Customer Service Manager

Raeford, NC ***** 803-***-****

*********@*******.***

Rochelle (Shelly) Cerasaro

BUSINESS OPERATIONS MANAGER

PROFESSIONAL SUMMARY

Accomplished Business Operations Management with 15 years direct experience in establishing and creating the highest level of efficacy possible to maximize organization’s ability to achieve goals. Proven track record of working effectively across organizational boundaries and building strong relationships with various department and management leaders. Full command of Microsoft Office Outlook and Word, partial command of Excel. RELEVANT EDUCATIONAL TRAINING

Customer Service Excellence Team Building/Training/Supervision Operations Management Financial Management Inventory Management Management Accounting Systems PROFESSIONAL EXPERIENCE

Advance America, Columbia, South Carolina 1998 – 2013 Corporate Trainer & Branch Manager, 2008 – 2013

Third in charge of 16-store division. Promoted and hand selected to serve as Corporate Trainer, a newly created position. Charged with maintaining branch level standard’s and training all 40+ associates across 16- store division. Performed and reconciled daily audits, drawer balancing, bank deposits, P&L’s, collections, personnel scheduling, and weekly audits. Ensured quality standards, customer service, and company, state and federal cash handling regulations were observed and met.

Branch Manager, 2000 – 2008

Managed daily operations for 3+ branches. Directly charged with improving daily branch operations and customer service for new/incoming branch managers.

Floating Branch Manager, 1998 – 2000

Served as Interim Branch Manager during vacation and leave time for General Branch Manger. Provided direct assistance for two district managers in North Carolina and South Carolina. Processed and reconciled drawer balancing, deposits, collections. Assisted customers with transitions and files. Traveled between North Carolina and South Carolina Branches providing daily Branch Manager responsibilities.

South Carolina Heart Center, Columbia, South Carolina 1996 – 1998 Insurance Processor, 1997 – 1998

Processed electronic and paper medical claims for multiple insurance companies for billing remittance. Front Desk Assistant, File and Mailroom Clerk, 1996 – 1997, part-time Registered and checked in patients for daily appointments. Filed customer routers in center’s filing system. Processed statements and all mailroom deliveries in and out of mailroom throughout the center. First Citizens Bank, Columbia, South Carolina 1990 – 1995 Paid Loan Clerk, 1994 – 1995

New Loan Clerk, 1992 – 1994

Microfilm Operator, 1990 – 1992

EDUCATION

Midland Technical College, Airport Campus, Columbia, South Carolina 1995 – 1997 Completed general courses for Physical Therapy