Customer Service Manager
Resume:
Silvana Chiesa
West New York, NJ 07093
*******@*******.***
SUMMARY
. Professional, firm, fair, and consistent.
. Enthusiastic, positive attitude.
. Strong work and leadership ethics.
. Exceptional customer service.
. Ability to multitask, adjust to change, and to manage multiple
priorities.
. Detail oriented, with very good decision making capabilities.
. Effective communication with all levels of an organization, customers,
local authorities, and vendors.
. Proficient in Microsoft office, Outlook, AS/400, Host Analytics, Elemos,
Kronos, Reqlogic, Concur, Facilligence.
. Strong General Accounting.
. Bilingual (English-Spanish)
EMPLOYMENT
Flight Attendant at Endeavor Air-Delta
October 2013 - Present
. Endeavor Air (formerly Pinnacle Airlines Inc.), a wholly owned
subsidiary of Delta Air Lines, has 4,380 employees. Flying as Delta
Connection, it operates 181 regional jets on 1,000 daily flights to
more than 100 cities in the United States and Canada. The headquarters
is located in Minneapolis/St. Paul, Minn., and hub operations are
located in Cincinnati, Detroit, Memphis, Minneapolis/St. Paul and New
York.
Facility Manager at ReCommunity Morris County/ FCR
09/17/2007- 09/09/2013
. ReCommunity operates 36 facilities in 13 states, and employs over 1500
people.
Is headquartered in Charlotte, North Carolina, and is a leading
recycling and
recovery company that is focused on dramatically reducing the
volume of land-
filled waste through conversion into useful products such as
recycled
commodities, ReEngineered Feedstock, bio-fuels and other value-
added recycled
products.
. As a Facility Manager for Recommunity, I was responsible for all
operations, and supervision of all
departments of their Morris Recycling Facility, located in Mine Hill,
Morris County, NJ.
. The material recovery facility (MRF) is divided in two buildings,
covering more than 76,000 square feet, and processes a daily average
of 300 tons of Single-Stream material, including; aluminum, plastics,
paper, cardboard, tin and glass.
. Responsible for 40 full time-employees.
. In this role, I led by example. Always maintaining a positive working
environment, establishing an equal and open communication flow,
listening to employee's needs and address them in a timely manner.
. I also contributed as an interpreter, translator (English-Spanish), to
ensure adequate communication and understanding of all Company
Policies by all employees.
Below I provide you with some of my responsibilities, including Departments
and their functions;
Safety
. Ensure Facility is meeting Safety regulations and goals.
. Overview and ensure correct delivery of; Safety Daily Tool-Talk to
personnel, and Safety orientation training, to new and temporary
employees.
. Collaborate with creation of bilingual power point presentations for
the monthly safety meetings.
. Participate in the execution of Safety meetings (safety training), and
Communication of Safety policies for all the personnel.
. Coordinate and Co-chair Safety Committee: planning and implementing
new ways to comply with safety policies.
. Responsible for OSHA 300 Log.
. Participate in Safety Audit, performed by Regional Safety Officer.
Productivity, Quality and Budget
. Ensure Productivity and Efficiency levels are meeting and/or exceeding
expectations, by monitoring up and down time.
. Ensure Quality Control is performed according to company
specifications.
. Approve daily and monthly physical inventory of all commodities.
. Determine and maintain adequate staffing levels, material flow and tip
floor inventory.
. Approve all Inventories reporting and submittal of all operating data
expected of the facility by the Corporate Office.
. Establish fiscal and/or calendar year expense budget for facility
variable cost, including labor.
. Provide a mid-month forecast on projected variable cost expenditures.
. Review monthly income statements and provide detail explanation
regarding any variances from actual to budget/forecast variable cost.
. Manage facility to the budgetary expectations.
. Review and ensure that monthly variable cost and EBITDA targets are
achieved.
Reception and Pc Scale Operations Department
. Ensure that all incoming calls are answered timely and professionally,
as well as all visitors to the Facility, are greeted and signed in
correctly by Receptionist and/or Scale operator.
. Monitor high level of accuracy by the PC Scale operator, related to
all the tasks pertinent to the position, including all weight
functions of inbound/outbound trucks using computerized scale system,
and the documentation on incoming and outgoing materials.
. Approve all scale reports.
