Customer Service Manager
Resume:
PATRICIA CORTEZ
* ********** *****, **** ** the Hills, IL 60156
**********@*****.***
OBJECTIVE
To obtain a challenging position in a customer service environment at a growth-oriented company, which will allow me to both further utilize my skills and acquire new abilities.
PROFESSIONAL PROFILE
Experienced manager with excellent team abilities, strong leadership and presentation skills. Ability to recruit, develop and retain long-term employees. Astute in identifying areas in need of improvement with the vision to develop and implement successful action plans. Consistently demonstrate exceptional knowledge and sound decision making in the following areas:
Recruitment and Retention
Human Resource Management
Quality Improvement
Problem Analysis and Resolution
Strategic Planning
Customer Relations
PROFESSIONAL EXPERIENCE
2010 – present Tungaloy America Arlington Heights, IL
Supervisor – Customer Service
Maintained service for several major accounts, including all Japanese accounts
Supervised department of 3 to 5
Handled high volume incoming calls
Administered all orders from several sources
Heavy customer contact regarding pricing, errors, inventory and technical issues
Constantly analyzed procedures of department and implemented several more efficient ones
2000 – 2009 Alliance Airlines, O’Hare International Airport Chicago, IL
Manager – Recruitment and Retention, Human Resources
Responsible for all national recruiting efforts including virtual recruiting, job fairs and industry networking forums
Created a comprehensive hiring structure for Human Resources Department
Conquered mass hiring needs for several International cargo air carriers by creatively utilizing internal recruiting model
Responsible for Entering and making all changes in Payroll
Implemented the use of web based background check system
Oversee maintenance of employee personnel files and updating of employee records
Effectively retained long-term employees by maintaining ongoing communications with staff and management
Review e-Time system information for completeness and accuracy
Process Payroll using ADP
Reduced departmental cost and successfully increased morale by implementing new hire referral incentive program
Strictly adhered to and enforced all Department of Aviation and US Custom’s requirements for all employees from laborers to executives
Assisted Human Resources Director in all functions of day to day management of Human Resources Department
Eliminated hire of illegal workers and converted warehouse staffing process to legal status
1999 – 2000 Crescent Cardboard Company Wheeling, IL
CUSTOMER SERVICE-Major Accounts
Handled high volume calls for inbound call center
Maintained service for eight full service major accounts
1998 - 1999 B&K Industries, Inc. Elk Grove Village, IL
CUSTOMER SERVICE-Major Accounts
In charge of two major accounts with heavy volume of calls, Home Depot and Ace Hardware
Administered all orders for major accounts
Secured fluid communications with all inbound calls
1995 – 1998 Salton Housewares Inc. Mount Prospect, IL
Manager-Returns and Repairs
Promoted to repair manager within first year
Authored procedure manual for all returns and repairs
Heavy customer contact regarding defective products and warranty information
Responsible for resolving all issues on returned merchandise
In charge of testing over 200 products for failures
Effectively cut cost by eliminating the return of non-defective products by troubleshooting problems prior to return
SKILLS
ADP Payroll Processing System, ADP/AVERT background system, Certified Signatory for FAA, AS 400 order entry system
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