Customer Service Manager

SANDRA CARR

**** ***** **** . ****** *****, MI **326

248-***-**** . *********@*****.***

Profile

A committed and visionary business administrator, with proven capabilities

in organizational development, strategic planning and relationship

management: Sound background in finance and human resource management;

oversee budgets, manage resources and lead recruiting efforts: A dynamic

leader who balances innovation and creativity with bottom line sensibility.

PROFESSIONAL EXPERIENCE

FOOT HEALTHCARE ASSOCIATES, Southfield, MI, USA

Practice Administrator

2009-2010

Responsible for the supervision and development of the clinical team in

providing exceptional customer service to the patient and referral base of

the practice; Act as technical support for all marketing and computer

systems for this multi-office podiatry practice.

. Oversee the daily operation of this 7 doctor, 3 office podiatry

practice

. Coach and mentor front desk staff and clinical team focusing patient

satisfaction

. Manage patient flow to reduce wait times

. Serve as controller, reviewing and approval expenditures, and reducing

costs

. Initiate practice wide policy development

. Practice IT champion, oversaw the implementation and successful launch

of server upgrade and multi-site networking

EPR PUBLIC ACCOUNTANTS, LLP, St. Catharines, Ontario, Canada 2004-2008

Manager of Administration & Client Services/Business Coach

Responsible for a range of functions, including personnel development,

budgeting and finance, customer service, administrative support and

facilities management, for large multi-office accounting firm

. Served as controller; reviewed and approved expenditures, monitored

cash flow, processed payroll, and prepared financial statements

. Led firm-wide policy development initiatives, created company

Administrative Guidelines and Human Resource Manual

. Monitored office activities and standardized processes to enhance

overall operations; identified and recommended upgrades to equipment

and software.

. Managed all HR activities, including recruiting, interviewing, and

hiring for a variety of positions

. Collaborated with marketing consultants to develop and execute

strategic marketing and public relations plans

. Oversaw the upgrade and implementation of various pieces of network

hardware and software

. Provided leadership, support and training to administrative team

. Prepared action plans, support documents, financial reports and

agendas for monthly partnership meetings

. Revised company's filing system both paper and electronic, reducing

weekly clerical hours

Sandra Carr page 2

. Developed new revenue stream providing business coaching services to

family businesses seeking succession planning consultation. Generated

$75K in revenue for firm since 2007 and contributed to 18% increase in

fees between 2004 and 2007.

. Established chargeable hour targets for each staff member, which

resulted in 40% increase in partners' chargeable hours over a three

year period.

. Led office relocation and subsequent expansion; established budgets,

determined office layout, addressed technology requirements, and

monitored construction.

. Significantly improved file turnaround time within three years; 82% of

files were closed within six weeks in 2007, compared to only 5% in

2004.

. Facilitated development of firm's strategic planning process, in

collaboration with members of executive team, and directed ongoing

implementation of planned strategic initiatives.

. Reduced outstanding 90 day accounts receivables 10+% (year over year)

2006, 2007, 2008

CANADIAN DIABETES ASSOCIATION (CDA), St. Catharines, Ontario, Canada

2001-2004

Operations Manager, Niagara Region Collection Program, 2001-2004

Supervised team of 25 associates and oversaw daily operations of regional

collection program. Managed more than 1,600 weekly door-to-door donation

pickups and oversaw 88 drop box sites. Established and maintained sound

partnerships with local corporations. Consistently identified and

initiated measures to increase community awareness of CDA programs,

including fundraisers and recycling programs. Led workshops at annual

business operations conference and conducted seminars at city agencies

and civic organizations.

Designed and launched business model for collection program, which

included reorganization of warehouse and office facility. System

improved attainment of daily quotas and has since been implemented

in eight additional CDA offices.

Spearheaded numerous initiatives, including launch of donor

database and implementation of driver and telemarketer training

programs, which were implemented in all CDA offices

Initiated measures to improve employee morale and enhance team

cohesiveness; reduced overtime hours by 95% and achieved 100% staff

retention from 2001 through 2004.

Assessed operations at offices in multiple regions to identify

growth opportunities. Reengineered processes, which resulted in 15

to 30% reduction in clerical hours and 10% increase in net profits.

S CARR BUSINESS SOLUTIONS, St. Catharines, Ontario, Canada 1992-2000

Principal

Owned and operated small business consulting firm serving diverse range

of clients, including real estate offices, retail outlets, manufacturers,

and placement agencies. Assessed businesses' processes and policies and

developed solutions to improve operational effectiveness. Offered

accounting support, upgraded software/networking packages, prepared sales

forecasts, and provided property management services at clients' request.

Facilitated staff training sessions; coached clients on HR management

strategies, such as incentive programs, professional development

opportunities, and performance coaching.

Prior to 1992, held positions in office management, bookkeeping, property

management and real estate sales.

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EDUCATION, TRAINING, & CERTIFICATION

Executive Master of Business Administration (MBA), Athabasca University,

Alberta, Canada

Graduate Dale Carnegie Project - Effective Communications and Human

Relations

Certified Business Coach, Dale Carnegie Institute

Certified Member, Workers Health and Safety Centre; hold Phase II 2002 and

Basic Certification

COMPUTER SKILLS

Microsoft Office products including Word, Excel, and PowerPoint; Lotus 1-2-

3; CaseWare Time and Billing; Profile Tax Preparation Software, Simply

Accounting, QuickBooks

COMMUNITY

Auburn Grove Condominium Corporation, Auburn Hills, Michigan

Board Member, Treasurer

Bethany Community Church, St. Catharines, Ontario

Past Member

. Member/leader of various committees including Women's Ministry,

Vision Team, Administrative Director Recruitment team 2007

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