Customer Service Manager
Resume:
Michelle Lee Daines[pic]
El Paso, Texas 79924 ************@*****.***
Executive
Profile: The opportunity to purse a challenging career in which I will
utilize well-developed managerial, business,
organizational, planning, communication, computer and
customer service skills.
Key strengths include:
. Management . Sales & Marketing
. HR Professional .
Mentoring & Coaching
. Accounting . Computer Programs
Education: University of Phoenix Santa Teresa, NM
July 2011
Masters of Business Administration
University of Phoenix Santa Teresa, NM
December 2008 Bachelor of Science in Business Management
Professional
Experience: Caliber Collision El Paso, TX 2012-
present
Office Manager
Responsible for ensuring World Class Customer Experience
by all front office staff. Responsible for a broad scope
of accounting and all HR duties related administrative and
management duties.
. Hire, train, counsel, motivate and monitor
performance of Customer Service Reps, as necessary
. Provide direct reports with clear expectations and
the necessary tools, training and information to
effectively perform their jobs
. Provide accurate and timely payroll and HR-related
administration and recordkeeping for all center
associates
. Assist Center Manager to promote safety awareness and
compliance throughout the center
. Accounting Responsibilities: A/P, A/R, Payroll,
monitoring expenses
. Ensure all DRP accounts are managed properly and
updates are communicated to Regional staff.
. Extensive knowledge w Insurance websites and computer
systems. C1,
. Ability to hire, direct and manage associates
Caliber Acquisition Support Team
As a lead Office Manager in El Paso region, I stand also
as a trainer for Caliber Collision.
Effectively manage the training process of new locations
nationwide to ensure that all new Caliber employees are
being consistent in the Caliber process and procedures.
. Ensure training all aspects of the Caliber processes
including, but not limited to: Caliber Owner's Manual
Processes, Safety Procedures, Administrative
Functions, Accounting, and Systems
. Help Develop training strategy for each new center
project
. Performs other related duties as assigned for the
purpose of compliance and client/company consistency
Michelle Lee Daines Page 2
(Continued
Jenny Craig Weight Management Center El Paso, TX 2010-
2012
Manager / Program Director
Manages sales, operations and customer service of the
center. Is responsible for the ongoing training and
development of the staff.
Responsible and accountable for meeting the needs of
existing and potential clients. Presenting and tailoring
Jenny Craig Programs to each individual client.
. Manage individual sales,
operations, HR and customer service
. Extensive training in nutrition and weight
management
. Training and expanding knowledge of new
consultants
. Meet monthly center and individual
goals
Ann Taylor Factory Store El Paso, TX 2008-
2010
Manager/ Visual Merchandising
Responsible to direct all activities required to achieve
all store goals, including sales objectives, client
service, human capital investment and retention, payroll
and operating expenses, loss prevention. All HR
responsibilities. Demonstrated success in building
successful and effective teams.
. Recruit and Train new associates, hire, direct
. Manage all daily store operations
. Manage all visual an merchandise presentation
. Knowledge of visual standards and techniques
. Prioritize projects to meet deadlines
Jenny Craig Weight Management Center El Paso, TX 2006-
2008
Center Manager/ Program Director
Over look centers' operations and a staff of 3-4
consultants at a time, responsible and accountable for
meeting the needs of existing and potential clients.
Presenting and tailoring Jenny Craig Programs to each
individual client.
. Conduct daily center operations
. Manage individual sales, operations and
customer service
. Extensive training in nutrition and weight
management
. Training and expanding knowledge of new
consultants
Michelle Lee Daines Page 3
(Continued
Icon Inc. (Sporting Eyes, Oakley) El Paso, TX
2003-2006
Manager
Full responsibility for management and operations.
Extensive product knowledge to assess clients needs. Oakley
Product and Technology knowledge
. Comprehensive experience in merchandising inventory
control and marketing
. Maintain monthly budgets according to Corporate
office
. Supervise, Trained and developed a team
. Promoted as a Assistant Manager to a higher volume
store within two months of employment
. Employee motivation, communication skills
. Meet personal sales goals
Hawthorn Inn & Suites El Paso, TX
2002-2003
Front Office Manager
Responsible for each guest of the hotel to insure the
utmost customer satisfaction. Supervise team of front desk
clerks and Bell Man to insure all operations of a front
office.
. Hire, train and mentor new employees
. Supervise daily and nightly operations
. Employee relations and scheduling
. Handle & Set up group rates & corporate rates
. Room blocking for groups
. Handle all guest issues concerning their stay
Cliff Inn Hotel El Paso, TX 2001-
2002
Banquet Director/ Front Office Supervisor
Responsible for events going on in the hotel. Outside sales
to promote our facilities to getting more clientele.
. Organizing banquets (meetings, weddings, parties,
etc.)
. Preparing proposals & contracts
. Set up group rates & corporate rates
. Outside sales to promote hotel
. organize and structure setups
. Employee relations and scheduling
Marriott Hotel, El Paso, Texas 1998-
2002
Guest Service Representative
Worked in all hotel departments including front office. Had
an understanding of how a hotel operates from one
department to another to insure each guests request is
fulfilled
. Front desk operations
. Ensuring the utmost in customer satisfaction
. Ability to work all shifts required
. Communicate effectively and positively with guest
. Answering switchboard
. Efficiency in Marriott worldwide reservation system
Skills : Ability:
Obtain and Process information
Plan, Organize and Prioritize Work
Analyze Data
Work in a Team Structure
Verbally communicate with individuals inside and outside of
Organization
Make decisions and problem solve
Proficient in business oriented computer programs (Word, Excel,
PowerPoint, and Outlook)
References: Upon Request
Contact this candidate