Administrative and HR.
. Establish turnover goals for the year.
. Review termination history and study exit reviews
. Ensure employees appreciation programs are in place
. Communicate with employees for feedback within the workplace.
. Review and approve hours for payroll, and time off requests.
. Overview accurate organization, maintenance and record keeping in all
files, including personnel; regarding attendance, training, tax forms,
disciplinary actions, etc.
. Create all payroll requests.
. Responsible of employee annual review, and yearly and performance
increases.
. Overview and approve the purchase of all Facility supplies.
. Ensure coordination and travel arrangements for meetings are
satisfactory.
. Provide support in assembling bid documents.
Maintenance Department and Project Management
. Meet on daily basis with maintenance to coordinate daily direction
. Ensure Preventive Maintenance and DOT inspections are being completed
in timely manner.
. Monitor all maintenance cost.
. Work closely with Regional Maintenance Manager during audits.
. Responsible for the initiation and completion of maintenance projects
needed in the facility.
. Collaborate and support projects initiated by Regional Maintenance
Manager.
Leasing Consultant / Property Manager at Tower Management Service, L.P.
Bergenfield, NJ.
2006-2007
. Ensured that residents are provided with a clean, safe, well
maintained community.
. Assisted residents and prospective tenants with information requested.
. Resolution of resident complains in a professional manner, with the
enforcement of community policies.
. Answered phones and directed calls to proper place.
. Assisted office operations.
. Coordinated with maintenance staff to resolve problems.
. Collected and processed monthly rent payments.
. Schedule appointments to view apartments and to sign leases.
. Prepared lease packages.
. Lease signing.
. Coordinated all tenant moves (in and out).
. Walk-through inspections.
. Initiated final billing statements.
. Updated vacancy report.
. Timely completion of reports and forms.
. Organized and maintained office files.
. Performed regular inspections of properties.
. Recommended and directed alterations, maintenance and reconditioning
of properties.
. Requested P.O numbers.
. Schedule contractors.
Teller at Peapack Gladstone Bank (Bernardsville Branch, Chester Branch)
2004-2006
. Primary responsible for providing customer service involving the
negotiation of bank instruments, including reception and respond to
account inquiries with discretion and extreme confidentiality,
recognizing customers needs in order to suggest appropriate Bank
Services.
. Assisted branch operations, performed office support including
organizing and maintaining filing system.
. Performed deposits, cash outs, cash ins, etc, accurately.
. ATM prove.
. Teller activity log.
. Cashier's check log.
. Money order log.
Executive Assistant at Camara de la Industria del Chacinado del Uruguay.
(Pork Industry Association of Uruguay)
(Montevideo, Uruguay)
2001-2003
. Managed Reception area.
. Meet and greet visitors, handle telephone calls, messages, inquiries
and request.
. Coordinated board meetings, activities and conference calls.
. Maintained calendar for one or more executives.
. Coordinated travel arrangements.
. Distributed materials for weekly staff meetings and committee
meetings.
. Handled confidential and time-sensitive information.
. Responded to regular requests for information regarding line of
business.
. Supervised janitorial service.
. Expedited all Data Processing, Word processing, maintained files,
typing, and bookkeeping.
. Expense processing for service vendors.
. Office supplies management.
. Billing.
. Monitored budget, researched variances, and prepared financial
reports.
Administrative Assistant at Servicio de Retiros y Pensiones de las Fuerzas
Armadas del Uruguay
(Division of Retirement and Benefits of the Armed Forces of Uruguay)
(Montevideo, Uruguay)
1995-2000
. Secretary to Senior Management.
. Travel Arrangements.
. Calendar Management.
. Assistant to the Human Resources Department.
. Preparation of general correspondences, memos and reports.
. Creation of Power Point presentations.
Store Manager (Full time- Part time) at Calvin Klein-Americanino
(Montevideo-Uruguay)
1991-2003
. Manage all store operations.
. Customer service.
. Responsible of supporting the store team in achieving all Company
Goals.
. Kept records of promotions, sales, and payments.
. Give response to phone calls regarding to store and products.
. Responsible for security of the shop and handled the situations such
as theft and security risks.
. Responsible for training new staff.
. Designed attractive plans to increase profit and traffic.
. Inventory control, order processing, purchasing, exchanges, returns,
and cashier management.
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