Customer Service Manager
Resume:
M ARIE AMORANDO
Brooklyn, New York 11228
Home: 718-***-**** Cell 954-***-****
*********@*****.***
Over ten years of administrative experience in government, private, nonprofit, and financial settings.
H ands-on individual and critical thinker who can develop expertise, and produce immediate contributions
i n systems, business operations and goal-specific projects. A proven team player with the ability to
f unction effectively in a fast paced environment.
Core Strengths
F ile Maintenance, Problem Solver/Multi-Tasker, Call Center/Switchboard experience, Time Management
Skills, Microsoft Word, Excel & Outlook, Organize & Prioritize Tasks, Training & Development, Report
P reparation, Conduct industry and labor market information
Work Experience
Department of Economic Opportunity 2007 –
2012
Customer Service/Administrative
Called and verified all orders and related databases are accurate and up-to-date. Retrieved and prepared
reports from databases as required. Provided staff assistance with orders to properly navigate in
database. Prepared statistical monthly reports for CEO and Board of Directors. Entered, and ensured
accuracy of all order entries in company database. Trained staff on company software. Audited orders for
accuracy according to company requirements. Analyzed developments in specific fields to determine need
for revisions in previously materials and development of new material. Conferred with customer
representatives and vendors to establish technical specifications and to determine subject material to be
developed for publication.
• Conducted online and database research of specific companies
• Made presentations to company’s and community organizations
• Participated in job fairs / business expos to promote company services
Customer Service Specialist/Academic Trainer 2005 to 2007
Facilitated workshops for reemployment. Assessed customers’ qualifications, created a soft employment
p lan, performed intensive job searches. Referred customers’ to job openings, t raining opportunities, and
other employment related subjects.
• Established and monitored personnel files on over 600 customers, on a continual rotating basis
• Performed work and recorded activities and customer information in the company database
• Provided labor market information, orientations, and/or other employment related subjects and
referred customers to supportive services as appropriate
Customer Service Specialist/Career Counselor 2003 to
2005
Assessed jobseekers skills and job readiness. Coordinated and facilitated community recruiting activit ies
such as job/career fairs, High School events. In terviewed and assessed customers’ needs, job skills,
education, knowledge and abilities, and registered applicants as appropriate. Provided inst ructions and
assistance to customers utilizing the services, systems and information available in the Resource Room.
Facilitated Employment workshops and Reemployment classes. Referred customers to job openings,
t raining opportunities, and other employment related services as appropriate. Recruited individuals for
specific company needs. Coordinated and facilitated community recruiting activities such as job/career
fairs, H igh School events.
• Developed specific reports to submit to Team Leader
• Established and monitored personnel files on over 1100 clients on a continual rotating basis
• Provided labor market information, orientations and/or other employment related subjects and
referred customers to supportive services as appropriate
N AFTA, TAA Coordinator/Career Counselor/OPS 2002 to
2003
Coordinated Assessment Testing Program. Facilitated employment workshops and Reemployment classes.
Established and monitored personnel files on over 500 clients, on a continual rotating basis.
• Monitored Fraud, Waste and Abuse of Federal program
JVI Custom M illwork 2002 to
2002
Office Manager
M anaged day to day operations. Set up appointments and took messages. Mailed out vendor checks.
Performed data entry on all t ransactions received. Performed bookkeeping - A/P, A/R, Collections.
UBS Paine Webber, New York, New York 2001 to
2001
B roker’s Assistant- In ternship
Assisted financial advisor in posting and journalizing daily t ransactions. Computed figures, such as
balances, totals, gains, losses, or commission.
• P repared reports summarizing daily t ransactions for individual customer accounts
• Operated switchboard (200 lines)
Salvation Army, Brooklyn, New York
Receptionist
1999 to 2000
Operated switchboard and directed calls from multi-lined phones. Set up appointments and took
messages for case worker. Assisted clients with appointments, shelter, food, and clothing.
Education / Certification
Katharine Gibbs School - New York, New York - A.A. Business Administration
2001
Dynamic Works Institute - Rockledge, Florida - Florida State Certified Tier-1
2003
Global Career Development Facilitator - GCDF Certified
2007
Trainings - Ethics, Customer Service, Workplace Violence, Plain Language Training
2010
Certificates “Conflict Management” & “Serving Your Customers When You Really Don’t Feel Like i t” 2012
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