Customer Service Manager
Resume:
Rachel Smith
Email: abqe59@r.postjobfree.com
Address: **** ***** *****
City: Knightdale
State: NC
Zip: 27545
Country: USA
Phone: 908-***-****
Skill Level: Management
Salary Range: $65,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Rachel R. Smith
abqe59@r.postjobfree.com
Objective: A new career in Raleigh, North Carolina, where my family is relocating, with an opportunity to use a variety of skills including customer service, management, coaching,
verbal and written communication, and analytical skills.
Experience:
Principal, June 2009 to Present
Sological Underpennings, LLC, Plainfield, NJ
Sological Underpennings provides professional editing services for small businesses, artists, authors, and organizations. In collaboration with my co-founder, I drive and manage all aspects of this business including editing, marketing, business development, and customer service.
Won partnership with Blue Magic Publishing-we are the preferred editing team for every manuscript.
Hire and manage consultants for editing projects.
Manager, Client Operations, July 2005 - Present
Solix, Inc., Parsippany, NJ
Manage and supervise a team of associate managers and data assistants in support of several departments administering a $2.5 billion federal program.
Supervise productivity and shift resources as needed to ensure that processes are up to date.
Develop and provide initial and ongoing training, coaching and direction to the team in all aspects of their roles, including program goals and volume requirements.
Analyze review processes and documentation, and develop and implement guidelines and other aids to increase efficiency.
Evaluate reviews and communicate analyses to ensure consistency, completeness, equitable treatment of applications and conformance to program rules.
Act as the primary interface for all Client Operations functions and respond to internal and external audit requests regarding review processes.
Aid development of procedures in partnership with external client and internal departments that Client Operations supports.
Track and report department activity statistics to management. Report performance monthly for client review and quarterly for board review.
Monitor associates' performance to detect review problems and workload patterns, to adjust workload as appropriate, to evaluate the quality of the review process, to provide feedback and guidance, to revise procedures and recommend system changes as appropriate.
Interact with leadership as well as external client to provide information related to their processes, to exchange feedback, prioritize projects, streamline processes and lend additional support.
Special projects: assisted with planning and execution of annual meeting; generates articles for intranet.
Rachel R. Smith
Associate Manager II, Program Compliance, October 2004 - July 2005
Solix, Inc., Parsippany, NJ
Examined correspondence from appellants and performed outreach.
Reviewed processing steps for compliance with program requirements and determined fault, if any.
Drafted letters to appellant explaining decision on appeal.
Performed second level review of appeal decisions.
Associate Manager II, Integrated Review, September 2003 - October 2004
Solix, Inc., Parsippany, NJ
Reviewed applications for federal funding to determine if requested services and recipient entities were eligible according to program rules.
Performed audit of applicant budget information as well as contracts and bidding processes to protect the program against fraud.
Provided second-level review of applicant and service eligibility.
Associate Manager I, Program Integrity Assurance, January 2000 - September 2003
Solix, Inc., Parsippany, NJ
Made first level review decisions on applicant requests for federal funding.
Researched applicant, service provider and service provider eligibility.
Contacted applicants for pertinent information and answered inquiries.
Education
Master of Business Administration (MBA), May 2010
University of Phoenix, Phoenix, AZ
Bachelor of Science, Communication, Cum Laude, May 1999
Seton Hall University, South Orange, NJ
Major: Communication with concentration in Public Relations and Journalism.
Minor: English
Dale Carnegie, Parsippany, NJ - High Impact Presentations, May 2009
Presentation Skills by Bill Graham, Parsippany, NJ, October 2012
Skills
Professional Affiliations
Solix Toastmasters, Parsippany, NJ, 2004 - Present
Held offices of Vice President of Membership and Vice President of Education
Love Better Institute, Parlin, NJ, 2012 - Present
Board Member, teach workshops, generate written course material
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