Customer Service Manager

Tracey Mulligan

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

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

City: Woodinville

State: WA

Zip: 98077

Country: USA

Phone: 574-***-****

Skill Level: Management

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

PROGRAM COORDINATION TRAINING TEAM LEADERSHIP

Seasoned manager with talent for guiding employees, implementing changes to improve staff effectiveness and customer satisfaction. Offers diverse experience " including seven years in supervisory roles " with subsequent ability to adapt quickly to new environments.

EDUCATION

M.S., Education,Mental Health Counseling, Indiana University South Bend, Indiana 2012

B.A., Art History, Connecticut College New London, Connecticut 1991

PROFESSIONAL EXPERIENCE

HEALTHY LIVING IS FUN! 2012-PRESENT

Founder/Health and Wellness Coach/Certified Fitness Specialist

Leveraged experience with physical health and understanding of mental wellness to aid clients in overcoming host of obstacles preventing healthy living. Wrote articles and blog posts on topics related to nutrition, exercise, relationships, recreation, and general wellness.

INDIANA UNIVERSITY South Bend, Indiana 2008-2012

Executive Assistant

Supported Vice Chancellor of Administrative and Fiscal Affairs, managing various clerical and administrative functions.(part-time while earning my Master's Degree)

Wrote and received Grant proposals.

Developed FACT Pages book, with information on every building and structure on campus.

Developed, edited and maintained web pages for Dining Services, Human Resources and Fiscal Affairs.

INTERBAY GLOVER FAMILY YMCA Tampa, Florida 2005-2008

Membership Director, 2007-2008

Held direct responsibility for member recruitment and retention at flagship location, with focus on increasing membership revenue growth. Developed and managed $2 million budget and supervised 40 part-time employees in front desk, registration, and nursery areas.

Introduced monthly staff meetings with team-building activities and assigned new shift leads, affecting significant improvement in cooperation and communication between opening and closing shifts.

Contributed to development of and delivered Inner Circle Leadership training for all staff, ensuring consistency of training across all local Y branches.

Took proactive approach to boost member satisfaction, instating additional security measures to minimize unauthorized use of facilities, improving staff training, and minimizing teacher-student ratios in key classes.

Planned, coordinated, and ran multiple special events each year.

Member Relations Coordinator, 2006-2007

Assumed newly created role, taking on responsibility for improving customer service, driving consistency in training, and increasing member satisfaction at facility with 11,000 members.

Solicited feedback from members regarding opportunities for improvement, reviewed results with directors, and assisted in marketing changes to membership; achieved 39% increase in customers ranking their experience as excellent.

Developed and taught orientation for new staff and implemented cross-departmental training.

Oversaw personnel working front desk, nursery, and customer service functions; provided indirect oversight for up to 45; created and staffed new telemanager position.

Participated on several project management and launch teams; administered budget for membership efforts, volunteer initiatives, and nursery.

Nursery Supervisor, 2005-2006

Hired, trained, and supervised staff of 20. Coordinated scheduling, monitored shifts, and conducted staff meetings.

Helped to start nursery association to enhance communication across all Tampa Bay area nurseries.

Implemented new training program.

UNIVERSITY OF LOUISVILLE Louisville, Kentucky 2001-2004

Writer/Editor/Traffic Manager, 2003-2004

Developed print and Web text for University of Louisvilles Brown Cancer Center (BCC).

UNIVERSITY OF LOUISVILLE Writer/Editor/Traffic Manager, continued

Partnered with administrators and interfaced with various departments at BCC in researching and developing policies and procedures manual; gained exposure to multiple divisions and in-depth understanding of hospitals operations.

Played key role on project to design new website for Cancer Center, gathering and coordinating material to be posted.

Liaised between Web designers and internal staff, keeping all parties informed of project status and on track with deadlines.

Graduate Research Assistant/Reporter, 2001-2002

Conducted research on bachelors and M.B.A. programs at sister schools, assisted in organizing curriculum for upcoming school year, and contributed to design of international study opportunity.

AHEAD HUMAN RESOURCES Louisville, Kentucky 1999-2001

Recruiting Manager, 1999-2001; Placement Consultant, 1999

Launched professional recruiting division. Created interview, job order, and employee training documentation; staffed, trained, and supervised placement consultants and outside sales professionals.

Delivered presentations to and established relationships with executives at numerous local companies.

Gained experience guiding recruits through hiring process, from sourcing through interviewing and on-boarding stages.

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