Customer Service Manager

Charlotte A. Batties

**** ****** **. *****, ** **307 330-***-**** *.*******@*****.***

PROFILE: An administrative support professional with a strong desire to contribute to the productivity and proficiency of a progressive organization. Available for full-time/part-time employment opportunity within established organization.

PROFILE SUMMARY: Personable and reliable administrative professional with diverse experience in clerical support and customer service. Successfully managed and operated as an Independent Contractor for ten years which allowed for the utilization of time management skills. Confident and poised in interactions with individuals at all levels. Also possess ability to work both independently and as part of a team and resourceful in completing projects.

Communication Skills Computer Skills Transferable Skills

Customer Service

Public Speaking

Telephone Etiquette

Internet/Web Skills

Typing 40 wpm

MS Office Suites

Multi-task

Manage Time

Plan events

Professional Experience:

Akron Urban League, Akron, OH- 2012 to 2013

Case Manager: Provided administrative support and monitored assistance group as it related to cases referred by Summit County Dept. of Job and Family Services. Directly worked with assigned assistance group to assess what barriers existed that was preventing them from meeting their work participation requirement or obtaining a job.

1. Provided intensive case management services to assist each family in setting and achieving future goals to become economically self-reliant. Monitored each group to ensure work requirements were completed to remain eligible for benefits.

2. Developed a career path plan that defines the avenues and activities that the assistance group needed to complete in order to move toward self-sufficiency and off of Ohio Work First funds. Identified the barriers for each assistance group, and suggested various steps to resolve barriers.

3. Reported information to Dept. of Job and Family Services about issues that had arisen during the monitoring stage. Documented all activities pertaining to cases during the reporting period.

East Akron Neighborhood Development Corporation, Akron, OH- 2009 to 2012

Front Desk Receptionist: Provided administrative support, which included a wide range of specific responsibilities for an agency that provides energy services to low-income residents in the community. Served as first point of customer contact in person and via telephone. The grant for this position ended due to lack of funding.

1. Handled a variety of customer service responsibilities, screened and transferred calls from multiple lines, sent messages and updated client information through email, maintained client files and maintained client spreadsheet to track in-coming mail pertaining to required program documents. Coordinated busy front office clientele consisting of 60% referral business.

2. Provided professional correspondence to customers and vendors, received and distributed

in-coming and out-going mail, ordered office supplies, promoted services in community by attending community events. Organized front desk activities, resolved customer complaints and mailed program applications for weatherization program and emergency home repair program.

1. Achievement: Succeeded within a service-oriented office, demonstrating a talent for communicating effectively with customers to ensure a positive customer experience.

Professional Education: Associate of Applied Business in Office Administration-The University of Akron

Professional Membership: Fairlawn TOASTMASTERS Club

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