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Customer Service Manager

Augusta, Georgia, United States
May 30, 2017

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Mrs. Khalilah Wright

**** ****** ******* **

Augusta, GA 30909 US

Day Phone: 706-***-****



Job Type: Permanent

Work Schedule: Full-Time

Desired locations:

United States – GA, Augusta

Work Experience:


210 Robert C. Daniel Pkwy

Augusta, GA 30907 United States

04/2016 - Present

Retail Sales Representative

Duties, Accomplishments and Related Skills:

Ensuring high quality customer service is provided through out all transactions.

Assessing customer needs and providing assistance on products and services.

Welcoming customers to the store and provide assistance.

Ensure high levels of customer satisfaction through excellent sales service

Assess customers needs and provide assistance and information on product features

Welcome customers to the store and answer their queries

Follow and achieve department’s sales goals on a monthly, quarterly and yearly basis

“Go the extra mile” to drive sales

Maintain in-stock and presentable condition assigned areas

Actively seek out customers in store

Multi-tasking during busy times and utilize the systems in place to help customers, such as the point of sale system and customer accounts. When coworkers need help, lend a hand. Typical tasks include merchandising and cleaning, among others. Help train new employees and merchandise display setup. Process open and closing duties of cash and credit card transactions, and daily deposits.

Supervisor: Sean Lowery 347-***-****)

Okay to contact this Supervisor: Yes

US Postal Service

535 8TH ST

Augusta, GA 30901 United States

11/2015 - 02/2016

PSE- Mail Sorter

Duties, Accomplishments and Related Skills:

Performs a variety of clerk duties required to process mail using automated mail processing equipment or manual methods of sortation and distribution.


Makes one or more sortation's of outgoing and/or incoming mail using the appropriate sort program or manual distribution


On a rotation basis, performs all of the following duties: loads mail onto automated equipment, culling out non-processable

items; enters sort plan and starts equipment; monitors flow of mail to ensure continuous feed; sweeps separated mail from

bins/stackers; and stops equipment when distribution run or operation is completed. Runs machine reports, clears jams and

contacts maintenance for assistance when required.

Prepares work area, ensuring all necessary support equipment and materials, including labels, trays, and other containers,

are in place.

Removes sorted mail from bins or separations and places into appropriate trays or containers for further processing or

dispatch based on knowledge of operating plans and dispatch schedules, or at the instruction of supervisors or expediters;

may riffle or verify mail to ensure sortation accuracy as needed.

In addition, may perform any of the following duties: provide service at public window for non-financial transactions;

maintain records of mails; examine balances in advance deposit accounts; and record and bill mail requiring special service.

Follows established safe work methods, procedures and safety precautions while performing all duties.

Supervisor: Cindy Greene 706-***-****)

Okay to contact this Supervisor: Yes

Department of Defense

524 East Hospital rd.

Fort Gordon, GA 30905 United States

05/2009 - 08/2015

Health systems Specialist

Duties, Accomplishments and Related Skills:

Team member who serves as the Physical Evaluation Board Liaison Officer (PEBLO) for Eisenhower Army Medical Center and the regional area of responsibility. Performs counseling, data collection, medical coordination and procedural work related to Medical Evaluation Board (MEB) processing and Temporary Disability Retired List (TDRL) reevaluations. Counsels military personnel from all branches of the uniformed services, retirees, and the families of those being processed through the Army Physical Disability Evaluations System (APDES) on their rights, benefits, privileges, or obligations by coordinating appropriate referrals related to benefits. Performs document examining, gathering information from service members, military retirees and family members, or other appropriate points of contact through interviews, reports, and surveys to determine the best combination of benefits and services. Initiates and performs a variety of contacts and services to represent and/or assist individuals and families and exercises judgment to determine which of the several benefits are available. Analyze particular facts of each case, verifies and evaluates information, obtained through additional information to reconcile discrepancies or inconsistencies, and applies pertinent laws, regulations, policies, and procedures to determine what actions can be taken for benefits sought by the solider. Responsible for the preparation and conducting of various briefings and training for installation leadership, Warrior Transition Unit, hospital clinical and administrative support staff. Coordinates evaluations appointments, schedules follow up appointments for reserve component RC and National Guard personnel for readiness and fitness evaluations for soldiers in the reserves or guard components. Counsels and advises active and RC officers, enlisted and retired personnel and their families, who are being processed through the APDES. Counsel’s soldiers in person, by telephone, and in writing on matters related to their TDRL reevaluation. Maintains a close liaison with VA Contact Representatives located at VA Clinics, benefits before discharge office, and VA Regional Claims Office to discuss specific cases or situations which are not covered. Coordinates personnel to meet with appropriate agencies to obtain counseling and guidance on benefits provided by the Department of Labor, Social Security Administration and Veterans Affairs (VA). Served as trainer for new hires in the role of Admin Support, PEBLO, and Contact Reps. Provided guidance and daily instruction of day to day duties while overseeing performance. Assigned special task for employees and guidance by setting over plans ensuring each employee carries out each assignment and resolving any conflicts that arise. Reviewed completed assignments and provided guidance on any corrections needed whiling providing training and guidance for new employees. Lean Six Sigma strategic planning member. Conducted briefings for Commanders, 1SG, and MEB/VA IDES group. Experience with management assistance and stand in for day to day operation.

