Customer Service Manager

**** ******** 313-***-**** ph/msgs

WANDA F. BAYLES

Dearborn, MI 48126 *****@*****.***

SUMMARY ■ Experienced Customer Service Manager with strong training and employee development

background seeking challenging position offering opportunities for continuing professional

growth and merit-based advancement.

■ Well developed communication and training skills; record of identifying and developing

employees with management potential.

■ Committed to achieving organizational goals in a cost-efficient and time-sensitive manner.

EXPERIENCE FORD TRAINING & DEVELOPMENT CENTER Dearborn, MI

Account Manager, through BCD Travel, May 2005 to present

• Assist with implantation, testing and training in support of the 2011 Saba upgrade launch.

• Provide Saba end user support.

• First level Saba technical support.

• Saba administrative support with courses & offerings.

• Manage customer training center.

• Ensure positive experience, training and planning for 10,000 ford employees and suppliers

annually.

• Event planning, registration, enrollment, special events and post event materials of 700

training events annually.

• Produce 5k in annual added value saving.

Operations Manager, 1999 to 2005

• Assist with implantation, testing and training in support of 1999 Saba system launch.

• Managed up to 31 director reports with responsibility for individual employee performance

review and evaluations, yearly merit awards and long-term employment development.

• Manage day to day departmental operations, directing staff to ensure timely work completion.

• Assist with implantation testing and training in support of 1999 Saba system launch.

• Oversee conversion of all departmental Job Aids into ISO-approved format.

Customer Service Representative, 1994 to 1999

• Answered inquiries regarding programs and classes with responsibility for monitoring

program enrollments and processing class attendance rosters.

• Notified participants of waiting list status, class changes and class rescheduling.

• Assisted with scheduling class rooms, determining class additions and cancellations based

upon employee interest and availability.

• Assisted with development of training catalog; developed departmental procedural manuals.

EDUCATION MICHIGAN STATE UNVIERSITY East Lansing, MI

Communication Technology

CONTINUING PROFRESSIONAL EDUCATION

Have completed numerous company-sponsored and on-the-job workshops, seminars and

trainings in the following areas;

• administration • inventory control • quality assurance

• business writing • ISO • scheduling

• communication • leadership • supervision

• employee development • management • systems launches

• employee relations • performance evaluations • team building

• project management

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