Freda Mercer
Email: ********@**************.***
Address:
City: Cartersville
State: GA
Zip: 30121
Country: USA
Phone: 404-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Results-oriented Manager with diverse background in management and customer service Experienced with strong leadership and relationship-building skills Friendly with can-do attitude and willingness to help at all times with strong focus on customer service Manager with a track record of managing a wide variety of customer service issues quickly and efficiently. Proven ability to work with all levels of organization
Educational Background:
High School Dipolma from Cross Keys, Atlanta GA 1/2001 to 6/1974 (Diploma)
Job History / Details:
Summary
Results-oriented Manager with diverse background in management and customer service
Experienced with strong leadership and relationship-building skills
Friendly with can-do attitude and willingness to help at all times with strong focus on customer service
Manager with a track record of managing a wide variety of customer service issues quickly and efficiently.
Proven ability to work with all levels of organization
Highlights
Team management
Excellent understanding of how decisions affect customer satisfaction
Conflict resolution techniques
Meticulous attention to detail
Skilled at multi-tasking
Deadline-oriented
Ability to negotiate on behalf of company with vendors and suppliers in regards to new products and software improvements
Microsoft office proficiency
Excellent communication skills to teach and advise others
Self starter
Strong organizational skills
Experience
February 1991 to December 2011
Cox Enterprises, Inc Corporate Security Atlanta, Georgia
Manager
Managed pre-employment background screening investigation processes for all divisions of Cox Enterprises
Interfaced across the organization to clearly capture specific background needs and requirements
Developed, customized and implemented programs to maximize internal customer satisfaction.
Improved service quality and reduced cost by developing a strong knowledge of outside suppliers' products and services
Provided support to all business divisions
Supported Corporate Security department through management of the annual budget, and supported field investigations as a research specialist.
Traveled to business locations to assist and develop background processes and quality control methods.
Addressed negative customer feedback immediately.
Provided a high level of product and leadership support to representatives and clients.
Effectively communicated with team members to maintain clearly defined expectations.
Collected, monitored and evaluated customer requirements to achieve desired delivery and turnaround time
Resolved customer questions, issues and complaints
Developed and implemented policies, procedures and process improvement initiatives to improve overall processes.
Oversaw Corporate Security billing processes and maintained department budget.
Education,
High School Diploma
Certificates in:
Internal InvestigationsGeorge Washington University seminars
Employment LawUniversity of TN Continuing Education
Essentials of HR ManagementSHRM classes
Various managing seminars Cox Enterprises, Inc.
Creative WritingKennesaw State Continuing Education
LPN programPerimeter College, Clarkston, GA
High School DiplomaCross Keys High School, Atlanta, GA