Customer Service Manager

Bernard Harris

***** ****** ? Houston, TX *****

512-***-**** ? ***************@*****.***

OBJECTIVE

To obtain a technical position that will enable me to utilize my strong

organizational skills, technical educational background, and ability to

work well with people while adding value to the organization.

PROFILE

. While attending ITT Technical Institute, achieved honors 2 consecutive

quarters.

. Proven customer service ability. Experienced scheduling teams and

delivering 24/7 support to corporate customers. Accustomed to long

hours in pursuit of company goals.

. Superior communications skills include office administration, new

employee orientations, staff development, management of H.R. data and

project coordination.

. Operations Manager said: "(Bernard) has excelled in keeping a positive

work environment and open communication with those that he supervises,

as well as our clients." (2004).

EDUCATION/TRAINING

. Education: ITT Technical Institute, Houston, TX

(2008-Present)

. Computer Network Systems Associates Degree Program (Honors)

. Expected Graduation June 2010

. Current GPA 3.17

. Computer Skills: Microsoft Word, Microsoft Excel, Microsoft Outlook,

Microsoft Access, Microsoft PowerPoint, Windows Server 2003, VMware,

Windows XP, Windows Vista, Linux based Operating Systems and Internet

Research.

EXPERIENCE

Data Entry Operator 1: University of Houston (Jan. 2007- Nov. 2009)

Entered Data into an automated database using a computer terminal; scanned

documents for image storage.

. Processes documents by entering data into a computer terminal.

. Researches and resolves reasons for computer reject of data; informs

supervisor or programmer of systems problems.

. Identifies and corrects discrepancies on data entry form or refers

discrepancies to appropriate staff or supervisor.

. May scan documents into an imaging system and maintain index of

documents scanned.

. Maintains records of forms received and entered and summarizes totals

for preparation of monthly report.

. May periodically assist in alleviating backlogs in other areas, such

as purging files and retrieving documents for authorized personnel.

Various Clerical Temp Assignments: Resource Staffing Agency (Oct. 2005-Dec.

2006)

Provided office administrative and clerical support for clients assigned.

. Pride International (Houston, TX)

. Responsible for organizing their file room and arrange heavy

boxes.

. Christus St. Joseph (Houston, TX)

. Served in the Medical Records Department to organize a high

volume of medical records.

. Sort loose reports and arrange in a terminal digit order.

. Research and analyze the medical records location to ensure

proper placement.

. Scan the medical records into the HBO system and prepare them

for the coding department.

Medical Record Researcher: Medical Research Consultants (Dec. 2004-March

2005)

Research, update, and maintain a management database of client, provider,

and patient information in a timely manner.

. Extensive Internet research to locate and verify initial client

information in order to establish a database record.

. Responsible for making initial and follow up phone calls to clients in

order to cross reference and update information.

. Prioritized record requests on a daily basis to ensure deadlines are

being met.

Account Manager: Barton Protective Services (Jan. 2003-Dec. 2004)

Served as an Account Manager for 3 years; Worked with property management,

maintenance staff and tenants to ensure 100% satisfaction.

. Interviewed candidates, train new hires and conduct monthly training

sessions for current employees. Act as liaison to top management.

Supervise and schedule up to six personnel.

. Process payroll data using Excel spreadsheets. Work with upper H.R.

managers to resolve terminations and employment hearings, and to

discuss benefits with staff.

. Supervisor said: "Without reservation, (Bernard) would step up and

work the many hours outside of his normal scope. I received nothing

but high marks and compliments ... about Bernard." (2004)

Staffing Specialist: Medical Staffing Network (July 2002-Jan. 2003)

Handled H.R. duties; ensured proper staffing of nursing personnel at client

healthcare facilities.

. Supervised and scheduled 250-300 nurses. Volunteered to work 12-hour

shifts on weekends to manage staffing and customer service at two

offices in fast-paced environment.

. Reviewed all timesheets and hours for accuracy. Issued payroll checks

and maintained extensive database of employment information. Met all

productivity goals.

Staffing Specialist: Pro-Touch Nurses, Inc. (July 2001-June 2002)

Worked with the Director of Staffing; carried out human resource and

customer service duties.

. Scheduled and supervised team of 200 nurses. Interview potential hires

and conducted weekly training for new employees. Streamlined hiring by

processing credential documents.

. Served as staffing liaison between client facilities and nurses to

ensure 100% placement and customer satisfaction. Processed payroll and

billing data, and managed employee data on in-house database.

. Managed office administration and resolved customer service inquiries.

Served on-call after hours.

Special Response Officer: American Commercial Security (May 2000-July 2001)

Interviewed and helped hire new employees; provided property security and

customer service.

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