Manager Customer Service

DIANA CRUZ

**** ***** **** ( Brooklyn NY ***** ( Cell # 917-***-****

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

WORK HISTORY:

Health Plus/ Amerigroup, Brooklyn, NY

*/** -******* ******* ***********

. Sort, Distribute & Process incoming mail

. Responsible for setting up meetings & Booking the Conference

Rooms

. Meet and maintain communication with various vendors

. Order supplies for the dept

. Coordinate any upcoming projects and oversee completion

. Assist with other duties as assigned by VP

Health Plus PHSP. Brooklyn, NY

8/09 - 5/12 Office Manager

. Manage staff of 23 employees which includes: Operations

Supervisor, Mailroom Clerks, Maintenance crew, drivers,

Receptionist/Operator

. Handle 16 satellite office issues in all five boroughs

. Manage, maintain and service operations for facilities

. Conduct site visits to all office locations and resolved any

facilities issues

. Handle disciplinary action without any repercussion to the

company

. 24/7 on call responsibility

. Hire/Fire authority, discipline, corrective plan, counsel

. Conducted Performance Evaluations and established goals for

employees

. Negotiated and maintained contracts with major service

vendors

. Coordinated and scheduled major office moves

. Managed all facility functions for main and satellites office

locations

. Ensured safety of employees during facility emergency or

security situations

. Administered company parking permits

. Approved and signed invoices

. Approved timecards for staff requesting vacation, free days

through the Stromberg system

. Rotate staff from office to office to meet the needs of the

organization

. Monitored phone calls for the receptionist call center and

provided feedback

Health Plus PHSP., Brooklyn, NY

12/07 - 8/09 Operations Supervisor

. Responsible for Supervising all receptionist and mailroom

staff of 22 and reporting the day to day operations to the

Operations Director and Manager

. Serve as 24 hour alarm company contact for all locations.

Also as 24 hour contact to gain access to the 37th Street

building and satellite offices via master key for cleaning

crew and emergency issues such as Fire, Floods and Power

outages, etc.

. Review dept timecards and approve requests for vacation and

time off via the Stromberg System.

. Conduct interviews and provide input to Manager and Director

for potential new hire.

. Process and analyze quarterly and annual performance reviews

for dept staff, provide recommendation for training and

action plans to staff when necessary to improve productivity.

. Conduct disciplinary oral or written warnings.

. Identify, problem solve, delegate and report issues that

arise daily to the Manager and Director.

. Serve as backup to Manager and Director when out of office

e.g. vacation, sick etc.

. Conduct periodic site visits to the various office satellites

throughout the 5 boroughs to meet with receptionist and

Marketing Management to discuss any issues or concerns.

. Assist the Operations Management team in space planning,

furniture equipment, supplies needed for New Site openings.

. Meet and maintain communication with various Supply and

Cleaning Vendors.

. Work closely with various departments to provide any

operational needs & supplies.

. Establish a positive work environment, assistance and

guidance which improve employee moral and performance.

Health Plus PHSP., Brooklyn, NY

4/07 - 12/07 Operations Coordinator

. Responsible for Supervising and assisting with all mailroom

duties, process all incoming/outgoing mail, parcels,

deliveries and courier services, e.g. Fed Ex, DHL, UPS,

Certified Mail, Next Day and Bulk Mail etc.

. Maintain and replenish stock, inventory and ordering of

office supplies.

. Monitor and assist the mailroom staff with folding inserter

machine, postage meter, copier machines and other office

equipment.

. Oversee proper and timely maintenance repairs of office

equipment, e.g. copiers, stamping machine, folding inserter

machine etc

. Interface with vendors such as Danka, Pitney Bowes, etc.

. Answer Mailroom phone calls and respond to e-mails directed

to mailroom.

. Plan work schedules, vacations, holiday, weekend and offsite

coverage, areas of responsibility and job duties to ensure

quality services are rendered.

. Assist Receptionist with coverage when needed e.g. short or

low staff with the answering of phones, directing calls,

greeting and assisting members and visitors in a professional

manner.

. Train new hire receptionist and mailroom staff.

. Ability to multi-task, establish priorities, meet deadlines

and make sound decisions, sometimes under stress

. Established a positive work environment, which improves

employee's moral and performance.

. Process timecards

. Assist with other duties as assigned by Manager.

Health Plus PHSP., Brooklyn, NY

11/01 - 4/07 Senior Receptionist

. Answered 800 line switchboard

. Trained new hire receptionist for in-house and satellite

offices

. Screen and field incoming calls from customers

. Process all calls in a professional and timely manner

. Manage "heavy traffic" reception area

. Greet, assist and direct all members and visitors to

appropriate departments

. Arrange employee transportation including: the distribution

of Metro Cards, preparing and reserving Car Service vouchers

. Maintain logs for: Transportation, key distribution, Visitor

and Employee passes

. General Clerical Duties, including data entering, preparing

labels, Xeroxing and faxing materials, aid Mailroom Staff in

the sorting and distribution of office supplies

. Generate and submit Monthly Reports, arranged use of Main

Conference Room

. Established a positive work environment, which improves

employee's moral and performance

. Assist with other duties as assigned by Manager

Record Abstract., New York, NY

6/92 - 9/01 Receptionist / Administrative Assistant

. Heavy typing word processor and typewriter

. Assisted customers on a regular basis via telephone and in

person

. Worked with the Register's and County Clerk's Offices

. Took customer orders via telephone

. Worked with microfiche machine

. Processed incoming and outgoing mail

. Responsible for filing, duplicating and faxing

1/85 - 8/87 Banco Central of New York., New York, NY

Customer Service Representative / Bank Teller

. Maintained cash drawer.

. Reconciled cash on hand at the end of the day

. Processed Money Orders and Checks

. Opened and Closed Accounts

EDUCATION:

9/09 - present Kingsborough Community College, Brooklyn, NY

Business Administration

9/82 - 9/83 Hunter College, New York, NY

Psychology, Sociology and intermediate courses in Mathematics

and English

SKILLS: MS Word Application, Word Perfect, Internet Explorer, Microsoft

Outlook, Electronic Mail, E-Copy, Folding Inserter Machine,

Postage Meters

Working Knowledge of Windows 3.1, 95 & 98, Microsoft Word,

Excel.

Bilingual in Spanish and English.

Strong interpersonal skills

REFERENCES: Furnished upon request.

Contact this candidate