Customer Service Manager
Resume:
Deluiez M. Taylor
Chicago, IL
**************@*****.***
Administrative, Customer Service and Business Manager
Targeted Outreach • Process / Performance Improvement • Strategic Planning
Driving Insightful Strategies that Strengthen Organizations
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EXECUTIVE SUMMARY
An Administrative, Customer Service and Business Manager with experience driving process change, staff performance and quality support in the education and business service sectors. Possess a unique blend of academic and administrative abilities / experience. Expertise in driving process improvement initiatives, using outreach techniques, motivating staff, building stakeholder relationships and delivering exceptional client service. Strong problem solver, collaborator and forger of enduring partnerships. Earned an MBA.
CORE COMPETENCIES
• Staff Management • Project Management • Prospect Development
• Career Coaching • Team Development • Relationship Management
• Business Operations • Diversity Recruitment • Academic Environments
PROFESSIONAL EXPERIENCE
PEOPLESCOUT Chicago, IL
A recruitment processing outsource (RPO) group and managed service provider (MSP).
TALENT ACQUISITION MANAGER 2016 - 2017
Led recruitment for five operating companies in five states for the Sysco Corporation managing a high-performance team. Measured and predicted staffing activity by tracking key metrics.
●Directed client services including tracking candidate data tracking, identifying potential areas of improvement, providing information to clients, resolving problems, participating in client meetings and influencing account retention and client satisfaction.
●Drove staffing process, strategies, and solution implementations using success factors recruitment.
●Sourced, screened, interviewed and assessed high volumes of candidates for non-exempt roles.
●Streamlined hiring practices by partnering with human resources professionals.
CHICAGO PUBLIC SCHOOLS Chicago, IL
The fourth largest public school district in the US serving more than 396,000 students.
IT CHARTER SCHOOL SUPPORT / TALENT MANAGER 2009 – 2016
Provided exceptional support for 121 school campuses by productively liaising with IT department managers, leads and representatives. Collaborated with education services to develop training outlets.
●Worked within significant budgetary constraints while maintaining staffing goals and deadlines.
●80% permanent employment placement achieved by implementing and managing the successful IT Junior Talent Rotational Program for IT college graduates.
●$137,000 in annual cost savings realized by astutely managing a federally funded program.
●Developed insightful creative sourcing strategies contributing to diversity growth targets achievement.
●90% improvement in cycle time attained by streamlining a network access provisioning process.
●Ensured efficient and effective process / procedure execution by creating service level agreements (SLA) and organizational level agreements (OLA).
●Developed an onboarding process for every new, non-traditional school staff member within District 299.
DELUIEZ M. TAYLOR ● **************@*****.*** ● 773-***-**** ● PAGE 2
PUBLIC BUILDING COMMISSION OF CHICAGO Chicago, IL
A provider of professional management of Chicago’s public construction projects.
ADMINISTRATIVE SERVICES MANAGER 2003 – 2009
Oversaw the SkillBuilders Pre-Apprenticeship 14-Week Preparatory Program from commencement through graduation. Directed interdisciplinary teams to accomplish special initiatives, goals and projects.
●72% construction apprenticeship acceptance rate reached by recruiting solid candidates and effectively managing the Pre-Apprenticeship 14-Week Preparatory Program.
●Provided quality support services by proactively building a basic knowledge depository and listening attentively to student, staff and faculty needs.
●Built relationships with similar program facilitators, interest groups, businesses and organizations to promote participation and positively represent the program and its mission.
●Developed a set of new and improved written policies and procedures.
●Coordinated with government agencies to resolve any customer satisfaction issues.
●Managed the integrity and validity of confidential, sensitive records by implementing strict document management processes.
VALCOM PROFESSIONAL COMPUTER CENTER, INC. Itasca, IL
A provider of technology management and IT staffing solutions for all size businesses.
PROJECT LEADER MESIROW FINANCIAL 1999 – 2001
Managed schedules and staffing on multiple on-going projects ensuring compliance to company standards and client specifications. Oversaw the IT support operation for Mesirow Financial.
●Fostered a healthy, respectful work environment by supervising a team of IT support desk professionals through the implementation of an open-door policy, allowing the staff to share any concerns.
●Promoted, maintained and managed team goals and objectives through coaching, mentoring and training.
●Identified and improved operational areas by analyzing business processes, conducting workflow reviews and generating concise reports that pinpointed results, strengths and weaknesses.
●Contributed to bottom line margins and revenue generation by precisely analyzing trends, implementing needed changes and monitoring results.
●Improved performance and operations by automating workflow processes and procedures.
●Exceeded customer service level agreements through the creation and implementation of insightful productivity measurements.
PRODUCT SALES SPECIALIST 1997 – 1999
Fulfilled client needs through analysis, product evaluations and by responding to customer concerns.
●Key participant in strategizing on business development approaches and establishing proprietary client programs and solutions.
●Partnered with staff to review sales opportunities, discover client needs and deliver product options.
●Assisted the sales and client services departments on new product roll-outs.
●Strengthened project management skills and used sound judgment to plan agendas and accomplish goals.
●Communicated on project issues, changes and / or potential variances during client implementations.
EDUCATION AND PROFESSIONAL DEVELOPMENT
Masters of Business Administration in Project Management, Keller Graduate School of Management
Bachelor of Arts, Board of Governors Program, Chicago State University
PROFESSIONAL DEVELOPMENT
●Lean Six Sigma and ITIL Certification (pending)
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