Customer Service Manager

L isa Morr ison **** Devonshire Rd Riverside CA **506

786-***-**** ****************@*****.***

Office & Human Resource Management

Organizational Management - Team Leadership and Training - Strategic Planning

Highly accomplished, dynamic professional with diverse office management experience. Exceptionally organized

and disciplined; ability to drive complex projects from concept to completion while performing daily administrative

tasks to maintain operations. Efficiently manages goals, quality standards, and timelines for multiple projects.

Possesses well developed interpersonal skill and ability to motivate and direct others in a supportive, cooperative

team environment. Proficient in Microsoft Office Word, Excel, PowerPoint, Outlook, and HRIS.

Recruiting, Training and Supervision Labor Relations

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Policies and Procedures Manual Benefits Administration, Compensation

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Spreadsheet and Database Creation Organizational Development

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Records Management Conflict Resolution

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Complex Problem Solving Expert Communication Skills

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Financial Analysis

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Project Management

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Education

Bachelor of Science Business Management- University of Phoenix 1998

Master Human Relations- University of Oklahoma 2007

Professional Experience

Office/Practice Manager -Natural Health Care Inc. Deerfield Beach FL- 2012 to 2013

Oversaw daily operation of office including inbound and outbound phone calls, patient scheduling and flow, cash

reconciliation, vendor relations, processing insurance claims, providing all administrative support for Doctor.

Anticipated emerging issues while maintaining confidentiality. Maintained appointment book and schedule.

Key Accomplishments:

• Forged new relationships with patients and vendors ensuring high quality customer service and expedited

inventory and supply management, and process improvement.

Graduate Research Assistant/Teaching Assistant-Florida Atlantic University Boca Raton FL 2010-2012

Assist professors with research, taught classes, lead exam reviews, read and graded papers, proctored exams, grade

entry, research, scanning/copying documents, organizing and filing articles in Refworks and personal database

maintenance. Maintains expert attention to detail and accuracy.

Key Accomplishments:

• Managed multiple projects in busy academic office utilizing organizational, analytical, and leadership skills

to support professor and student success.

Admin Assistant BDC, Admin. Assistant to Brand Manager, Finance Manager, Brand Specialist, Operator-

Mercedes Benz of Coral Gables, smart center Coral Gables, Coral Gables FL- 2006-2010

Served as Executive Assistant to GM, booked travel arrangements and maintained calendar.

Finalized all purchase, title, and finance documents for vehicle sold. Consistently monitored all inbound and

outbound calls, call handling, and contact, show and close rates for maximum production and service. Coordinate

and collaborate with multiple manager and departments. Took inbound service calls, made outbound sales calls,

functioned as 10 line PBX Operator. ADP use.

Key Accomplishments:

• Repeatedly promoted during tenure

• Offered open and supportive communications to team, providing leadership, guidance and support aimed at

improving employee morale, customer experience and a safe and harmonious work environment.

Lisa Morrison…continued

Office Manager/ Buyer- Takusan Treasures Non-Profit Gift Shop Yokosuka, Japan- 2004-2005

Prepare, record, check over and proofread correspondence, invoices, presentations, brochures, publications, reports

and relevant material. Managed projects including the coordination and execution of all international and local buy

trips including customs paperwork, travel arrangements, receiving, inventory, pricing, and stocking of shipments,

boutique remodel, and merchandising and display resets. Responsible for recruiting staff and volunteers,

onboarding/exit procedures, training and staffing, employee relations and scheduling, performance management,

and financial analysis of sales, gross margin, inventory turnover, pricing, markdowns, and payroll. Coordinated and

maintained open communication and compliance with policies and procedures of the board and military base

offices.

Key Accomplishments:

• Increased sales by 30% and increased customer traffic by developing new vendors, acquiring updated

assortment, revamping the pricing strategy and presentation style, and focusing on customer service.

• Oversaw more than 25 employees and volunteers.

Boutique Manager- Jessica McClintock Virginia Beach VA – 2002-2003

Maximized performance and profitability. Performed ongoing analysis to evaluate the efficiency quality and

productivity of business operations. Recruited, hired, trained, and developed top performing associates. Scheduled

associates, distributed assignments, conducted performance reviews, and provided daily supervision. Merchandised

according to trends, turnover, and season and traffic patterns. Effectively lead, organize and implement company

vision.

Key Accomplishments:

• Consistently met and exceeded sales goals by coordinating events with complementary businesses.

• Increased traffic and sales by cultivating rapport, building, and maintaining key client relationships

through superior customer service and presentation.

Office Manager/District Manager of Orange County- Aesthetic Therapies Tustin CA-2001-2002

Directed daily operations of three locations specializing in Endermologie and microdermabrasion, which included

recruiting, hiring, training, monthly inventories, new product selection, buying, pricing and placement of inventory

in multiple locations, client retention, customer service and perform services as necessary. Evaluated and technician

sales and utilization, rates of converting consultations to purchases, quality of treatments performed, retail and

professional inventory, inventory turnover, payroll, office appearance and client documentation.

Key Accomplishments:

• Successfully organized, opened, and managed two locations, which achieved profitability in six and nine

months from opening.

• Established protocols for technician services

• Developed employee handbook, policies and procedures, and protocols.

• Positively impacted sales through forging new relationships with vendors, creating promotions, networking,

organizing community seminars, and evaluating competition.

Volunteer

2012-2013 Volunteer, Annie Appleseed Project, Delray Beach, FL

2009- 2013 Coordinator, Annie’s Organic Buying Club, Miami Beach, FL

2012-2012 Slow Foods, Glades to Coast, Broward, FL

2003- 2005 Navy Family Ombudsman, Yokosuka, Japan

2003-2005 Red Cross Volunteer, Yokosuka, Japan

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