Customer Service Manager

Nicole Laidlaw

Email: *********@********.***

Address: *** ******* ***

City: San Jose

State: CA

Zip: 95125

Country: USA

Phone: 408-***-****

Skill Level: Management

Salary Range: 120

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Nicole Laidlaw

885 Buchser Way

San Jose, CA 95125

408-***-**** Hm

408-***-**** Fax

408-***-**** Cell

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

OBJECTIVE

To secure a position in which my extensive experience

across varied industries can be utilized to attain

business, fiscal and operational goals with maximum

efficiency.

EXPERTISE

- Precise planning, forecasting, and analysis skills

- Exceptional process management and problem-solving skills

- Proficient at maximizing efficiency through procedure

optimization

- Demonstrated ability to grasp and apply new skills

quickly

- Ability to prioritize multiple projects with divergent

needs

- Ability to motivate and lead highly productive teams

COLLEGE EDUCATION

Golden Gate University, Marina, California, 2003 - 2005

- MBA Management GPA 3.9, Ongoing, 24 Units Complete

University of Phoenix, Wailuku, Hawaii, 1999 2002

- BS Business Information Systems GPA 3.88, with Honors

PROFESSIONAL EDUCATION

- Managing Projects to Success, CTB University, July 2004

- Introduction to Educational Measurement, CTB University,

May 2004

- Basic Principles for a Collaborative Workplace, CTB

University, July 2003

- Leadership for Results Management Seminar, CTB

University, July 2003

- Consultative Approach Workshop, Advance Consulting, June

2003

- Quality Improvement Management Process, Philip Crosby

Associates, Inc., Oct. 1992

PROFESSIONAL EXPERIENCE

Jancyn Enterprises, San Jose, California

2005-Present

Operations Manager

- Successfully migrated project operations to new HTML

based reporting software, including IC database

optimization, introduction of IC ratings, and improved

billing procedures

- Personally programmed HTML based reporting software for

project implementation, managing up to 20 ongoing customer

service and compliance related projects

- Hired and trained a team of up to 12 Independent

Contractor Project Managers, including capacity planning

and capability enhancement

- Introduced and implemented the use of a master schedule

to manage project scheduling, improving continuity and

timely follow-through

- Introduced and implemented the use of Best Known

Practices project documentation improving project delivery

and transfer of knowledge base

- Successfully developed IC staff hiring practices and

training documentation that resulted in a quality IC

workforce with increased tenure

- Hired and trained internal operations team

The McGraw-Hill Companies, Inc., Monterey, California,

2003 2005

Program Coordination Supervisor, CTB Program Management

- Supervised a team of up to 20 Program Coordinators,

including capacity planning and capability enhancement

- Established training and staff development plans, and

provided counseling

- Directed workflow to assist and support program

management in conceptualization, planning, and

implementation of requirements to ensure successful custom

contract execution, customer satisfaction, and quality

standards

- Personally assembled teams to implement new systems,

document processes, and create procedures to facilitate

quality and process improvement

- Personally administered the Program Coordination

SharePoint and Program Operations sites creating online

tools for process documentation, information storage, and

new employee training support

RE/MAX Maui, Kihei, Hawaii, 2000 - 2002

Business Manager

- Created revenue tracking and forecasting system to

facilitate cash flow analysis and fiscal planning

activities

- Created procedure manual to improve efficiency of fiscal

planning and administrative operations

- Created procedure for multiple listing entry of entire

new home developments from initial listing through final

sale to facilitate island-wide brokerage and agent market

share data collection and reporting

- Administered brokerage budgeting, fiscal control,

payroll, purchasing and general business activities

- Planned, organized, directed, coordinated and evaluated

daily business operations

- Hired and trained administrative staff

Prudential Locations Real Estate, Kihei, Hawaii, 1998 - 2000

Operations Manager

- Streamlined contract administration procedure for general

brokerage and new home development sales transactions

resulting in reduced staffing requirements

- Created procedure for multiple listing entry of entire

new home developments from initial listing through final

sale to facilitate island-wide brokerage and agent market

share data collection and reporting

- Created procedure to ensure adherence to contractual

conditions for new home development transactions limiting

brokerage liability resulting from contractual errors and

omissions

- Planned and administered budget forecasts and reconciled

departmental financial reports

- Hired and trained administrative staff

Bishop Street Press, Kihei, Hawaii, 1996 - 1998

Director, Customer Services

- Managed customer service activities for artist proof and

reproduction of fine art

- Planned and administered company budgeting, fiscal

control, payroll, purchasing and general business

activities

- Planned, organized, directed, coordinated and evaluated

daily business operations

- Hired and trained administrative staff

Independent Consultant, Kihei, Hawaii, 1993 - 2002

- Provided business management consulting services to small

Maui businesses

NCR ShareBase Corporation, San Jose, California, 1988

1992

Manager, National Support Center Administration

- Streamlined customer service contract administration and

billing processes, which resulted in additional annual

revenue of $250K

- Tracked and analyzed profit and loss performance of a

Customer Service organization with annual revenue $7.6M and

profit of $3M

- Personally tracked and billed $1.5M of consulting

services revenue generated over 24 months by 15 contract

consultants

- Participated in annual operations planning of customer

support organization including fiscal forecasting

- Developed performance standards, job descriptions and

tactical plans establishing a baseline for performance

appraisals

- Compiled Customer Service Policies and Procedures Guide

- Collaborated with information systems department to

optimize customer databases facilitating biannual customer

satisfaction surveys

- Planned, organized, directed, coordinated and evaluated

daily business operations

- Hired and trained administrative staff across varied

disciplines

COMPUTER EXPERTISE

Proficiency in the following software applications:

- Microsoft Office Suite

- Microsoft Project

- Microsoft Visio

- Microsoft SharePoint

- Microsoft PowerPoint

- Microsoft Money

- Intuit QuickBooks & Quicken

- Adobe Acrobat Professional

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