Customer Service Manager
Resume:
Susan Gibbons-Bullock
San Diego, CA 92108
**********@*****.***
Objective
A position in which acquired expertise, creative talents and commitment to excellence will have valuable
application.
Qualification Highlights
Quick study with an ability to rapidly achieve organizational integration, easily assimilate job
requirements and employ new methodologies. Energetic and self-motivated team player/builder.
At ease in environments with emerging and multiple responsibilities.
Excellent leadership, oral/written communication, interpersonal, intuitive and analysis skills.
Thrive both in independent and collaborative work environments.
Innovative professional with over 15 years’ of progressive management with demonstrated
initiative, creativity and success. Proactive leader/manager with experience in multi-cultural
environments.
Expertise in strategic planning, cost containment, budgeting/finance, customer service, staff
training, teaching, supervision and mentoring.
Skilled in P&L management, pricing strategies, staffing, purchasing and vendor relations, and
management reorganization.
Known for developing and executing innovative customer service standards and processes.
Proven track record of increasing revenues, streamlining workflow and creating a team
environment to increase productivity.
Professional Experience
Suz Student Services and Homestay, San Diego, CA
Administrative Officer Consultant ($20/hr)
December 2011 to present
Sourced families for homestay accommodations
Researched and negotiated with vendors for activities, trips, transportation
Managed Accounts Receivables and Accounts Payables
Handled bookkeeping and data entry
Language Studies International, San Diego, CA
Center Director ($48,000/yr)
August 2010 to November 2011
Delivered superior customer service satisfaction by overseeing all departments: academic,
financial, immigration and accommodation
Managed annual P&L plan successfully
Directed all financial, budgeting, operating, compliance, purchasing, domestic marketing, human
resource, and administrative functions
Ensured timely execution of financial reporting, operating forecasts, cash flow planning, new
project evaluation, regulatory, advertising, cost/pricing and related activities
Hired, trained and supervised support staff
Language Studies International, San Diego, CA
ESL Instructor / Program Coordinator ($18/hr)
January 2009 to August 2010
Successfully delivered all courses to all levels, including TOEFL, FCE, CAE and CPE test
preparation
Actively participated in all staff/faculty meetings and student activities
Managed Internship Program for incoming students
Coordinated Cambridge exams for local ESL schools four times per year
IES, San Diego, CA
ESL Instructor ($18/hr)
October 2007 to December 2008
Successfully delivered all courses to all levels, including TOEFL test preparation
Actively participated in all staff/faculty meetings and student activities
Embassy CES, San Diego, CA
Center Director ($55,000/yr)
November 2002 to April 2007
Delivered superior customer service satisfaction by overseeing all departments: academic,
financial, immigration and accommodation
Managed monthly P&L plan successfully year-on-year, with best figures overall: 3% savings in
costs, 31% increase in operating profit over budget; 4% savings in costs, 114% increase in
operating profit over last year
Directed all financial, budgeting, operating, compliance, purchasing, domestic marketing, human
resource, and administrative functions
Ensured timely execution of financial reporting, operating forecasts, cash flow planning, new
project evaluation, regulatory, advertising, cost/pricing and related activities
Hired, trained and supervised support staff
Embassy CES, San Diego, CA
Director of Studies ($40,000/yr)
January 1999 to November 2002
Trained, mentored and managed all teaching staff
Monitored and controlled all teaching and materials costs according to monthly P&L plan
Assisted in curriculum development; key role in developing and implementing
Responsible for counseling all students in academic and personal areas
Interfaced with management to develop short/long term course and budgetary goals a nd objectives
Converse International School of Languages, San Diego, CA
Senior ESL Instructor and Curriculum Coordinator ($18/hr)
May 1996 to December 1998
Successfully delivered all courses to all levels, including TOEFL, FCE and CAE test preparation
Key role in development and implementation of curriculum
Scheduled, conducted and arranged all teaching staff meetings
United Education Institute, San Diego, CA
Senior ESL Instructor ($18/hr)
September 1990 to December 1995
Successfully delivered all courses to all levels
Key role in development and implementation of curriculum
Scheduled, conducted and arranged all teaching staff meetings
Liaisoned with publishers to negotiate prices for materials
Assisted Director of Studies in teacher evaluations, mentoring and performance reviews of
teaching staff
Coordinated all entrance, exit and aptitude exams
* Awarded Instructor of the Month – 1991, 1992, 1994, 1995
* Awarded Instructor of the Quarter – 1992, 1994, 1995
* Awarded High Student Monthly Retention 36 times – 1990 to 1995
The Shipping Room, Inc., Toms River, NJ
General Manager ($30,000/yr)
June 1985 to July 1990
Directed daily operations for international packaging and shipping company
Provided excellent customer service to individual clients and major accounts
Contracted and negotiated with transportation companies
Analyzed competitor pricing and formulated pricing strategies, product mix discounts and special
combination values
Managed all financial planning, budgeting, forecasting and cost analysis functions
Developed new accounts and serviced existing clientele
Trained and supervised support staff
Orchestrated all cash management, inventory control, and in-store promotions
Education
A.S. – Pre law
Kelsey Jenney College, San Diego, CA
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