Management Customer Service

Charlotte Fay Sanders

**** *. **. **** ***, San Bernardino, CA. 92405

Phone: 909-***-**** - Email:**************@*****.***

Professional Summary

• (10) plus years’ of experience gathering, and analyzing complex data, drawing conclusions

and making sound recommendations.

• Four (4) plus years’ experience supervising small to medium sized departments with proven

ability in achieving results by prioritizing activities, delegating and monitoring ongoing

progress of results.

• Possess strong critical thinking and problem solving skills.

• Self-starter with ability to lead others by setting high standards for ethics and integrity.

• Strong oral and written communication skills with ability to communicate with all levels of

management, employees and external stakeholders.

Professional Experience

Southern California Edison, Ontario, CA

Meter Reader 2010 - Present

First line of contact for customers, ensuring that CSOD policies and procedures are followed while

providing the highest quality service, and remaining customer focused in a fast-paced and continuously

changing environment.

Analyze meter errors, make sound decisions, recommendations, and maintain customer confidentiality.

Conduct research analysis, identify defects and provide recommendations for meter errors.

Maintain departmental safety protocol while adjusting to changing working conditions.

Effectively communicate billing option information to customers

Exercised sound judgment to manage escalated customer’s complaints and utilizes conflict negotiation

skills.

Communicate with internal/external clients to resolve sensitive customer’s issues.

Accurately read meter registrations and input data for monthly customer billing.

Ability to maintain effective working relationships with customers, peers, interfacing organizations and

management and take responsibility for actions.

Respond to customer inquiries and complaints with a sense of urgency to meet their service needs and

provide consistent feedback.

.

Recognized as a team player with ability to motivate and encourage peers to strive and reach

departmental goals.

Assist customers with sensitive or difficult issues, disconnects, payment arrangements and high bills

while displaying CSOC Mission, Visions and values.

Accomplishments

Successfully completed several company sponsored training programs which provided tools and

increased knowledge to enhance the customers experience.

Obtained certificate for all mandated safety training (Dog, Vehicle, etc.)

Achieve high performance standards and adhere to all MSO key performance indicators

Job Shadowed employees in Planning Department and Call Center to become familiar with the

functions of DM (creating pivot tables & running various reports), CSS, and Lotus Notes (ordering

supplies, reserving conference rooms). Also received job overview from these department

employees.

Jobing.com, Riverside, CA

Advertising Industry Manager 2007-2009

Interacted daily with existing and potential clients by communicating processes and updates for local

recruitment and branding.

Utilized strong oral and written communication skills to report status updates, industry trends, and

projected goals to clients and peers.

Transcribed letters for General and Regional managers; transcribing also included internal memos and

notifications.

Maintained confidential documentation and utilized electronic and paper filing for various types of

documentation.

Educated employers on the lifecycle hiring needs of their business. Also explained to them the benefits

of maintaining an ongoing applicant pool of qualified candidates.

Calendared meetings using Outlook for upper management, created reports and graphs utilizing Excel,

created external letters to potential clients and community organizations in Word, also scheduled and

assisted with the facilitating of Management conference calls.

Initiated Branding campaigns to provide clients with introduction to local markets

Input daily job ads into database for recruitment of various types of employment

Managed multiple projects and assignments while adjusting to changing priorities.

Maintained client communications through email, telephone and traditional land mail.

Provided information and recommendations that influence decisions with minor to moderate corporate impact.

Worked effectively with all levels of management, including company executives and senior managers,

as well as establishing relationships with key external contacts, such as community based executives

(non-profit organizations), PIHRA contacts, SPHRA contacts, local business owners, and other

employment advertising agency representatives.

Coordinated travel arrangements, meeting and training for employees and management.

Processed purchase orders, invoices, and customer contracts.

Utilized Excel, Word, PowerPoint and Outlook to create agendas, training material, flyers,

presentations, schedule meetings, daily logs, progress reports and departmental updates.

Created, monitored and produced graphics and marketing material to ensure advertisement reached

intended demographics and clientele.

