Customer Service Manager

KELLIE A. SCHROEDER

Phone: 505-***-****

Email: ********@*****.***

SUMMARY OF QUALIFICATIONS

Recently relocated to San Diego. Hardworking and multitasking team player that performs extremely well under pressure. Goal oriented, high energy individual able to meet deadlines. Excellent manager of people and projects. Able to divide complex tasks into manageable steps and achieve results. Strong organizational and communication skills. Effective working on self-managed projects and as a member of a team.

SOFTWARE

Mastery of Microsoft Office programs (Word, Excel, PowerPoint).

Utilize ADP (Automatic Data Processing) on a weekly basis.

Ability to work with several operating systems, including Windows, Mac OSX, and Linux.

PROFESSIONAL EXPERIENCE

Vice President of Operations, HR Operations

Sharp Law Firm, Albuquerque, New Mexico

May 2015 – August 2018

Responsible for business operations projects including the development of objectives, leading project initiatives, coordinating resources and staff involvement, providing oversight and direction and ensuring completion. Business operations projects and assignments include, program management, business development, contract and functional management, proposal support, acquisition integration and other areas.

Prepares summaries of research results and conclusions, interviews various clients and witnesses and researches facts to obtain necessary information to win and settle cases.

Drafts legal documents and correspondence, review information and make recommendations on filing legal actions to help settle cases and bring large settlements into the firm.

Plans and presents law-related educational programs to attorneys and paralegals across the State of New Mexico.

Developed, managed, and implemented the office operations, manning and training 15 employees and 3 attorneys.

Designed, developed, and implemented marketing campaigns and employee incentive programs while evaluating target markets and proposed marketing strategies.

Trained over 15 staff members in the facts of case law determining the best causes of action to prepare case litigation.

Practice Manager, HR Operations

Dermatology & Skin Cancer Center of New Mexico, Albuquerque, New Mexico

September 2010 – April 2015

Supervised 40+ employees in the general surgery center accountants, physicians, nurses, and administrative assistants.

Managed the preparation of future year budget requests, ensuring plans are strategically aligned to the organization’s mission, strategic requirements, and performance goals.

Provided employees with guidance in handling difficult and complex problems, and in resolving escalated complaints and disputes.

Designed, implemented, and evaluated staff training and development programs, customer service initiatives, and performance measurement criteria.

Responsible for ensuring that IT infrastructure ran efficiently, liaison for all staff members in fixing computer problems, such as, printing, documentation, and templates.

Developed our Information technology system for Medicaid/Medicare to properly track our patients and their health history for end of year incentive plans.

Work with Power Chart, Excel, Word, and PowerPoint daily to input proper procedures and policies for all staff members.

Created incentive plans for 6 Physicians through Medicare/Medicaid programs (Affordable Healthcare Act Meaningful Use initiatives).

Researched and resolved current or potential issues that could arise in the areas of budget, payroll, etc.

Branch Manager

Enterprise Rent-A-Car, Los Angeles California and Albuquerque, New Mexico

May 2006 – August 2010

Managed #1 revenue volume branch in NM for 2007 and 2008.

Managed daily branch functions for a 150-car store and 175-car store with concentration in the 4 core areas of business – customer service, growth, employee development and profitability.

Created and managed employee development plans.

Forecasted, planned, and executed branch strategies on a monthly basis to accomplish branch profitability goals.

Delivered performance updates for employees to upper management and processed reviews of employees to highlight successes and failures.

Processed weekly and monthly profit and expense reports pertaining to the branch to reach sales goals.

Earned highest average net sales numbers amongst branches in the state of New Mexico, averaging $130 per car.

Reduced and controlled branch expenses by monitoring and following up on receivables and managing employee hours.

Consistently top third of customer service index, high score of 92 out of 100.

Hired, managed, and mentored 20+ new management trainees, management assistants and assistant managers.

Coached, trained, and developed employees to succeed in their long term goals and utilize strengths to increase branch profitability.

Grew 45% in 7 months (profitability from my branch helped the entire region).

EDUCATION

Bachelors in Communication Studies

Concentration in Communications and Business

Loyola Marymount University, Los Angeles, California

May 2006

Honors and skills: Division I Women’s Soccer team scholarship recipient, writer for the Loyola Marymount Sports Program newspaper, Deans List 2005-2006

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