Customer Service Manager
Resume:
Jacqueline Pierce
Alpharetta, GA 30005
***********@*****.***
OBJECTIVE:
Pursuing a position in the human resources field in which to utilize and my
customer service, recruiting, and training skills.
QUALIFICATION SUMMARY:
Branch Operations/Management, Recruiting and Placement; meeting branch
sales goals; P&L responsibility; Contract & Price Negotiations; Excellent
communication skills; Expense Control; Career Guidance & Counseling;
RESTRAC Resume Administration; Sales, Troubleshooting (Administrative and
Computer); TQM (Total Quality Management) Administrator; Streamlining
procedures to operate more effectively and provide cost savings; and
continually improving customer service to retain and increase customer base
SOFTWARE/HARDWARE SKILLS:
Win 9x, 2000, NT Server & Workstation, XP; MS Office 97/2000, MS-DOS,
LINUX, HEAT, MS Exchange, MS Outlook & Outlook Express; MS PowerPoint; MS
Project; MS Publisher; Internet; Office Automation 2000; Restrac Resume
Retrieval; Staffcord DOS & Staffcord 2000; OMC (Overhead Material Control);
PMS (Purchasing Management System); RMDS (Report Management Distribution
System); Branch Automation (VAX/VMS)
EDUCATION:
DeVry University, Atlanta, GA of Bachelors of Science Technical Management
Degree Program with a 3.86 GPA (in progress)
Foundation College - PC Help Desk Specialist Certification, San Diego, CA
Psychology - Business Administration - National College of Education,
Evanston, IL
PROFESSIONAL TRAINING:
BF Goodrich Rohr - TQM training, Continuous Process Improvement, Conflict
Resolutions, Small Group Skills, Process Analysis, Team Problem Solving),
Advanced Excel and MS Word Training; Lake Forest Business Management School
- Business Systems Applications; SEMCO - Sales and Marketing, Computer
Terms and Acronyms, Technical Recruiting, Cultural Diversity Training;
Customer Service Training; TLC Staffing - Problem-Solving Through
Effective Communication
Management/Operations/Recruiting/Placement
. Tasked with the responsibility for a start-up technical staffing branch
which was fully operational and running at a profit within four months;
producing a total of $1.1 million in sales the first year of which I
contributed to by bringing in over $650,000
. Responsible for branch P&L which included monitoring and controlling
branch expenses, staff budget, accounts payables and aging account
. Strong record of achievement in screening, recruitment, employee
relations, training, career development, outplacement, policies and
procedures, legal compliance and cultural diversity
. Designed and implemented screening, interviewing and selection process
which resulted in 84% increased successful placements candidates
. Provided career counseling training to assist students in the development
of career change, which included but was not limited to testing, resume
writing, interview process, and job searching methods
. Participated in Job Club program, which supported graduates in locating
employment by means of providing job leads, guest speakers, helpful
hints, through the Internet and various other resources.
Page 2
Jacqueline Pierce
CUSTOMER SERVICE
. An outgoing proactive team player attitude
. Developed Quality Service Survey for clients to improve customer service
which resulted in increased customer retention
. Participated in trade shows, job fairs, and marketing to promote schools
visibility.
. Cultivated and maintained relationships with new and existing customers
effectively increasing client base
. Initiated roundtable meetings with customers to discuss ways to improve
customer service
. Well-developed customer presentations skills
. Track record of strong interpersonal skills with extensive experience
successfully working with a wide range of personalities, diverse
cultures, and business levels.
. Ability to communicate effectively and establish excellent rapport with
clients from culturally diverse backgrounds
. A proven, verifiable track record for accomplishing the most challenging
goals, making a strong commitment with a sense of personal responsibility
for the whole, resulting in superior products and service
. Provided Total Quality Management training for branch to continually
improve customer service
Employment History
Account Manager - QSED Consulting Team, Wilmington, DE
03/08 - Present
Administrative Contractor - Cox Communications, San Diego, CA
06/07 - 08/08
Employment Supervisor - SelectRemedy, San Diego, CA
02/07 - 06/07
Production Payroll Prelist -ADP, Atlanta, GA
05/06 - 01/07
Staffing Supervisor - PrideStaff, La Jolla, CA
05/03 - 08/03
Employment Placement & Training Specialist - Foundation College, San Diego,
CA 09/01 - 03/03
IT/Technical Branch Manager - TLC Staffing, San Diego, CA
02/00 - 04/01
Technical Branch Manager - @Tech Consulting Services, Irvine, CA
02/97 - 01/00
Sr. Tech Recruiting & Operations Manager - Kelly Technical Services,
Baltimore, MD 09/93 - 02/97
MRO JIT Analyst - BF Goodrich Rohr - Chula Vista, CA
10/90 - 08/93
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