Customer Service Manager

Norma Rita Manzo

Summary of Qualifications

- Office Management, Organization, and Scheduling

- Resolution of financial disputes

- Investigation, research and implementation of regulations and policies

- Task-oriented consensus building, motivation and system improvements

Work Experience

Rizmi Aggregates Inc., Maple, ON June, 2011 to

July, 2012

Office Administration

. Daily first-on-site to open business, prepare for daily activities.

. Responsible for invoicing, Accounts Receivable, Accounts Payable, Bank

Reconciliation.

. Prepared financial reports, daily use of Quick Books for all financial

transactions.

. Ordering of materials and supplies, processed orders and sales

including arranging shipments.

. Provided product information, customer service, fill-in reception, and

trouble-shooting for customer issues.

Universal Fire and Safety Service, Concord, ON Jan,

2010 to Dec, 2010

Assist Office Manager/Accounting

. Responsible for invoicing, A/R, A/P, bank reconciliation, financial

reports.

. Prepared customer sales reports, opened new accounts, fill-in

reception.

. Provided Customer service for inquiries, order processing information,

assisted customers with inquiries, working knowledge of

Maximiser/Quick Books.

Teletech Canada Inc., Amherst, NS June,

2001 to June, 2009

Manager, Service Delivery (Call Centre), Operations & Training/QA

. Supervised and responsible for Operations, OSC, Training, and QA with

Inbound Customer Care Agents.

. Oversaw implementation of client objectives, maintaining performance

standards through motivation.

. Articulation of changing priorities to team, providing direction and

leadership.

. Client communications, reporting and scheduling.

. Supervised training and coaching, succession planning and development

within teams.

. Key focus was always on providing excellence in all facets of customer

service and satisfaction.

. Led weekly and monthly meetings to review status, performance results

and instruct on new programs and policies.

. Liaised with management to effectively convey company directives and

updates on company strategies.

Sling Choker Mfg. (North Bay) Ltd. North Bay, ON Apr,

2000 to May, 2001

Office Manager

. Development and implementation of procedures to ensure the smooth and

efficient operation of the office.

. Internal and external communications. All facets of bookkeeping,

including the installation and implementation of a network accounting

package.

. Sales, sourcing, purchasing, shipping, mail and customer service also

included among duties.

. Product awareness of an extensive line of safety equipment and

accessories was required.

Education

Centennial College Scarborough, Ont. Diploma in Travel & Tourism

Computer skills

Quicken, Accpac Bedford, Corel Word Perfect 10 (Windows XP)

MS Office 2K Pro (Word, Excel, Access, Power Point, open Office)

Quick Books /2012

Ongoing Professional Upgrading (Teletech upgrading - Effective

Interviewing, Effective Leadership, Management, Six Sigma - White Belt,

Certified Teletech Trainer)

Volunteering

Fund-raising Organizer - organizing a fund-raising event at the Ontario

Science Centre in support of Dr. James Darling and the West Coast Research

Foundation

Member of Implementation Committee - organizing a local School Counsel in

response to Memorandum 122, Ontario Ministry of Education

Treasurer and Founding Director, Dreamcoat Fantasy Theatre - A non-profit

organization dedicated to theatre by children, for children).

President and Founding Director, Nipissing District Little League -

Chartering a new league and instituting fair and equal play.

References upon request

Contact this candidate