Customer Service Manager
Resume:
Profile:
Dee Gutierrez, CSP
Email: ******.*********@*****.***
A freethinking, problem-solving, self-starter with exceptional skills in interpersonal relations. A strong believer and practitioner of providing quality first. Very much a team player. My goal is to obtain a career with in a growing organization where I can utilize my skills for success.
Professional experience:
October 2017-Present
Rentokil Inc. / JC Ehrlich Pest Control Customer Service Specialist
● Maintain good customer relations both on the phone and in person
● Gather information from customers to help identify and solve problems
● Confirm, schedule and reschedule services for the customer
● Set sales appointments for new customers
● Answer billing questions
● Complete general clerical duties as assigned
● Work as a team with Service and Sales
● Sell the value of our services and suggest upgrades to service
October 2013-August 2016 JFC Staffing Companies – Camp Hill PA Skilled Trades Recruiter
● Match the best qualified candidates with the client job openings
● Interview candidates, perform reference checks, and administer testing to prospective JFC
associates
● Learn about various industries and trades as needed to service clients and candidates
● Obtain safety training to assess potential clients and job orders
● Perform orientations, drug screens, and background checks to future JFC associates
● Maintain relationships with key contacts in designated niche and geographic area
● Interact with customers to fulfill their specific staffing needs and requirements.
● Obtain feedback and evaluations from candidates and clients.
● Negotiate with candidates and clients
● Achieve quarterly goals and focus on increasing business
● Communicate with team members and Branch Manager regarding progress
● Provide superior customer service to your candidates, clients, and teammates
● Maintain weekly KPI’s (key performance indicators) such as interviews, employee
evaluations, recruiting calls, client calls, quality checks, filled assignments, etc.
● Call current customers and prospects to maintain and create new business
November 2011-October 2013 Harley Davidson - York PA Program Coordinator (Contracted by Artech Information Systems)
● Collaborates with the human resources department and external suppliers to coordinate and staff a supplemental and flexible hourly workforce. This includes coordinating the full-life cycle recruitment, workforce management scheduling, performance management, and vendor /supplier relationship management for the flexible workforce pool as well as ensuring that the HDMC organization has adequate qualified contingent workers to achieve their operational objectives.
● Supports the forecasting and scheduling of the organization to meet operational needs, produces
● Quality metrics, provides above standard levels of customer service to all stakeholders, and ensures
optimal execution against planned goals.
● This position ensures that the process for establishing the needs for a contingent worker as well as
● identifying and on boarding the resource is as smooth and efficient as possible.
● Responsible for weekly upload of schedule for H-D Casuals and Temporary workforce based on the
business need for planned and unplanned absences. Maintain employee records, I9’s and Access Database. Handle general H.R. duties, mail, office supplies.
October 2009-November 2011 Mack Employment Services, Inc. - Reading PA Staffing Coordinator (Hospitality, Professional, Clerical, Light Industrial)
● Responsible for all recruiting efforts of Hospitality, Professional, Clerical & Light Industrial staffing.
● Interview candidates on their skill-sets, background and identify these candidates for temporary, temp
to hire and direct placements.
● Responsible for personal data on daily basis for background checks, credits checks, in-house drug
screens, I9’s W4 and all policies and procedures.
● Fill customer orders with appropriate pricing (bill rates and pay rates), and conduct outside service
calls to ensure quality, expand business, recruit associates and, implement company awards to
associates recognizing good performance.
● Process weekly payroll and open/fill order reports for the branch
● Conduct all server training / orientation classes
● Responsible for all sales and client retention for the Hospitality Division
February 2008-December 2008 Advance Personnel Inc. – Reading PA Account Specialist
● Responsible for all recruiting efforts for Medical, Professional, Clerical & Light Industrial staffing.
● Interview candidates on their skill-sets, background and identify these candidates for temporary, temp
to hire and direct placements.
● Responsible for personal data on daily basis for background checks, credits checks, in-house drug
screens, I9’s W4 and all policies and procedures.
● Fill customer orders with appropriate pricing (bill rates and pay rates), and conduct outside service
calls to ensure quality, expand business, recruit associates and, implement company awards to
associates recognizing good performance.
● Process weekly payroll and open/fill order reports for the Branch
October 2007-February 2008 Gage Personnel Inc. – Reading PA Staffing Specialist
● Developed recruiting and networking strategies to generate both a solid candidate and client base.
● Cultivated and maintained positive relationships with client base to guarantee placement of qualified
professionals that fit the client’s job opportunity.
