Customer Service Manager

Confidential User

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

Address: Address Withheld

City: Miami

State: FL

Zip: 33155

Country: USA

Phone: 786-***-****

Skill Level: Director

Salary Range: $123,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

PROFESSIONAL EXPERIENCE

MIAMI DADE COUNTY

FINANCE DEPARTMENT

Executive Assistant to the Finance Director

2006 to present

* Serve as the advisor to the Finance Director, identifying, framing, and analyzing issues for the Director's attention.

* Liaison between Finance Department and other County departments such as the Employee Relations Department and constituents representing the Director's view on a broad range of internal, administrative, personnel, operational, and planning matters.

* Planning, formulating, implementing and administering operational and technical matters for the Finance Department, for example, developing and recommending changes to existing policies and directives.

* Establishing objectives and goals in support of the County's strategic plan. Developing short- and long-term plans; establishing priorities for the organization. Providing the planning of resources for management of operations to ensure adequate support for and improvement of the Finance Department's objective and goals.

* Direct and compile all phases of the Finance Department's budget of $58 million annually including personnel, facilities, and new technology or enhancements to improve efficiencies.

* Prepared and manage the succession plan for the Finance Department through long term training plans and job rotations.

* Responsible for the procurement of all services related to the Finance Department. Serve on request for proposals as a subject matter expert.

* Coordinate the responses to public information requests.

* Research markets for new developments in technology to develop, implement, and monitor updates for management information systems.

* Review of all correspondence, reports and other materials directed to the Finance Director; review material to be signed by the Finance Director, as well as prepare correspondence, presentations, special analyses or other assignments. Such assignment may include developing background information, documenting facts, substantiating conclusions, and developing alternative course of action and recommending changes to policy issuances.

* Responsible for the Disaster Assistance Employees' call center in case of emergencies. Developed the procedures, trained staff, and provide mock activations.

* Planned, coordinated, and supervised special studies.

* Serve as legislative liaison to review new or proposed legislation, Mayoral directives, or other organizational program directives

SPECIAL TERM APPOINTMENT TO HOUSING AGENCY (H.A.)

Management Assistant Team at the Division of Development and Loan Administration Division of the H.A.

* Responsible for the daily management of the office, reviewed material to be signed, prepared correspondence, presentations, special analyses or other assignments for County Manager's office.

* Developed background information, documenting facts, substantiating conclusions, and developing alternative course of action and recommending changes to policy issuances.

* Coordinated the update and fulfillment of several requests for information.

* Advised and dealt with personnel issues such as conflict resolution among existing staff, performance evaluations, and disciplinary actions.

* Served as liaison between Finance Department, the Mayor's office and other County departments such as the Employee Relations Department and constituents representing the Finance Director's view on a broad range of internal, administrative, personnel, operational, and planning matters.

* Worked closely with the County Attorney's office to improve the County's position for contracts with developers and outside contractors. Also worked closely with the forensic auditors and implemented measures to improve external and internal controls as problems came to light.

* Served as the Chairwoman of the Development and Loan Administration Division's Loan Committee. The Committee reviewed homeownership loans that were problematic as well as recommends terms and conditions for developer loans that had been awarded through the Request for Application process. The Committee also serves as an appeal committee for developers whose contracts have been terminated.

CARLOS ALBIZU UNIVERSITY

BUSINESS PROGRAMS

Adjunct Faculty

2007 to present

Conduct lectures and seminars in various fields of study such as statistics and business management as follows:

* Business Research Methods (Graduate)

* Beyond Quality Management and Performance Improvements (Graduate)

* Systems Approach to Management formerly Principles of Management and Supervision (Undergraduate)

COMPTROLLER OF THE CURRENCY

PROGRAM & MANAGEMENT ACCOUNTABILITY DIVISION

Program Analyst

1995 to 2006

* Responsible for administering internal control and management audits for the Office of the Comptroller of the Currency. My work expanded to include Enterprise Risk Management where identifying and establishing the organizational risk assessments as well as participating with Executive Committee members to identify and define programs or processes that were in place to mitigate these risks.

* Responsible for various audits and defining the scopes of these audits, researching organizational issues, constructing quality review questionnaires and analyzing and evaluating findings so management could address issues.

* Responsibilities included training and coaching management regarding the business process improvements and the Performance Excellence Criteria.

* Provided analytical and program administration for critical components of the Quality Management Program which included the formulation, management and analysis of the budget for the Comptroller's front office as well as the four units reporting to the Comptroller that represents approximately $9.2 million dollars.

* Established guidelines and procedures to assist management to streamline processes.

* Responsible for planning and coordinating monthly staff meetings, special events, such as Bankers Outreach, Community Development Outreach, or Specific Bankers Training.

* Responsible for creating and maintaining the schedules for a staff of forty bank examiners. Coordinate the scheduling of bank examinations to meet FIDICIA examination requirements while meeting projected staffing plan.

SPECIAL TERM APPOINTMENTS SELECTED BY AGENCY-WIDE SELECTING COMMITTEE

Recruiter for the National Recruitment Program

As a National Recruiter, I assisted senior management by interviewing and testing applicants in an effort to improve recruitment and retention of minorities with an emphasis on Women and Hispanics.

EEO Counselor, Mediator and National Trainer

As an EEO Counselor and Mediator, I handled pre-complaint Equal Employment Opportunity (EEO) Issues. As EEO Counselor, I negotiated settlements on behalf of my bureau. As a trained mediator, I participated in a shared neutrals program. These activities contain a high level of legal documentation, which included the filing of EEO Counseling Reports. These reports are completed for each case handled and are used during the formal process to assist the investigator or court to determine if discrimination had occurred. Because of my success in this area, I was chosen to be a member of an EEO task team charged with the development of multi-media computer based training for EEO Counselors. This included determining the content as well as writing the storyboards, on-line helps systems, and a facilitator's guide. In 2003, I was asked to provide EEO and Conflict Resolution training to Field Offices and Headquarters.

