Customer Service Manager

WORK EXPERIENCE

Turtles & Lemonade, LLC, Fairfield, CT 9/13-present

Behavioral & Mental Health Information, Support & Advocacy

Event Coordinator

Manage project documentation and assist with developing and updating

project documentation and budgets

Jack Morton Worldwide, Norwalk, CT 2/06-1/13

Global marketing agency specializing in building brand experiences and

event marketing. Part of the IPG (Interpublic) group of companies.

Call Center Manager (3/11-1/13)

. Responsible for ensuring excellent customer service was delivered to all

accounts exceeding all service level guarantees

. Provided accurate account reporting to all project managers

. Recruited, hired, trained, scheduled, coached and supervised a contract

team of 2-7 employees on multiple accounts/projects

. Oversaw budget management and staff utilization planning/reporting

. Reconciled project costs against budget

. Created customer service content and processes (FAQ's, call scripts,

daily close outs, escalations)

. Traveled to client events to oversee all service delivery and supervise

onsite event execution

. Prepared performance reports by collecting, analyzing, and summarizing

data and trends

. Negotiated with vendors

. Interfaced with clients and developed ongoing relationships

. Member of the Diversity & Inclusion team and the JACK B Good teams

Manager, Classroom Rentals (8/10-3/11)

. Managed the activation of the IBM National Classrooms rental contract

including identifying class locations

. Monthly billing and reconciliation

. Negotiated with vendors to keep rental costs in line with budget

Office Manager (Operations & Facility Management 2/06-8/10)

. Maintained office efficiency by planning and implementing office

policies, systems, layouts and equipment procurement

. Ongoing management reporting and trend analysis

. Recruited, managed and trained office staff

. Prepared annual budget including scheduling expenditures, analyzing

variances and initiating corrective actions

. Created and executed emergency plan

. Manage national training facility moves including site selection, budget

management, ordering supplies and overseeing third party

vendors/utilities

. Maintain technology inventory to ensure proper allocation of assets as

well as proper disposal of items

. Contract/lease negotiation with approver responsibility for all services

at multiple locations

. Supported SVP, Managing Director and Director of Training on special

projects

. Coordinated staff meetings for local/remote staff via WebEx/Live Meeting

channels

. Assist with call center design, set up and management

New Horizons Computer Learning Center, Trumbull, CT 7/02 - 2/06

Education Consultant (1/05-2/06)

. Recruited and registered new student enrollments

. Developed curriculum paths for IT programs

. Job placement for graduating students

. Assisted students in securing private financing

Product Manager/Sales Support Administrator (6/04-12/04)

. Researched new products and made recommendations for new content

delivery

. Negotiated and contracted with vendors

. Administered and delivered product knowledge sessions for sales team

. Created marketing pieces for sales department

. Competitive analysis

. Handled all recruiting and training for sales team

. Assisted sales manager in creating sales contests

Recruiting and Training Manager (7/02-5/04)

. Recruited inside sales representatives and assisted in all general

recruiting activities

. Sourced, screened, interviewed, tested and hired candidates

. Trained new hires

. Attended job fairs and trade shows

Accountants Inc., Stamford, CT 1/00 -6/02

Client Relations Manager (6/01-6/02)

. Developed and maintained relationships with key hiring managers at a

large number of assigned accounts

. Heavy phone contact and frequent client visits with key decision

makers

. Further penetrated existing accounts and continually prospected new

clients and decision makers

. Coordinated marketing and promotional activities to client base including

mailings, giveaways and e-mail campaigns

. Handled customer service issues to ensure client service levels

remained high

. Negotiated pricing, client service agreements and contracts

. Maintained client contact database to maximize sales prospecting

efforts and ensure proper follow up

. Performed candidate reference checks and quality checks on placed

candidates

Temporary Staffing Manager (1/00-5/01)

. Heavy contact with client hiring managers to determine staffing needs

. Filled incoming temporary orders and ensured proper follow up to track

the progress of the assignment

. Maintained candidate database to ensure availability of appropriate

candidates for incoming assignments

. Recruited and interviewed prospective candidates

. Ensured all new candidate paperwork was complete - I9, W4, application,

payroll forms, etc.

. Coordinated timecard process and payroll for all temporary workers

. Performed candidate reference checks and quality checks on placed

candidates

. Resolved billing and customer service issues

Career Blazers, Stratford, CT 4/99-12/99

Personnel Consultant

. Recruited and interviewed prospective candidates

. Filled incoming permanent job orders at mid to large size clients

. Heavy contact with client hiring managers to determine staffing needs

TECHNICAL SKILLS

. Microsoft Office, time management, customer service, internet, social

media and various CRM/proprietary database systems.

EDUCATION

. BA Communications, Western Connecticut State University, Danbury, CT

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