Customer Service Manager

SILVIA CASABURI

**** **** *** **, *** ***, SEATTLE, WA 98106

HOME: 206-***-**** CELL: 206-***-****

*******@*****.**

PROFESSIONAL SUMMARY

PROFESSIONAL WHO THRIVES IN A TEAM-ORIENTED ENVIRONMENT, WORKING CREATIVELY AND

EFFECTIVELY TO REACH COMPANY GOALS.

SKILLS

- CUSTOMER SERVICE-ORIENTED - INFORMATION AND DATA MANAGEMENT SKILLS

- RETAIL SALES PROFESSIONAL - PROBLEM-SOLVING ABILITIES

- CREATIVE - FAST LEARNER

- RELIABLE AND PUNCTUAL - ADAPT TO DIVERSE GROUPS

- PROBLEM-SOLVING SKILLS - FLEXIBLE DURING TIMES OF CHANGE

- EXCELLENT ATTENTION TO DETAIL - EXCELLENT COMMUNICATION SKILLS

- TECHNICALLY COMPETENT WITH VARIOUS - HIGHLY DEPENDABLE

SOFTWARE PROGRAMS, SUCH AS WORD, - ORGANIZING AS WELL AS PRIORITIZING ABILITY

EXCEL, POWERPOINT ETC. - DISCRETION

- CAN CONFORM TO SHIFTING PRIORITIES, - SKILLS TO EFFECTIVELY PRIORITIZE AND EXECUTE

TASKS IN A HIGH-PRESSURE AND FAST DEMANDS AND TIMELINES THROUGH

ANALYTICAL AND PROBLEM-SOLVING CAPABILITIES

PACED ENVIRONMENT

WORK HISTORY

HR ASSISTANT

AMAZON.COM - SEATTLE, WA JUNE 2012 TO AUGUST 2014

● PROVIDE SUPPORT TO CORPORATE, NORTH AMERICAN FULFILMENT CENTER AND CUSTOMER SERVICE

ASSOCIATES ON INQUIRIES AND PROJECTS RELATED TO DATA INTEGRITY, PAYROLL, AND POLICY ADMINISTRATION.

● PROVIDE HR SUPPORT TO THE BUSINESS, ANSWERING EMPLOYEE AND MANAGER QUESTIONS ABOUT HR

PROGRAMS, POLICIES, HR RELATED QUESTIONS.

● SERVE AS SUBJECT MATTER EXPERT ON TIMEKEEPING SYSTEM AND PAY IMPACTING INQUIRIES FOR INTERNAL

PARTNERS AND TEAMS SUCH AS HR, PAYROLL, BENEFITS, ON-BOARDING, TERMINATIONS, LEAVE OF

ABSENCE, AND COMPENSATION.

● PERFORM A VARIETY OF HR DUTIES UNDER THE GENERAL DIRECTION OF THE HR LEADERSHIP TEAM, SUCH AS

COMMUNICATING, COORDINATING, AND ADMINISTERING OUR HR PROCESSES AND POLICIES.

● HANDLE MULTIPLE PROJECTS AND DEADLINES. PROVIDED GREAT PROBLEM SOLVING SKILLS

● PROVIDE REPORTS WITH EXCEL, INCLUDING BUT NOT LIMITED TO CHARTS, PIVOTS, FILTERS, AND VLOOKUP.

● ASSISTING WITH VARIOUS INTERNAL AND EXTERNAL PROJECTS TO AUTOMATE AND STREAMLINE PROCESSES AND

PROCEDURES IN THE EFFORT TO IMPROVE CUSTOMER/EMPLOYEE EXPERIENCES TO DELIVER A WORLD CLASS HR

EXPERIENCE.

● SME IN SEARCHING AND UPDATING EMPLOYEE DATA INTO SHAREPOINT AND PEOPLESOFT (HRIS SYSTEM).

● ASSIST WITH HR TRANSACTIONS INCLUDING COMPENSATION CHANGES, BONUSES, STATUS CHANGE, TRANSFERS,

AND JOB DATA CHANGE.