Hispanic Special Emphasis Program Manager

As the Hispanic Special Emphasis Program Manager, I assisted senior management to improve recruitment of Hispanics and participate in the Headquarters Equal Employment Opportunity Advisory Committee to address issues affecting employees.

TOPP TELECOM

Customer Service Supervisor

1996-1997

* Supervised incoming customer service calls to add time to prepaid accounts, correct technical problems, and activate cellular phones.

* Managed all technical troubleshooting with customers, vendors, and programming department to determine and establish guidelines to meet the needs of the prepaid cellular service customer.

* Responsible for bi-weekly meetings, planning and coordinating staff training. I utilized our daily, weekly, and monthly reports to identify trends and training needs. As part of staff development, I was responsible for coordinating cross-training and mentoring staff with abilities to advance within the organization by supervising and monitoring the progress of each customer service representative.

* Motivated the staff to streamline work processes while providing excellent customer service; we reduced the total number of open customer service requests.

* Responsible for managing the scheduling and human resources issues for sixty customer service representatives. This included periodic performance evaluations, insurance questions, and pay disputes.

Other Experiences and Memberships

* BESMAN INC., D/B/A ALL AMERICAN ANSWERING SERVICE, SALES MANAGER; 1995 to 1996

* TRAVEL OPPORTUNITIES OF FT. LAUDERDALE, INC., SALES REPRESENTATIVE; 1994 to 1995

* MARY KAY COSMETICS, BEAUTY CONSULTANT; 1994 to 1997

* FOWLER WHITE,FOWLER, WHITE, ET AL, ACCOUNTING CLERK; 1993 to 1994

* RODEHEAVER BOYS RANCH, COTTAGE PARENT; 1991 to 1993

* BARNETT BANK, HEAD TELLER/LOAN CLERK/CUSTOMER SERVICE REPRESENTATIVE/ADMINISTRATIVE ASSISTANT; 1989 to 1991

* FLORIDA KEYS CHILDREN SHELTER, HOUSE PARENT; 1990 to 1991

* LIPSON, BLATTMAN, & LUNDY, BOOKKEEPER; 1987 to 1989

* BACON, JOSEPH, BROWN LTD, INC., OFFICE MANAGER; 1987

* MENENDEZ JEWELERS, INC., BOOKKEEPER; 1983 to 1987

* JEAN M. LIGHT INTERVIEWING, INC., INTERVIEW REPRESENTATIVE; 1979 to 1983

EDUCATION

M.B.A., Organizational Management Miami, Florida

Carlos Albizu University

* Utmost Distinction, GPA 4.0

B.S., Organizational Management Miami, Florida

Carlos Albizu University

* Magna Cum Laude graduate

CERTIFICATIONS

AMERICAN SOCIETY FOR QUALITY December 2000

Certified Quality Auditor

FLORIDA GOVERNOR'S STERLING AWARD BOARD OF EXAMINERS OCTOBER 2006

LEAD EXAMINER

HONORS AND AWARDS

* U.S. Department of the Treasury Special Act Award, EEO September 2005

* U.S. Department of the Treasury Special Act Award October 2004

* U.S. Department of the Treasury Special Act Award, EEO October 2004

* Carlos Albizu University Student Excellence Award October 2004

* U.S. Department of the Treasury On-the-Spot Award September 2004

* U.S. Department of the Treasury Special Act Award September 2003

* Carlos Albizu Student Council's Student of the Year 2003 May 2003

* U.S. Department of the Treasury Special Act Award September 2002

PROFESSIONAL MEMBERSHIPS

AMERICAN SOCIETY FOR QUALITY, Section 1510 1999 to present

PROJECT MANAGEMENT INSTITUTE 2001 to present

FLORIDA GOVERNOR'S STERLING AWARD BOARD OF EXAMINERS 2002 to present

AMERICAN SOCIETY FOR PUBLIC ADMINISTRATION 2003 to present

NATIONAL ASSOCIATION OF FEMALE EXECUTIVES 2003 to present

SKILLS

Proficient in 10 key and 10,000 keystrokes on keyboard.

Typing skills of 55 words per minute.

I am an expert user and troubleshooter of the following software:

Adobe Acrobat Microsoft Front Page

Banyan Mail Microsoft Image Composer

Comquest Libraries Microsoft Internet Explorer

DOS Microsoft NetMeeting

DYNACOM Microsoft Outlook

Harvard Graphics Microsoft Power Point

I.H.S. Libraries Microsoft Project

Lotus 1-2-3 Microsoft Publisher

MGI Photo Suite Microsoft Word

Micrografx Designer Microsoft Visio

Micrografx FlowCharter Norton Utilities

Micrografx Media Manager One-Write

Micrografx Picture Publisher Peachtree

Micrografx Suites People Soft

Microsoft Access Quicken

SPECIAL SKILLS

Advanced computer skills

Superb ability to identify, analyze and solve problems.

Excellent interpersonal and communication skills, oral and written.

Extensive experience in multi-cultural groups, diverse work environments and teams.

Great organizational skills, excellent planning and decision-making skills.

Ability to learn fast and train others, especially in technical issues.

Detail oriented and strong believer in customer service.

Bilingual in English and Spanish. (Read, Write and Speak)

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