Customer Service Manager
Resume:
Gail Wilkerson Kelly
San Jose, CA *****
*****@***.***
www.Linked In.com/in/gailkelly
CAREER/POSITION TITLE - Administrative Services
SUMMARY STATEMENT
Extensive experience as an administrative operations manager:
. Superb organizational skills and ability to multi-task and work well
under pressure
. Identified, coordinated and implemented numerous projects to improve
quality and cost-effectiveness of operations and customer service
. Provided support and advice to management up to Senior VP level
. Designing and implementing training modules for exempt and non-exempt
staff
. Headed cross-functional teams of all levels and departments within
organization
RELEVANT EXPERIENCE
2005 - 2009
Ameriprise Financial Services Corporation
San Jose, California
GENERAL MANAGER
. Supported advisors in the management of their practice, including
office management and hiring, training, and supervision of
administrative staff
. Established customer service modules and streamlined practices
resulting in increased customer visits, improved customer service
satisfaction scores with reduced staff
. Coordinated and identified funding for firm events such as client
appreciation functions, investment seminars and summer outings which
resulted in increased marketing events and decreased expenditure of
marketing dollars
. Monitored compliance which resulted in zero deviations during my
tenure
. Edited, and produced all organizational unit communications, such as
office newsletter and operations manual, to include customer-service
model, marketing event execution, and compliance procedures
. Handled most incoming correspondence and phone issues prior to sending
them to advisors for completion
OTHER RELEVANT EXPERIENCE
MARKETING RESEARCH ANALYST
Crown Zellerbach Corporation
Flexible Packaging Division
San Francisco, California
Conducted market research on various projects to determine fit for customer
and company
Traveled extensively to meet with product managers in various plant
locations and followed
With telephone conferences to complete studies
Drafted presentations and delivered to Senior Vice President and others for
"go/no go" decision
ADMINISTRATOR
Legal Assistance Foundation
San Francisco, California
. Supervised day-to-day operations of 10-office law firm, including
accounting, receptionist, legal secretaries, and all other non-
attorney functions
. Provided administrative support to Executive Director and Board of
Directors
. Check-signing authority for all expenditures, including office
supplies and payroll
. Edited and produced all organizational unit communications, including
press releases
OTHER WORK EXPERIENCE
McDonald's Corporation (1985-2005)
San Ramon, California
TRAINING/DEPLOYMENT MANAGER (2001-2005)
. With team of 6 consultants, led region comprising 560 restaurants to
top unit sales on all new product roll outs by training, marketing,
implementation, and follow up on initiatives.
. Designed and conducted train-the-trainer sessions for owners and staff
. Planned numerous conferences, seminars and workshops designed to train
and incentivize and/or recognize and reward managers and owners for
results
. Voted by staff to receive People's Choice Award for recognition in
being instrumental in achieving Region's goals 2004 and 2005
. Facilitated core curriculum to staff on subjects such as team
building, time management, operations, customer service and
communication skills
. In 2005, team trained over 1,000, an increase of 100% over 2003, by
revamping delivery model that included classroom training, partnering
with restaurant management staff to intensify field training, and
partnering with government agencies
. Created and maintained Region's newsletter
DISTRICT MANAGER (1997 - 2001)
. Directly responsible for operations (customer service, food quality)
of 15 restaurants with total sales volume of approximately $40 million
and approximately 900 employees
. Opened 4 new restaurants which involved interacting with several
departments within corporation and City and Community leaders.
Designed and implemented marketing campaigns and restaurant openings
exceeded projections
. Remodeled 10 restaurants which involved interacting with design
engineers and City agencies; which resulted in sales increases from 2-
10%
. Exceeded sales and profit targets and ranked number 4 in McDonald's
USA 1998-2001
. Awarded Team Award in 1998, 1999 and 2001, for outstanding results
achieved for team projects
. Achieved over 80% for external and internal customer (employee)
satisfaction
EDUCATION
Golden Gate University, San Francisco, CA, Master of Business
Administration, Management
Notre Dame de Namur University, Belmont, CA, Bachelor of Science, Business
Administration
SKILLS
Microsoft Office: Word (75 wpm), Excel, PowerPoint, Outlook and Lotus Notes
Speedwriting, Shorthand, and Transcription
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