● EVALUATED INCOMING HR REQUESTS AND PROVIDED RESOLUTION. WORKED CLOSELY WITH HR BUSINESS

PARTNERS AND HR MANAGER TO RESOLVE ISSUES THAT REQUIRED MULTIPLE CONTACTS OR FOR WHICH NO

DEFINED PROCESS EXISTED.

● DEVELOPED AND PUBLISHES COMMUNICATIONS TO PROJECT SHAREHOLDERS.

● RESPONSIBLE FOR MULTIPLE PAYROLL AUDITS (USA, CANADA)

● CREATED STANDARD OPERATIONS PROCESS DOCUMENTS.

● COORDINATING EMPLOYEE'S BENEFITS FOR GERMANY, USA, AND CANADA.

ITALIAN SPEAKING INVESTIGATOR

AMAZON.COM - SEATTLE, WA AUGUST 2010 TO JUNE 2012

● DEVELOPED AND MAINTAINED A DETAILED PROJECT SCHEDULE WHICH INCLUDES

ADMINISTRATIVE TASKS AND ALL SITES INVOLVED IN THE PROJECT.

AUGUST 2010 TO JUNE 2012L COORDINATE PHONE CALLS WITH ITALIAN BANKS, ITALIAN CUSTOMERS TO

GATHER DATA REQUIRED TO MAKE INFORMED DECISIONS ABOUT MERCHANT RISK.

● GATHERED ALL PROJECT INFORMATION AND COMMUNICATES TO THE REST OF THE TEAM.

● WORKED WITH OTHER TEAMS TO UNDERSTAND AND ASSIST WITH TRACKING ALL WORK, TASK AND PROJECT

ASSIGNMENTS.

● ASSIST WITH HIRING AND GROWING OF THE TEAM AND SET HIRING STANDARDS FOR INTERVIEWING POTENTIAL

EMPLOYEE.

● MET AND EXCEEDED PRODUCTION MATRIX FOR THE INVESTIGATION TEAM L INVESTIGATE

SUSPICIOUS MERCHANT ACTIVITY AND BEHAVIORAL TRENDS THAT POSE A RISK TO AMAZON.COM, BUYERS, OR

OTHER MERCHANTS.

● RESOLVED PENDING ISSUES FOR MERCHANTS IN RELEASING FUNDS HELD ON ACCOUNT.

● IDENTIFIED NEW FRAUD PATTERNS AND TRENDS AMONG MERCHANT ACCOUNTS AND

COMMUNICATE IT TO THE REST OF THE TEAM.

● TOOK APPROPRIATE ACTION TO IDENTIFY AND MINIMIZE THE RISK POSED BY SUCH TRENDS.

● PARTICIPATE IN SPECIAL PROJECTS/ASSIGNMENTS AS NECESSARY TO ASSIST IN REDUCING FRAUD

RELATED LOSSES AND/OR IMPROVE THE EFFECTIVENESS AND EFFICIENCY OF THE TEAM'S

PROCESSES AND REDUCE THE AMOUNT OF BAD DEBT FOR AMAZON.COM.

● TRAINED AND SERVED AS A PEER COACH FOR NEW TEAMMATES.

GERMAN AND ITALIAN TUTOR

FREELANCE - SEATTLE, WA JANUARY 2009 TO SEPTEMBER 2012

● PREPARED INDIVIDUAL CURRICULUMS FOR EACH STUDENT.

● MAINTAINED RECORDS OF EACH STUDENT'S PERFORMANCE.

● PREPARED CLASSES AND TEST.

● COORDINATED MEETINGS WITH EACH STUDENT.

● EXECUTION AND DELIVERY OF LESSONS. 01/2009 TO 09/2012 EDUCATION CERTIFICATIONS

SYSTEMS

● FILE ALL STUDENT'S DOCUMENTS.

● ORGANIZED ADVERTISEMENT FOR THE BUSINESS.

● PREPARED INVOICES AND DISTRIBUTE THEM ACCORDINGLY.

MANAGER

SERAFINA - SEATTLE, WA MARCH 2007 TO DECEMBER 2009

● GREETED CUSTOMERS AND ASCERTAINED CUSTOMERS' NEEDS.

● MAINTAINED RECORDS RELATED TO SALES.

