Customer Service Manager
Resume:
Frances Anna Gaines
New Roads, LA 70760
*****************@*******.***
CAREER OBJECTIVE
To obtain a position which will be conducive to my growth and the growth of the company.
EDUCATIONAL BACKGROUND
University of Phoenix Baton Rouge, LA
Bachelor of Science in Communications November 28, 2012 to
Present
Program designed to develop the professional knowledge and skills of cross functional managers in
any organization. This degree enhances skills necessary for improved organizational effectiveness in a
dynamic and evolving workplace.
University of Phoenix Baton Rouge, LA
Associate of Arts in Foundations of Business Graduated November 13, 2012
Required course of study included the following: Foundations of Business; Principles of Economics;
Information Systems; Organizational Ethics and Social Responsibility; Financial Accounting and
Managerial Communications.
International Institute of Municipal Clerks Baton Rouge, LA
Certified Municipal Clerk with Advanced Standing October 1995
Graduated from Louisiana Municipal Clerks Institute and was accepted as a member of the Academy for
Advanced Education of the International Institute of Municipal Clerks. The Academy is the professional
body of municipal clerks who have contributed to their level of educational achievement beyond the
attainment of the Certified Municipal Clerk Award. The first woman to serve as Secretary-Treasurer to the
City of New Roads. Also, the first Secretary-Treasurer to become certified.
Memorial Area Technical College New Roads, LA
Office Occupations Graduated March 1983
Major courses included: typing; word processing; voice transcription, accounting; computerized payroll
accounting; business English; Business math; Lotus and WordPerfect; While studying at Memorial Area I
established a student chapter of Professional Secretaries.
Southern University Baton Rouge, LA
Electrical Engineering Technology September 1973 to 1975
Completed two years study of Electrical Engineering Technology. Major courses included Calculus and
Economics.
SKILLS
Professional Experience Level: Years: Last
Used:
Typing 95 WPM Very Heavy 40 or more 2013
Voice Transcription Very Heavy 30 or more 2013
Computer Programs Very Heavy 30 or more 2013
Public Relations Very Heavy 20 or more 2013
PROFESSIONAL EXPERIENCE
Wal-Mart 1196 New Roads, LA
Customer Service July 2, 2013-Present
Responsible for customer satisfaction, money center and site-to-store. Check cashing, money orders,
money grams, etc.
City of New Roads New Roads, LA
Constituent Services Liaison for City & Scott Civic Center August 9, 2009-June 28, 2013
Responsible for providing a direct linkage between the residents of New Roads and the Mayor’s Office in
an effort to make New Roads a safer and cleaner city; provide quality customer service in a cost efficient
manner and foster good community relations.
Pointe Coupee Parish School Board New Roads, LA
Para-Professional (Teacher’s Aide) August 1, 2007 to August 8, 2009
Responsible for providing direct assistance to the Middle School Mathematics instructor. Also, served
three months as lead teacher when instructor was on leave of absence. Prepared lesson plans, kept order in
classroom and children remain on task.
Charter Communications New Roads, LA
Administrative Assistant September 2006-August 2007
Responsible for assisting the Regional Government Relations Director by effectively performing
administrative and confidential secretarial duties and promoting efficient departmental office operations
on a regional level, enabling the Director to devote time needed out of the office. Also, worked in
customer service.
Pointe Coupee Parish Police Jury New Roads, LA
Executive Assistant August 2004 to September 2006
Performed secretarial duties for the Parish Administrator, Secretary, and the Police Jury. Typed and
transcribed documents; scheduled appointments and departmental activities, maintained various records.
Responsible for issuing building permits for the parish; served as secretary to committees such as: Water
Districts, Planning and Zoning, Personnel and Utilities.
Pointe Coupee Electric Membership Corporation New Roads, LA
Member Services Representative 08/200 - 08/2004
Responsible for carrying out a planned energy and public relations program. Meet with cooperative
members throughout Iberville, Pointe Coupee and West Baton Rouge parishes on a weekly basis in order
to promote the cooperative and to determine customer satisfaction. Develop and prepare news articles,
PowerPoint presentations, advertising and other materials, that promote the cooperative’s products,
objectives, policies plans, programs and services to members. Also prepare news releases, reports and
other printed material for media distribution or for the statewide magazine. Assist the Director and staff of
the department of Member Services.
Wal-Mart Store #1196 New Roads, LA
Personnel Manager 11/1997 – 08/2000
Assisted the Store Manager by recruiting and training new employees. Also, made sure that all employees
remained abreast of ongoing training. Performed other administrative and confidential personnel
management duties such as input of daily payroll, employment records and benefits. Represented the
company on a local, state and national level. Also, Store contact for all community events including fund-
raisers, grants and scholarships
.
City of New Roads New Roads, LA
Secretary-Treasurer/Certified Clerk 01/1993 – 05/1998
Appointed by the mayor with approval of the city council to serve at the pleasure of the mayor and
council. As custodian of the municipal seal; kept the minute books for the city and all other books and
records as provided for by city ordinance; filed and preserved all records and papers which pertained to
the business of the city. Contributed significantly to the city’s public relations an effort by respondi8ng to
citizen inquires. Represented the governing authority on various public boards and commissions. Worked
a fluctuating work schedule in order to attend local state and national meetings, etc.
Tangipahoa Parish School Board (JTPA) New Roads, LA
Intake Interviewer 12/1988 – 01/1993
Position required communicating with persons outside the organization. Representing the organization to
customers, the public, government, and other external sources. Established and maintained relationships
with businesses in Pointe Coupee and surrounding parishes. Made judgements about our assessing the
value, importance, or quality of things or people. Determined applicant qualifications for the program by
gathering personal information.
GSU River Bend Nuclear Plant St. Francisville, LA
Senior Clerk Typist 09/1983 – 10/1986
Supervised four-clerk typist for GSU Procurement at the River Bend Nuclear Plant. Primary contact
person between 16 procurement agents and the clerical staff. Responsible for making sure all purchase
orders needed to bring the nuclear plant online were typed with accuracy and on a timely basis.
Southern University Baton Rouge, LA
Secretary to Dean of Engineering 09/1976 – 05/1978
Assisted the Dean by composing and preparing correspondence, maintained daily appointments and
itinerary. Maintained effective coordination between the Dean’s office and Engineering Department
Heads. Contact person for all educational and social events involving the College of Engineering.
REFERENCES
1. Angelia M. Jones (******@*********.***)
2. Valery Dukes, Pointe Coupee Parish Schools, 225-***-****
3. Nikita Dukes, Pointe Coupee Parish Schools, 225-***-****
4. Gerri P. Martin, 225-***-****.
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