Customer Service Manager
Resume:
Angela Lee Pizarras
accizz@r.postjobfree.com
OBJECTIVE To positively impact the organization that I work with through training, education, or
operational initiatives that, not only create a solid base for positive employee behaviors,
but also stimulate growth beyond standard targets.
EXPERIENCE
04/13 – present NAI Houston
Operations Director
• Manage a team of 15 administrative and specialized staff that support over 40
commercial real estate brokers
• Manage all aspects of Human Resources including recruiting, training, conflict
resolution, benefits review, performance standards and adherence
• Develop training materials and curriculum
• Project manage CRM software transition to Salesforce
• Analyze work process inefficiencies and developed process improvement solutions
• Renegotiate vendor contracts for cost efficiency
• Ensure operational success so that brokers are able to focus on building their business
• Act as company events chairperson
02/10 – 03/13 Sona MedSpa
Regional Manager
• Responsible for annual territory goal of $7,200,000
• Promoted to manage a team of 62 employees including indirect reports
• Trained, directed, and ensured success of all staff from management, sales, treatment
providers
• Developed training materials and curriculum to achieve sales and customer service
goals
• Created monthly, quarterly and annual training programs that reinforced company
objectives
• Analyzed work process inefficiencies and developed process improvement solutions
• Implemented recruiting and behavioral based interview process
• Handled HR items from conflict resolution to recruiting and/or coaching for career
development
• Responsible for territory targeted at 5M+ in revenue
• Handled weekly and monthly operational and sales productivity reports
• Expanded my region in 2011 to include 6 locations
• Worked with internal cross functional teams from sales and marketing to operations
and finance
• Resourced with vendors to implement internal marketing events
02/08 – 02/10 Sona MedSpa
Center Manager
• Initially managed a staff of 5 then promoted to manager a larger office of 12
employees
Sona MedSpa (con’t.)
• Handled new hire orientation and paperwork
• Trained new hires on company policies and procedures
• Responsible for ensuring positive team motivation to reach office sales goals
02/08 – 02/10 Sona MedSpa (con’t.)
Center Manager
• Responsible for performance reviews
• Handled employee conflict resolution
• Ensured highest level of customer service including escalated client issues
• Managed center level budget including labor expenses
• Responsible for ensuring proper maintenance of laser equipment
• Coordinated internal and external office events
• Maintained vendor relations
• Ensured OSHA and HIPAA compliance
• Responsible for driving t5eam to meet company sales goals
• Managed client database
• Acted as communication liaison between corporate and local offices
04/07 – 02/08 Town & Country Medical Spa
Marketing Coordinator/Aesthetician
• Responsible for coordination of marketing endeavors, including but not limited to
creation of marketing materials in print and email marketing
• Acted as back up operations manager
• Sold treatment programs via skin consultations
02/03 – 04/07 Nordstrom
Aesthetic Manager
• Supervised team of 5 as well as coaching duties to the expanded team, total 19
employees
• Trained staff in areas of sales, treatments and retail offerings
• Coordinated vendor trainings for retail offerings
• Initiated, promoted and participated in special events to meet monthly sales goals
• Created and implemented follow up programs post training to ensure retention and
analyzed success rates
• Promoted referral business through community marketing efforts
• Built and maintained clientele to grow spa business
• Performed various facials, waxing, massage, and body treatment services
• Responsible for ordering back bar supply and retail inventory
05/00 – 02/03 Shell Oil Company
Business Analyst/Billing Call Center Manager
• Managed a team of 5 billing coordinators
• Responsible for budget, forecast, and financial analysis of multiple million dollar
business units
• Troubleshot business units not making margin then created and implemented
solutions
• Created reports through Lawson, MS Excel, and Access
• Managed billing call center and analyzed custom billing process flow to streamline,
standardized procedures and ensured excellent customer service
• Billing and AR reconciliation, analysis, and processing
1/95 – 4/00 Prescriptives & Lancome
Beauty Consultant/Freelance MakeUp Artist
• Provide consultative makeup and skincare services
• Follow Up campaign to build long term clientele
• Met or exceeded monthly and special event goals
• Worked or Freelanced at a variety of retailers including Macys, Neiman Marcus and
Dillards
EDUCATION
2003 Institute of Cosmetology and Esthetics
Esthetician Graduate, Licensed 2003
2005 The Academy of Health Care Professions
Massage Therapy Graduate, licensed 2005
1998 University of Houston
B.A. Psychology
SKILLS Software Experience: Adobe Photoshop, Illustrator, WordPress, E-Dreamz, Orchid,
Envision, SalonBiz, Millennium Appointment Software, MS Word, Excel, PowerPoint,
Access, Lawson, MindBody, Tableau
LICENSURE TX CF, TX LMT
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