● Interviewed candidates on their skill-set, background and identify these candidates for temporary temp
to hire and direct placements.
● Actively developed new clients through direct business-to-business contact.
● Conducted applicant interviews and skills assessment. Assisted in the placement of selected candidates
with new and existing clients including delivering high quality service to customers and temporaries by matching skill needs, developing and retaining business by providing outstanding customer service, achieving profit table results consistent with established expectations.
● Responsible for maintaining a high-degree of confidentiality relative to personal data on a daily basis
● background checks, credit checks, drug screens, and I-9’s. Recruitment, sourcing, screening,
interviewing, hiring and termination.
● Fill customer orders with appropriate pricing (bill rates and pay rates), and conduct outside service
calls to ensure quality, expand business, recruit associates and, implement company awards to
associates recognizing good performance.
● Troubleshoot to resolve issues or complaints of customers and associates in a timely manner.
● Coach and Counsel associates to ensure quality performance and job satisfaction. Managed job fairs
for customers and our local offices.
February 2006-September 2007 On Point Personnel Services – Plano Texas Branch Manager
● Managed the internal operations of the branch office. Supervised the administrative duties of the
customer service staff, including the recruiting, interviewing and placing of employees with the client
base.
● Hired, trained, and developed staffing personnel, accounting, and weekly reports.
● Administrative processing of payroll, record retention, including workers compensation,
unemployment insurance, a/p, invoicing and collections.
● Responsible for all recruitment advertising via newspapers, local employment guides, local job fairs,
internet, postings on job boards and grassroots recruiting as required.
● Maintain reports of competitive market data, including: market share percentages, service reputations,
quality reputations, temporary benefits offered, pay rates, and billing rates.
On Point Personnel Services
On-Site Manager (Client: Carrier Corp. / UTC) (promoted to Branch Manager in 6 months)
● Assisted on-site client with their staffing needs to manage business & production requirements.
● Recruited, Interviewed and hired base on associate’s skills.
● Performed the hiring process, which included verifying applicants previous work experience.
● Maintained accurate and complete personnel files, including performance reviews, pay and work
history, I-9s, W-4s, drug screens and new hire documentation, employment PIP (personal improvement
program / counseling).
● Negotiated billing rates with the client and pay rates with the associates
● Processed associates payroll and distributed payroll checks.
● Daily & Weekly reports as required by client and corporate office.
● Recruiting efforts included internet, employment ads, and job fairs.
August 2005-Febuary 2006 Verizon Superpages Inc. (Contractor) – Dallas Texas Web Technology Internet Consultant
● Responsible for providing excellent customer service, handling inbound/outbound calls, provisioning
orders and conveying the value of superpages.com products and services. Assumes responsibility of excellent verbal and written communication skills with internal and external customers and provide clear and concise telephone and email communication.
● Acts as primary contact for Sales Force and external customers on superpages.com products and services.
● Develop a basic understanding of superpages.com and sell/upgrade products through advertiser needs analysis and value-based selling to existing advertisers
● Resolve customer’s issues and escalations by providing appropriate recommendations and solutions.
● Handle various fulfillment reports
● Make outbound calls to customers upon completion of order fulfillment, review products with
customer and perform additional duties as requested.
May 2005-August 2005 XO Communication, Inc. (Formally Allegiance Telecom) -Dallas Texas (Contractor) NRC Repair Technician
● Environment is an Inbound / Outbound repair call center working with Field Service Techs & ILEC
Techs to resolve customers Trouble Ticket issues.
● Implementing customer translations troubleshooting research and problem solving on high volumes of
customer trouble tickets.
● Provide support for the line side and trunk side of the Nortel DMS500 Switch & Lucent 5Ess Switch
● Diagnose any service interruptions, determine root cause and take necessary action to restore service
● Insure appropriate parties are immediately engaged into service restoration process.
● Adhere to technical escalation and management notification procedures.
● Insure all events and methods taken to restore service are documented in a professional manner
● Insure all communications with customers, and other departments are handled in a professional manner
at all times.
● Strong background understanding basic concepts of Voice products as PRI’s, Centrex lines, POTs
private lines. TF, LD and local calls.
● Good understanding of Dial Access products, Modem Technologies, DSL Theory routing, CSU/DSU’s
Terminal Servers and Modems
● Experienced in troubleshooting TCP/IP connections LAN/WAN technologies.
