at the Brian Coyle

Center for Somali youth, a Cultural Immersion Program, Holiday Open

House and monthly caseload activities

. Represented program staff on agency's internal Cultural Competence

Committee; participated in vendor review and selection process for

staff training

. Planned all aspects of 2007 Volunteer Appreciation Event which

included an awards ceremony and dessert reception; selected vendors

and facilities; managed process for award nomination and selection;

wrote entire event script; supervised staff assigned to project

. Implemented a phone notification service to be utilized in reminding

volunteers of their monthly support requirements

Adecco Employment Services - Minneapolis, MN

On-Site Staffing Manager at Thomson Legal and Regulatory (TLR)

(promotion) 2003-2004

. Developed extensive recruiting contacts within Somali community which

resulted in 63% reduction in turnover at TLR

. Balanced high volume of staffing requisitions, consistently

prioritizing and communicating with hiring managers

. Wrote job descriptions with guidance from hiring managers and

distributed for fulfillment

. Supervised requisition fulfillment process by 6 metro offices and

several outside vendors

. Advised Plant Manager on Somali culture as it relates to a

manufacturing environment

. Investigated and documented employee relations concerns

. Trained external and internal clients on Workcard software

. Organized and implemented new employee group orientation events

Adecco Employment Services - Minneapolis, MN

Staffing and Sales Branch Manager/Regional Trainer (promotion)

2002-2003

. Opened own branch office

o Performed outside sales functions - cold calling, appointment

setting, presentations, etc

o Managed office operations - P&L, weekly payroll and billing,

daily order fulfillment, ongoing recruitment and screening,

escalated customer service, unemployment and worker's

compensation claims, employee relations issues, collections,

budgeting, etc

o Supervised internal staff - performance reviews, recruiting,

interviewing, hiring, employee relations, etc

o Designed and implemented process improvements including tools

and procedures to eliminate rework and ensure consistency

. Facilitated classroom training for regional staff on new assessment

software

. Designed training curriculum and facilitated training for new area

employees

. Represented business at community networking events and job fairs

. Coordinated job fairs and recruiting events, including marketing,

application and interview process design, as well as, post-event

follow-up procedures

. Process drug screens and background checks, as needed

. Perform interviews and new-hire orientation, as needed

Adecco Employment Services - Minneapolis, MN

Staffing Sales Account Executive (promotion)

2001-2002

. Performed outside sales functions - cold calling, appointment setting,

presentations, etc

. Lead a nationally recognized sales campaign called "The Midnight

Blitz"

. Designed and distributed mass mailing and marketing collateral

. Calculated and quoted bill rates

Adecco Employment Services - Minneapolis, MN

Staffing Office Supervisor

2000-2001

. Managed local Wells Fargo staffing contract - recruiting, interviewing

and placing temporary employees on assignment at client; responded to

all customer service issues; produced monthly productivity reports for

client

. Wrote job descriptions and recruitment ads

. Attended external job fairs

. Assisted with the design and preparation of job fairs and recruiting

events

. Quoted bill rates

. Process drug screens and background checks

. Perform new-hire orientation

Welman Sperides Thorsen - Bloomington, MN

Office Manager 1999-

2000

Stagecoach Theatre Arts - Edina, MN

Part-time Music and Drama Instructor (children ages 3-15)

1998-1999

Sales Force Companies - Eden Prairie, MN

Customer Service Representative

1998-1999

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