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Customer Service Manager

Hollywood, Florida, United States
January 29, 2018

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Communications graduate, domestic and international cross-functional experience, professional work in sales, marketing, retail merchandising, wholesale distribution, customer service, data entry, administration, inventory, quality, environmental and occupational health & safety management, and warehousing operations. Multilingual, people skills, well organized, detail oriented.


Office Manager, Universal Engineering Sciences Inc., Medley, Florida 2017

Job Overview:

Administrative support to the Branch Manager; coordination of day to day running of a branch

including supervision/preparation of invoicing, proposals, reports, collections, accounts receivable/payable. Human resources support, recruiting, purchasing and supervision of administrative personnel.

●Oversees the analysis, maintenance, and communication of records required by law or local governing bodies, other departments in the organization.

●Identifies legal requirements and government reporting regulations and ensures that policies and procedures are complying.

●Maintains office productivity through proficient use of appropriate software applications.

●Prepares invoices, proposals, and reports as needed.

●Prepares and /or coordinates monthly billing for branch.

●Tracks and verifies gasoline card expenditures and credit card expenditures for branch personnel.

●Plans and conducts new employee orientation to foster positive attitude toward company goals.

●Responds and /or investigates employee inquiries regarding policies, procedures, and programs.

●Coordinates activities of various clerical departments or works within the branch.

●Organizes company functions/ events / meetings.

●Oversees the purchasing and distribution of office supplies.

●Maintains contact with customers and outside vendors.

●Promote safety procedures.

Office Administrator/ QMS Representative, Rolls-Royce Marine N.A., Miramar, Florida 2008 – 2017

Job Overview:

Administrative support to the Facility/Service Manager; coordination of all office tasks; administration and Quality Management System and Environmental Management System processes monitoring on site.

●Administered the maintenance of office and building equipment.

●Assisted HR Manager as requested; support the employees in resolving issues with HR and payroll.

●Managed janitorial and other office vendors.

●Processed vendor’s incoming invoices and expense reports

●Monitored and supported the submittal of JAMIS Timecards thru the Region to payroll

●Assisted senior management in launching ISO9001 and ISO14001 on site.

●Coordinated multi-departmental activities and monitored Quality Management System and Environmental Management System processes to ensure compliance and continuous improvement.

●Managed all support functions of project planning, tracking and audit status of Non-Conformities.

●Collaborated, responded and submitted Non-Conformity Responses (NCR’s) with defined root-cause and action plan to Lead Auditors within a successful timeframe.

●Communicated action plan, findings and departmental results to managers and department executives.

●Briefed employees on Quality Management Systems (QMS) and Environmental Management Systems (EMS).

●Coordinated QMS & EMS Management Review Meeting, by developing its agenda on a quarterly basis.

●Coordinated Fire drills, CPR, First Aid, AED, Fire Extinguisher and Blood Born Pathogen trainings.

●Promoted a culture of continual improvement and awareness on Management of Quality, Health, Safety and Environment.

●Ensured compliance with all 5S housekeeping procedures and all quality and safety regulations.

●Submitted Incident reports to be reviewed by Service Manager and EH&S advisor.

●Pre-audited site regularly seeking best practices and possible non-conformities against EH&S laws.

●Developed Quality and EH&S forms and documentation based on local procedures, securing reliable accountability and traceability.

●Monitored and actioned Corrective – Preventative action standards.

●Posted Quality and Environmental news findings on employee boards and thru PowerPoint presentations.

●Communicated to employees, contractors and visitors the importance of compliance with RR EH&S program.

●Maintained site’s environmental licenses as per city, county, state and federal laws.

●Presented workshops at Rolls-Royce Ft. Lauderdale site, significantly increasing Quality, Health, Safety and Environment. awareness.

●Maintained ISO Certifications.

Office Manager, Coaster Co. of America, Miramar, Florida 2004 – 2008

Job Overview:

Overall responsibility for all office operations for a furniture wholesale branch of 50 employees.

Promoted a team-based environment committed to excel customer service supporting sales and marketing activities.

●Supervised, coordinated, and provided leadership to and reviewed the work of assigned staff.

●Conducted performance evaluations and salary reviews; screened and recommended applications for employment or their terminations. Managed timekeeping and payroll functions.

●Provided individual and/or group training on telephone technique/etiquette and computer procedures.

●Analyzed accounts receivable and processed local bills daily

●Responsible for A/R and A/P transactions.

●Solved customer’s complaints with product/service delivering optimal customer satisfaction.

●Oriented new employees with company benefits and federal paperwork (I-9, W-2, direct deposit and etc).


Lead Auditor, ISO14001:2004 Environment Management System certified by Bureau Veritas

Lead Auditor, ISO 9001:2008 Quality Management System certified by Bureau Veritas

Lead Auditor, OH & S 18001:2007 Occupational Health & Safety Management System certified by Bureau Veritas

OSHA Compliance & Workplace Safety certified by Rockhurst University Continuing Education Center

Yellow Belt trained at Rolls-Royce Commercial Marine – Ft. Lauderdale.

Master of Arts in Applied Comm. Theory and Methodology – Cleveland State University, Ohio.

Bachelor of Arts in Communications (Minor in French) – Cleveland State University, Ohio.


Windows 7, EMS, ACCPAC, NXTREND, TWL, BAAN, JAMIS, EXOSTAR, HireRight, WorkDay, GERS, CONCUR, Deltek Vision, FDC, MS – Word, Excel, PowerPoint, Outlook


English (fluent), Portuguese (fluent), Spanish (fluent), Romanian (speak, read).

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