Customer Service Manager

Lorrie Quackenbush

PO Box **** Auburn, AL ***** 719-***-**** *****************@*****.***

QUALIFICATIONS:

• Recognized team leader with success in supervising, training, and motivating new team members

• Proven call center experience in a multi-task environment

• Ability to prioritize and remain focused on the root cause of an issue

• Provided excellent customer service with diplomacy and flexibility

• Skilled at learning new concepts quickly while working well under pressure

EXPERIENCE:

11/12- Wayne Farms LLC

Union Springs, AL

HR Representative

•Recruited hourly applicants for the feed mill, hatchery, and processing plant

•Acted as the main contact for Work Source, Employnet, and ECLS staffing agencies

•Introduced the W.A.R.M concept, creating a flexible and well-received attendance tool which was later

adopted company-wide

•Nurtured a positive employee relations environment and aided the supervisors in handling employee

concerns

•Developed training programs to improve line leader and supervisor skills

•Facilitated onboarding activities including process improvement to reduce costs and improve employee

satisfaction

11/11- 10/12

YOH HR Solutions (contract with General Electric)

Niskayuna, NY

HRIS Data Management Specialist

• Provided Human Resource support to management and staffing regarding employee records

• Entered employee transactions in Oracle HRIS

• Created, maintained, and updated workflow forms

• Researched data issues and provided problem resolution

06/09-02/11 Correctional Healthcare Companies Colorado Springs, CO

Office Manager

• Oversaw daily medical records operations at El Paso County Criminal Justice Center

• Managed all supervisor activities for 5 employees and the Everest College Externship program

• Recruited and selected office staff & Everest College Externs, maintained medical unit employee

records, and handled all new hire paperwork

• Created a records management training and development program for medical records staff, nursing,

and mental health

• Developed an effective program to process the pre-existing 3 year backlog of records in addition to

reorganizing daily department operations to prevent future backlogs

• Organized daily office operations such as: payroll, internal/external Requests of Information, and

Active/Released filing systems

• Acted as a liaison with El Paso County legal system, Safety & Security, and Command Staff

• Improved employee morale through team building exercises, manager meetings, organizing

staff parties, and by creating a pleasant working environment

• Prepared reports, minutes, monthly statistical data, and tracked expenses

08/06-05/09 USAA

Colorado Springs, CO

Non-Injury Claims Adjuster

•Managed complex multi-line claims, explained contract terms, and offered fair settlements

•Conducted investigations with all parties, determined claim validity, and extent of liability

•Negotiated successful claim settlements with adverse insurance carriers

•Performed skip tracing to locate hit & run drivers and contact information for non-responsive parties

•Provided pipeline training for classes of new recruits

EDUCATION:

03/12 Colorado Technical University

Colorado Springs, CO

BS in Business Administration, Concentration in Human Resources

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