● Experienced with trouble ticketing OSS systems, call management and provisioning
February 2001-December 2004 Allegiance Telecom / Communications Inc. Translations Specialist III
● Build and support translations for Customers lines ( PRI’s, T1s, IAD s, UNEs, )
● Disconnected feature changes, Move orders and Conversion orders) into the Lucent 5E
● Switch within 96 hour timeframe, or according to coordinated time for conversion orders
● Assisted SPOC, Operations, Sales, NRC (National Repair Center), Customer Care,
● MACD, (PSR/LSR provisioning, NTTC (National Test and Turn-up Center) with any problematic
issues. Prepared switch scripts to increase translations productivity
● Facilitated expediting orders to the proper persons / groups within the company to ensure internal and
external customer satisfaction.
● Maintained specified switch surveillance and cleanup with aging customer referrals by using the
MCIAS and Connectvu Systems.
● Working knowledge of all tools required processing a §clean order. (E.g. Lucent 5Ess Switch, RAX
list, TBS, COE, IS3 Price Catalog, APE/GOE.)
Allegiance Telecom Inc.
Customer Implementation Specialist III
● Working knowledge of all tools required processing a
● Designed unbundled loop and trunk orders in Telecom Business Solutions (TBS) provision system.
Assigned cable pair facilities to new loop, change and trunk orders.
● Processed Local Exchange Request (LSR) orders via electronic bonding with Local Exchange Carriers
and / or Competitive Local. Exchange Carriers (CLEC) on to Allegiance Integrated Access (IAD)
circuits.
● Facilitated the retrieval and input of Firm Order Commitment dates from the LEC/CLEC.
● Assisted in resolving problem orders by utilizing established troubleshooting procedures.
● Processed emergency cable pair changes and assisted Allegiance, single point of contact for escalated
issues.
1999-2000 Essilor of America – Dallas Texas Human Resource Recruiter / Generalist
● Interviewed, hired, orientated new hires for the manufacturing lab.
● Coordinated temporary staff depending on production requirements.
● Recruiting efforts include Internet, employment ads, and job fairs.
● Prepares background investigations and pre-employment physicals
● Managed and processed the new hire paperwork, including offer letters, new employee drug screening,
tax forms, I-9 paperwork
● Administered all employee benefits, health fairs, relocation contracts, on-line employee Intranet.
1997-1999 Olsten Staffing Service, Inc. – Dallas Texas Branch Manager
● Managed the internal operations of the branch office. Supervised the administrative duties of the
customer service staff, including the recruiting, interviewing and placing of employees with the client
base.
● Hired, trained, and developed staffing personnel, accounting, and weekly reports.
● Administrative processing of payroll, record retention, including workers ¦ compensation,
unemployment insurance, a/p, invoicing and collections.
● Maintain reports of competitive market data, including: market share percentages, service reputations,
and quality reputations, temporary benefits offered, pay rates, and billing rates. Participated at job fair and recruiting events
Olsten Staffing Service Inc. – Dallas Texas
On-Site Supervisor (Lucent Technologies & Banc Tec)
● Assisted on-site client with their staffing needs to manage business needs. Recruited, Interviewed and
hired base on associate’s skills.
● Performed the hiring process, which included verifying applicants previous work experience.
● Maintained accurate and complete personnel files, including performance reviews, pay and work
history, I-9 ¦s, W-4 ¦s, drug screens and new hire documentation.
● Negotiated billing rates with the client and pay rates with the associates and process associates payroll.
1990-1997 Benchmarq Microelectronics, Inc. -Carrollton Texas Manufacturing Supervisor
● Supervised 120 + employees in the production assembly / surface mount assembly and electrical test of
integrated circuits and module solutions for power sensitive and portable electronics systems.
● Directed, managed, trained in and, coordinated department activities and workflow to achieve
maximum production output within cost constraints.
● Established organizations manpower requirements. Arranged all interviews of qualified
● Candidates hired and conducted orientation for new employees on company-required specifications.
(Safety, MSDS, ESD). Assigned employees as required too maintain a productive workforce.
● Purchased required chemicals, tools and equipment used in the assembly and testing processes.
Processed weekly payroll and distribution.
Education:
Wichita Falls High School Wichita Falls Texas – Diploma
Software Skills: MS Office Products Word, Excel, PowerPoint, Access. 10 key (13,000), AS400, ADP (Payroll),Minuteman, Bullhorn ATS, HRB ATS, People Soft ATS, Rumba, TBS, ConnectVU, Lucent 5ESS Switch, TempPak ATS, StaffSuite ATS, Applied ATS, SAP.
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