Provided oversight for Career Expos (job fairs) to ensure work is on track and results achieved

Facilitated conference calls, meetings, and scheduling for management and clients.

Conducted follow-up interviews to ensure customer satisfaction was achieved.

Partnered with peers and management to strategize sale goals.

Monitored sales goals and projected new business ventures.

Trained new employees on effective customer service strategies and marketing plans.

Interfaced with customer on a daily basis to resolve complaints and issues.

Exercised discretion and good judgment, maintained high working standards and ethics while

performing under minimal supervision.

Accomplishments

Recognized as a team player, motivator and results driven focused on customer satisfaction.

Personnel Concepts, Pomona, CA.

Marketing Specialist/Team Lead 2004-2004

Partnered with peers to improve and document sell techniques and promote ethical sell practices that

enhanced sells opportunities.

Provided updates to Labor Laws and changes to existing and potential customers.

Utilized outlook, Word and Excel to produce an increase in overall work performance.

Created Excel spreadsheet to track daily call volume, sales and corporate goals.

Promoted campaigns and pricing that fostered growth and new business associates.

Demonstrated effective decision making, communication and team building skills.

Conduct in-depth analysis of Labor Laws, drew conclusions, developed solutions and made

recommendations to existing and potential clients.

Processed purchase orders, invoices, and customer contracts.

Taking minutes during management minutes for recordkeeping and team updates.

Interfaced with customer on a daily basis to resolve complaints and issues.

Maintained documentation of labor law changes and client database affected by law updates &

revisions.

Accomplishments

Recognized as sales person of the month for exceeding sales goals by more than 25%.

Lifcraft Group Home, Rialto, CA.

Assistant Facility Manager 2003-2004

Monitored daily activities of court appointed minors.

Partnered with Probation department, schools and staff members to develop long and short term goals

discuss client progress and assist with reunification process.

Maintained staffing resources to ensure facility ran at full capacity.

Facilitated staff meetings and updates from management and peers.

Scheduled trainings and orientation for new hires.

Point of contact for emergency protocol to ensure proper policy and procedures were adhered to.

Created and updated daily log to monitor minor’s progress, behavior and interaction with staff and other

program participants.

Input monthly reports in facility database.

Certified in CPR, First Aid and PARTS.

Accomplishments

Developed refresher training which reduced number of incidents and increased overall moral of

clients and staff.

Telegate, San Bernardino, CA

Directory Assistance/Traffic Specialist 2002-2003

Provided residential and commercial 411 directory assistance to customers.

Performed quality assurance, monitoring and monthly stats for operators and management.

Conducted statewide skip trace searches for government & private businesses.

Assisted Team Leads with New Hire training and return employee training updates.

Conducted performance reviews and provided recommendations for incentives and disciplinary actions

for upper management.

Supervised small team of peers responsible for maintaining Call balancing, Data Collection and Data

entry.

ADP payroll

Prepared charts and graph for Call statistic reporting.

Knowledge of company payroll and online programs.

Partnered with HR and other agencies in facilitating programs that prepared displaced workers for job

transition and rotation.

Delegated departmental duties to minimize call backlog and employee overload.

Accomplishments

Recognized as a team player, motivator and results driven focused on customer satisfaction

Trinity Children & Family Services, Yucaipa, CA.

Administration/AOD 1998-2002

Supervised after hours 72 bed treatment facilities for court placed minors.

Coordinated and monitored recreation programs, outings, activities and scheduling.

Performed behavior reviews and recommended disciplinary actions.

Facilitated staffing resources to ensure operation needs and safety goals were met.

Maintained daily progress log detailing minors interaction with staff and peers.

Presented monthly updates and minor’s progress reports to social workers and management.

Monitored daily medication distribution, inventory control and supply requisitions.

First point of contact during crisis situations, maintained control, mitigated crisis counseling and notified

emergency resources.

Accomplishments

Successfully ensured a cohesive working environment for counselors and clients

Professional Development

Microsoft Office Specialist Certificate

Contact this candidate