Customer Service Manager

Kathleen Ferreira

***-** ******** **** ***** Ozone Park, NY 11420 Cell: 917-***-****

******************@*****.***

Versatile and hard-working professional with five years of diverse experience in management and twelve

years of customer Service expertise.

Highly skilled interpersonal and communication abilities to build rapport with clients to ensure positive

internal and external customer relations and excellence in management.

Excellent communicator who is a collaborative team leader and motivator with strong multi -tasking and

problem resolution skills to manage resources effectively and meet time-sensitive deadlines.

Computer Proficiency: Microsoft Word, PowerPoint, Excel, Publisher, and Outlook.

AREAS OF EXPERTISE

Hospitality Client Relations Project Management

Bar Management Customer Service Workflow Management

Staff Supervision Strategic Planning Program Management

EDUCATION

Metropolitan College of New York - New York, NY – Master of Business Administration Aug 2012

Sigma Beta Delta Honor Society

Globe Institute of Technology, NY – Bachelor of Science in Business Administration Jan 2010

Concentrated on Management and Hospitality.

P ROFESSIONAL EXPERIE NCE

Bureau of Examinations (on Assignment)

Test Administrator New York, N.Y 2009 to Present

Effectively prepared and monitored various types of city exam.

Obtained and accurately verified all examiners identification before seating in for exam.

Coordinated announcements pertaining to testing rules and regulations.

V.F.W. POST -

Manager Jamaica, N.Y 2004-2009

Maintained the bar by setting a welcoming atmosphere for customers.

Oversaw all services such as budgeting, inventories, and all deliveries.

Opened and closed bar.

Responded to and resolved all guest complaints in a timely manner.

Trained new bartenders in liquor handling, preferred guest interaction, and money handling policies.

Mary Immaculate Hospital Jamaica N.Y 1999-2004

Front Desk Information

Responsible for providing professional and effective customer service.

Managed office workflow, face-to-face appointments, and direct personnel vital to driving day -to-day

operations.

Handling all incoming mails for patients

Directing family and visitors to a particular hospital unit.

Peter Young Men’s Shelter Brooklyn N.Y 1998-1999

(Volunteered)

Duties include assisting my supervisor and MICA Case Manager’s as they perform duties such as:

assessing participant’s basic needs for services within the MICA Umbrella.

Conduct bi-weekly counseling sessions as well as weekly groups.

Give participants proper referrals that match their daily needs. Facilitates weekly case conferences

and weekly supervision.

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