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Customer Service Manager

El Paso, Texas, United States
December 27, 2018

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***** ****** ******

El Paso, TX *****



Sandra E. Carrillo


To obtain a position fully utilizing my work experience, skills, and education in a challenging work environment and advance within the company.

Experience/ Achievements

07/2009 – Present Brightwood College El Paso, TX

Senior Director of Admissions

Directly observe and coach admissions representatives to ensure a positive candidate experience

Inspire, motivate and lead the admissions team to successful outcomes.

Hire, train and develop staff ensuring appropriate applications of the company process (CareerPoint Admissions Process).

Regularly interview and identify qualified prospective admissions representatives to

ensure appropriate staffing levels are maintained.

Ensure company information systems are accurate and updated according to company

policies and procedures.

Ensure school personnel follows all regulatory and company compliance regulations and take appropriate action when necessary.

Work productively with all campus employees and departments to ensure a positive

learning environment.

Serve as a member of the campus leadership team and a positive role model for all campus

Level employees

Develop yearly budgets based on trends, to include growth in campus population

Maintain yearly audits

Other duties as assigned

04/2009- 07/2009 Brightwood College El Paso, TX

Assistant Director of Admissions

Meet all job responsibilities for an Admissions Representative

Assist in meeting and exceeding monthly and annual start goals

Facilitating admissions performance and activities to achieve run rate goals

Reviewing and monitoring weekly/monthly reports to evaluate performance versus goals

and identify and analyze trends

Running reports at the request or absence of the DOA

Planning and executing enrollment events to exceed run rates as well as setting action plans

Work with Admissions Coordinator and front desk to ensure front desk coverage, excellent customer services, ensure lead data entry is being input accurately and accordingly along

with distribution and tracking of live leads

Facilitating regular training and feedback with admissions staff to improve performance

Participate in weekly accountability meetings to ensure that new students are prepared prior

to starting school

Utilize DOAs preferred motivational techniques designed to improve performance and boost morale

Conduct morning meeting

Conduct orientations

Handle all admissions tasks in the absence of the DOA

Other duties as assigned

0320/07- 04/2009 Brightwood College El Paso, TX

Admissions Representative

Interview interested inquiries utilizing DPS process. Ability to qualify the program that is compatible with career goals. Includes a review of selected program, tour of facility, accreditations, placement assistance, student services and scheduling of testing and Financial Aid appointments.

Enroll applicants following company standards

Follow up with students to ensure they are ready to begin college and monitor for six (6) weeks of school (start date)

Attend weekly admissions training and accountability meetings

Ensure all prospective students are package through Fin. Aid with 24-36 hours

Request and follow up of POG on enrolled students

Responsible for achieving weekly, monthly and yearly goals

Other duties as assigned

11/2006-03/2007 Brightwood College El Paso, TX

Admissions Coordinator

Welcome visitors

Multi-task while answering 12 phone lines

Schedule appointments for financial aid and admissions representatives

when required

Assign phone and internet leads to the admissions representatives


Prepare sign in sheets for orientation and class starts

Prepare daily activity reports in excel for Director of Admissions and

President and remit reports to stats at Home Office to meet deadline

Hold weekly conference calls with Platform advertising agency to verify

accuracy for lead reconciliation report

Enter enrollment information in Campus Vue system (Citrix)

Print and submit Daily Lead Activity report to platform

Print an update Activity Detail Report

Distribute mail to each department personnel

2005-2006 Sahara Sportswear El Paso, TX


Ensure proper customer service according to company standards

Open new customer accounts

Enter orders and follow up with customers from start to finish

Track merchandise when required

Bill invoices on a daily basis

Receive payments for completed orders

Coordinate all Golf Tournaments (local and out of state) merchandise

Prepare booths for all PGA (out of state) tours

Assist out of state sales representative orders

Order out-source merchandise inventory apparel when required

Issue RGA#”s from returned merchandise when required

Take minutes for weekly manager meetings and distribute in timely manner

2001–2004 Speaking Rock Casino El Paso, TX


Receive phone calls and visitors

Handle details of highly confidential natures when required

Schedule and arrange meetings, interviews and various appointments

Assist in preparation of reports, proposals and presentations

Accounts Payable/Receivable, bank deposits

Generate Purchase Orders for weekly and monthly invoices

Compose type and review routine correspondence, forms, and reports

Update calendar

Translate when required

Prepare travel arrangements

Oversee daily operations of front office and Supervise PBX staff, to include work schedules and training

Prepare and transmit time and attendance for PBX dept.

Take minutes for manager meetings

Transcribe in a timely manner

Notarize when required

Handle electronic mail

Perform other duties as assigned and required

1997-2001 Home Base El Paso, TX


Assistant to all commission sales representatives in the selling of appliances, blinds, flooring and all other home improvement materials

Assist in commission sales for general and sub-contractors

Ensure proper customer service according to company standards

Update and inform G.M. and team members of department policies, procedural updates and promotions when required

Special Order Sales

Review daily, weekly, monthly and reports to meet deadlines

Maintain yearly audits

Work with General Manager to ensure accuracy of orders and reports

Assist General Manager, team members, and installers in resolving customer problems

Maintain orderly work areas, files and catalogs

Track expected orders and receive completed orders

Contact customers

Train new team members in department procedures

Set up weekly team member work schedules and meetings


1989-1993 Montwood High School El Paso, TX

Graduated with High School Diploma

Kaplan University-Currently pursuing on line course for Associates Degree in Business

Management/ Human Resources


Self-starter, computer literate (Windows 95.98.2000) Excel, Outlook, QuickBooks, CampusVue, Photo Shop, Goldmine, Adobe Illustrator, Extensive customer service training, proficient interpersonal communication skills, bilingual, prioritize work loads, A/R-A/P, invoicing, work well with others and busy environments, loyal, trustworthy, punctual, type (40 wpm), postage meter, fax and copy machine literate, Notary Public, and supervisor experience.

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