Supervisor: Edward Battles 803-***-****)

Okay to contact this Supervisor: Yes

University Health care systems

828 N. Belair rd.

Evans, GA 30809 United States

04/2008 - 05/2012

patient registration rep

Duties, Accomplishments and Related Skills:

As Customer Advocate, handled health insurance claims, processed patient health records, and financial services for each patient along with check in/out duties and greeting each patient.

Investigated and resolved customer concerns in collaboration with respective agency and other departments. Prepared medical records and X-ray records for proper medical files insuring proper information is recorded on each file. Possessed a working knowledge of format, content, and usage of medical treatment records and x-ray records. Conducts searches for x-ray records and files when files are delinquent, out of file, misfiled, or unaccounted for. Conducted search by using working knowledge of the filing and classification system: physically checking clinics, contacting doctors: patients at home: or calling out of town facilities or patients. ICD-9 coding and billing while checking for completeness and accuracy within Nextgen and Stix computer system. Established accounts for maintaining in/out processes and retires outpatient medical/treatment records. Provided Occupational Health patient’s drug and blood screens, phlebotomy work, occupational placement and routine work ups for recovery of employment along with administrative duties to include insurance verification and processed payments and daily deposits.

Dramatically enhanced customer-satisfaction ratings by expediting all insurance claims and ensuring a high degree of accuracy.

Supervisor: Ginger Taylor 706-***-****)

Okay to contact this Supervisor: Yes


1350 Walton Way

Augusta, GA 30901 United States

06/2007 - 05/2012

Bio-Med assistant manager

Duties, Accomplishments and Related Skills:

Serve as Assistant manager Lead for a major hospital’s medical equipment repair area. Promoted to lead team of 8 employees in daily repair operations. Collaborate with Customer Care Manager to create strategic plans to enhance customer satisfaction. Provide employees with training to maintain and increase service levels to both internal and external customers. Work closely with other departments to promote excellent service, clarify information, and distribute reports. Gather, analyze, and report daily/weekly/monthly service statistics. Provided office material ordering and inventory control Serves as Purchasing Agent responsible for a full range of procurement actions for a wide variety of medical supply and medical services; perform contract administration procedures and contracting functions. Made simplified acquisition purchases, to include purchases of special purpose items and basic technical and professional services requiring deviation from standard features for the type of purchase involved. Such procurements are more difficult and complex because items are typically either new to the field, not in stock or must be made to order. Exercised specialized purchasing responsibility and makes final purchasing obligations subject to signatory approval only, utilizing simplified acquisition procedures. Under the simplified acquisition procedures, selects sources of procurement, prepares Request for Quotation (RFQ), utilizes the electronic commerce data interchange (EDI) or obtains oral or written quotes, evaluates quotes, and contacts using agency when warranted to determine substitutions and/or changes in delivery dates and prepares award documentation, often searches non-local markets or contacts outside the local area. Selects contractor to which order is to be placed. Screens purchase requests to determine proper authority to purchase, adequacy of description, availability of funds and conformance with existing GSA and other contracts. Determines the method of purchase for a particular order and Evaluates and determines the specific capabilities of vendor goods as compared to procurement needs, specialized work schedules, contract clauses, delivery schedules and interface problems. HR Assistant, employee travel expense, book keeping, budget control monthly and quarterly, payroll along with processing daily Administrative Assistant needs.

Contributed to increasing annual budget by 10% by assisting in execution of aggressive service plans.

Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.

Increased employee knowledge by assisting with development and implementation of product-awareness program and training.

Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.

Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.

Supervisor: Bob Stanford 706-***-****)

Okay to contact this Supervisor: Yes


1350 Walton way

Augusta, GA 30901 United States

04/2005 - 06/2009

Engineering Dispatcher

Duties, Accomplishments and Related Skills:

Provide top-notch service to Internal and external staff members. Processed maintenance request work orders, answered multi-phone line, responded to concerns, and alleviated delicate situations with professionalism and sensitivity. Assisted office supervisor in processing payroll duties as well as human resource functions. Prepared daily reports for department director.

Selected to coach and mentor new customer service representatives for opening of new call center.

Achieved perfect score on all phone monitors throughout tenure.

Received Customer Service Award for outstanding track record of positive customer feedback. Dramatically enhanced customer-satisfaction ratings by expediting all work order claims and ensuring a high degree of accuracy.

Supervisor: Dennis Primrose 706-***-****)

Okay to contact this Supervisor: Yes


Aiken Technical College Aiken, SC

Associate's Degree

Major: Phlebotomy

Kerr Business College Augusta, GA

Major: Medical coding/billing

Job Related Training:

Project Managment- July 2015







Edward Battles Department of defense



PatricK Sammons Department of defnse


706-***-**** Indicates professional reference

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