Customer Service Manager
Resume:
JENNIFER LEHTO-ARONS
Cockeysville, MD 21030
OBJECTIVE: Seeking a new opportunity that will utilize my overall
competencies and allow me to contribute positively to new goals, objectives
and challenges
SKILLS SUMMARY: Experienced middle manager with 25+ yrs work experience
supervising and managing multiple customer service functions which include:
Facilities/Office Services, Billing Operations, Mail Operations, Shipping &
Receiving, Switchboard, Electronic Document Production/Design, and Disaster
Recovery Planning. Possess a high level of proficiency in communications,
quality/production management, budget management, project management.
Knowledgeable of PC programs/applications and have excellent computer
skills. Self taught various mainframe, computer and database systems.
OCT 2011 - OCT 2013
PHH ARVAL - Sparks, MD 21152
Fleet Billing Administrator
Responsible for providing various types of billing information to all
vendors as requested, process a minimum of 30 invoices per hour with
excellent quality for Collision Vehicle Accident Services, and assist the
department in meeting all goals and expectations for the day-to-day work
and Special Projects.
JUNE 1995 - SEPT 2009
FARMERS INSURANCE GROUP - Baltimore, MD 21211
July 2004-Sept 2009
Facilities/Office Services Manager
Responsible for providing various types of facilities and office support
services for 300 employees located in the Baltimore office.
> Managed all employee moves, and office renovation projects (large and
small) working with architects, space planners, electrical,
construction, furniture installation and moving contractors, as well
as our company Telecommunications and Information Technology desktop
and network support units.
> Responsible for communicating emergency procedures and communications
services.
> Provide support to all business units to create business resumption
plans.
> Interact with Facility maintenance crew on a daily basis reporting
maintenance issues that need to be corrected.
> Active member of the Risk Mgmt team to ensure compliance with all
safety rules and regulations within all business units. Implement
corrective measures as required.
> Responsible for monitoring and updating our computer asset inventory
database to ensure inventory is accurate. Participate in monthly
meetings and communicate all desk-side support issues with the Help
Desk.
> Liaison between employees and all outsourced facilities services
including Mail, Shipping & Receiving, Records Management, Printing
Services, Purchasing, PC desktop support services, Fleet vehicle
Insurance Card Processing and compliance for company fleet vehicles,
Printing Services and general facility and space planning needs to
ensure service/quality levels were adequate.
> Represented all Farmers Baltimore Charitable Foundation activities and
fundraising for the American Red Cross, Komen Foundation, March of
Dimes, United Way, Toys for Tots, among others.
July 2004-September 2009
Personal Billing Manager
Responsible for the overall operations, staffing and customer satisfaction
levels of the Billing Services unit (10 direct reports).
> Maintained effective communications and supervision of staff to ensure
overall compliance with deadlines, accuracy/quality of daily
processing. Conducted individual employee evaluations and held
regular staff meetings.
> Developed excellent rapport with agents and customers resolving
billing problems and providing solutions for the customer service
center staff when assisting agents and customers.
> Monitored the quality control and efficiency of the daily services
provided by our Bank (lockbox payment processing, cash entry, credit
card processing, and statement reconciliation).
> Prepared annual salary and operating budgets. Monitored and reported
quarterly results to management.
> Learned to operate and troubleshoot two mainframe billing and
reporting systems.
June 1995-April 1999
Mail/Shipping Operations Manager
Responsible for implementing change to increase productivity, decrease
cost, and improve customer satisfaction levels for the mail and
shipping/receiving units which were operating at very poor customer
satisfaction levels.
> Maintained effective communications and supervision of staff to ensure
overall compliance with deadlines, accuracy/quality of daily
processing. Conducted individual employee evaluations and held
regular staff meetings.
> Developed and Implemented new job descriptions to create career paths
within the unit, improve morale and overall productivity. Evaluated
and implemented workflow and procedural changes to improve the quality
of services provided.
> Developed and implemented a customer satisfaction survey to measure
and obtain customer feedback.