● PREPARED VENDOR'S INVOICES AND PAY THE BILL.

● BALANCED AND DISTRIBUTED DAILY TIPS POOL TO STAFF.

● MANAGED VENDOR DELIVERIES, AND LOGGED INVENTORY RECEIVED.

● BOOKKEEPING.

● CREATED DAILY MENU AND DISTRIBUTED TO THE FRONT OF THE HOUSE.

● HELPED CUSTOMERS WITH QUESTIONS, PROBLEMS AND COMPLAINTS IN PERSON AND VIA

TELEPHONE.

● DEVELOPED POSITIVE CUSTOMER RELATIONSHIPS THROUGH FRIENDLY GREETINGS AND EXCELLENT SERVICE.

● TRAINED AND SERVED AS A PEER COACH FOR NEW STAFF MEMBER.

● MANAGED THE LUNCH CREW.

● MANAGED ALL RESTAURANT'S OPERATIONS.

● ORGANIZED RESTAURANT MERCHANDISE RACKS BY SIZE, STYLE AND COLOR.

● INTERVIEWED AND WORKED CLOSELY WITH VENDORS TO ACQUIRE AND DEVELOP DESIRED

PRODUCTS.

● COMPLETED STOCK ORDERS AND MANAGED INVENTORY LEVELS.

HOST

SERAFINA - SEATTLE, WA SEPTEMBER 2006 TO MARCH 2007

● COORDINATED RESERVATIONS FOR CUSTOMER.

● HELPED CUSTOMERS WITH QUESTIONS, PROBLEMS AND COMPLAINTS IN PERSON AND VIA

TELEPHONE.

● ORGANIZED FRONT DESK BEFORE EACH SHIFT TO MAINTAIN THE VISUAL APPEAL OF THE

RESTAURANT.

● WORKING WITH THE BACK OF THE HOUSE, ASSIST IN DEVELOPING A COMPREHENSIVE WORKFLOW PROCESS FOR

THE DAY.

● DEVELOPED POSITIVE CUSTOMER RELATIONSHIPS THROUGH FRIENDLY GREETINGS AND EXCELLENT SERVICE.

● VERIFIED THAT ALL CUSTOMERS RECEIVED EXCELLENT SERVICE AND WERE SATISFIED WITH OUR

FOOD.

● STOCKED THE FRONT OF THE HOUSE WITH FRESH DAILY MENUS.

SALE

VOEGELE - ZUERICH, SWITZERLAND OCTOBER 2000 TO JULY 2002

● ANSWERED CUSTOMER QUESTIONS REGARDING STORE MERCHANDISE, DEPARTMENT

INFORMATION AND PRICING.

● ORGANIZED STORE MERCHANDISE RACKS BY SIZE, STYLE AND COLOR.

● CREATED VISUAL MARKETING AND STYLED WINDOW DISPLAYS.

● SET AND RECOMMENDED MARK-UP RATES, MARK-DOWN RATES AND SELLING PRICES FOR

● REMOVED DAMAGED, OUT-OF-CODE, NOT-IN-SET AND DISCONTINUED ITEMS FROM DISPLAYS.

● ROTATED MANUFACTURER PRODUCTS AS NEEDED.

● LOADED AND UNLOADED MERCHANDISE USING A LADDER AND PALLET JACK.

EDUCATION

SEATTLE CENTRAL COMMUNITY COLLEGE 2010

SEATTLE, WA

ASSOCIATE OF ARTS

VOLKSHOCHSCHULE 2006

KONSTANZ, GERMANY

ASSOCIATE OF ARTS: BUSINESS

CERTIFICATIONS

● COLLEGE BRIDGE GRADUATION 2003

● DEANS LIST AWARD 2004/2005 AND 2005/2006

● PROJECT MANAGEMENT CLASSES WITH CHEETAH

● TECHNICAL PROJECT MANAGEMENT CONVENTION

● GOAL SETTING CLASSES WITH AMAZON

LANGUAGES

● ITALIAN (WRITTEN/VERBAL)

● GERMAN (WRITTEN/VERBAL)

● ENGLISH (WRITTEN/VERBAL)

● SPANISH (VERBAL)

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