Customer Service Manager
Resume:
M ARLO
ILKEY ***********@*****.***
HIGHER EDUCATION
Masters of Science in Human Resource Management – Huntsman School of Business, Utah State University
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Masters of Business Administration – Huntsman School of Business, Utah State University
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Bachelors of Science in Human Resources - Utah State University
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Bachelors of Science in Economics - Utah State University
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OVERVIEW – HIGHLIGHTS
7+Years Management & Employee Relations Expertise Project Management
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Manage Stressful, Fast Pace Environments Excellent Analytical & Problem Solving Abilities
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Positive, Optimistic, and Ethical Fluent in Spanish
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Diverse Industry Experience Expert in Customer Service & Relationship Management
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PROFESSIONAL EXPERIENCE
H uman R esource Intern – C ache County F eb ruary – J une 2013
• Salary restructuring project for 400 employees that incorporated benchmarking, point factor, and market data.
• Created salary implementation plan that involved smart spreadsheets to assess and project future impacts
• Job evaluation and total compensation analysis.
L icensed B anke r: J PMorgan Chase, Logan Utah April 2 011 - P resent
• Proven track record managing customer relationships from start to finish by assessing customers needs through
profiling and presenting solutions based on individual needs.
• Increased branch performance, resulting in reclassification of branch into a higher peer group level.
• Improved customer satisfaction ratings to the top 10% of the branches in the company.
G eneral Manager: MJC Enterprises, Caf é S abor, Logan Utah September 2 004 – A pril 20 11
• Managed all general business functions in a fast pace, $2 million per year establishment.
• Performed personnel management and human resource functions including recruiting and retaining a staff of 65
employees
• Built training programs and created new employee and business policies.
• Decreased overall expenses by 5% the first year as General Manager and increased profits year over year.
C linical P harmacy Technician: Cache Valley Speci alty Hospital, North Logan U tah 2 002 – 2 0 05
H eavy Equipment Operator: Nephi Sandstone, Nephi Utah 2 000 – 2 002
ADDITIONAL EXPERIENCE & SERVICE
E arned Professional Banking and Investment licenses: Series 6 & 63, Life Insurance, Notary Republic
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E ducation in u pper division m ath, physics, chemistry
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M ember of SHRM
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U tah State University Multicultural Center Scholarship Committee – Planed fundraising events, administered and
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oversaw scholarships, managed accounts, awarded scholarships
C APSA – Planned and administered fundraisers
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V olunteer Instructor for Community Computer Courses
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