> Achieved overall savings through qualifying mail pieces for discounted
pre-sort postage rates. Managed annual postage budget of over
$7,000,000.
> Maintained an effective business relationship with the United States
Postal Service and implemented company-wide communications regarding
postal rules and regulations.
> Attended senior management staff meetings regularly to communicate
improvements in overall performance of the mail services and shipping
and receiving units and the customer satisfaction levels.
JULY 1974 - OCT 1994
BANK OF AMERICA - Baltimore, MD 21201
March 1992-Oct 1994
Disaster Recovery Project Manager
Responsible for assisting all business units with the development, testing
and ongoing maintenance of business unit disaster recovery plans.
> Learned and developed the skills necessary to analyze and critique
disaster recovery plans.
> Analyzed disaster recovery plans and provided written feedback to the
responsible managers of each unit.
> Worked closely with the Data Center management to ensure consistency
with the business unit plans and the Data Center disaster recovery
plan.
> Conducted disaster recovery plan testing and documentation on a
regular basis with each business unit.
Nov 1990-March 1992
Senior Administrative Analyst
Responsible for providing support to the Administrative Services Divisional
Controller which included financial analysis, budget reporting, and general
office services tasks.
> Learned and developed the skills necessary to operate the company's
accounting software and budget data input and report generation
operations and procedures.
> Provided monthly reconciliation and budget variance reports.
> Developed and produced a training manual for multiple software
applications to conduct training for all employees within the
Administrative Services Division.
March 1990-Nov 1990
Administrative Unit Manager
Responsible for managing and supervising the centralized secretarial
support unit of the
Administrative Services Division (5 direct reports).
> Implemented a centralized secretarial support concept to support the
administrative needs of 50 employees in the Facilities unit.
Established and implemented operating procedures and methods to ensure
overall efficiency.
> Maintained effective communications and supervision of staff to ensure
overall compliance with deadlines, accuracy/quality of daily
processing. Conducted individual employee evaluations and held
regular staff meetings.
> Prepared annual salary and operating budgets. Monitored and reported
quarterly results to management.
June 1983-March 1990
Bank Services Manager
Responsible for the overall management and customer satisfaction levels of
the Word Processing and Typesetting and Design units which provided a
variety of word processing and composition services to 1,000 internal
customers (31 direct reports).
> Maintained effective communications and supervision of staff to ensure
overall compliance with deadlines, accuracy/quality of daily
processing. Conducted individual employee evaluations and held
regular staff meetings.
> Promoted to Corporate Services Officer then Assistant Vice President
through my overall strengths and skills in customer service.
> Prepared annual salary and operating budget of $900,000. Monitored
and reported quarterly results to management.
> Developed a formal training program for all internal customers on the
proper use of a centralized word processing service. This improved
productivity in the branch offices through the use of centralized
transcription technology and the use of standard formats.
> Improved departmental turnover by rewriting, reevaluating and
upgrading the job descriptions for the word processing center.
>
June 1981-March 1983
Bank Services Supervisor
Responsible for the direct supervision of the Word Processing unit's
evening shift (7 direct reports) to ensure all service objectives and
quality standards were consistently achieved.
> Maintained effective communications and supervision of staff to ensure
overall compliance with deadlines, accuracy/quality of daily
processing. Conducted individual employee evaluations and held
regular staff meetings.
> Maintained excellent rapport with all internal customers promoting the
use of the word processing center and training them how to use the
center to their advantage.
July 1974-June 1981
Word Processing Operator/Administrative Assistant
> Provided administrative support for the Investment unit which included
10 portfolio managers.
> Recruited to the pilot study for the implementation of a word
processing center in 1979.
> Learned how to operate the word processing equipment and centralized
dictation system. Discovered my ability to work efficiently in a
production-oriented environment.
EDUCATION
1972-1974 Patapsco High School, Baltimore, MD 21222
Graduated 1974 - Business
1981-Present Supervisory/Management Education and Training
Courses, Effective Writing and Communications Training,
PC/Mainframe Software Training, Managing Change
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