Customer Service Project

Mamie Posey Moore

Citizenship: USA

Cell: 248-***-****

Email: *******@*****.***

Objective: To work in a well established environment and receive great benefits

Key Skills:

Proficient or familiar with a vast array of software, concepts, and technologies, including:

(Developed Marketing Materials, Websites, Brochures) Word, Excel, Access, PowerPoint, MS Works, PowerPoint

Viewers 2007, Desktop Publishing, Outlook, Lotus Notes, AS400, Winsearch, Email Systems, ACD, CRM, Windows,

UNIX, Internet Security, Group Network System, various Call Center Softwares, C, UNIX, Light Network

Administration, Light Hardware & Conference Systems

WORK EXPERIENCE

Home care my mother - May 2012 – July 28, 2014

Employment Partners Inc. (EPI) Staffing

June 2010 – May 2012

Account Executive/New Business

Initiate and maintain routine contacts (to include visits, phone calls and mailings) to existing clients in order to ensure s mooth

working relationships (field based marketing). As an Account Executive I use the full cycle of recruiting process to implement

Relationship Management techniques to find new accounts in need of staffing solutions. I worked closely with Recruiters to help

them understand my clients’ needs and requirements. My primary role was to work both inside and outside the office finding new

clients, maintaining existing business relationships, and matching candidate talent with client needs.

Gregory Terrell & Company, CPA Firm

July 2008 – June 2010

Business Development

Manage all social media contacts

Business development

HR Assistant & Staff Recruiting

Place Ads in various business-publishing companies.

Develop Marketing Materials (brochures/website/sponsorship documents/ Emails Blass)

Set appointments

Maintain Social Media

Manage Office Functions (offsite events)

Perform other duties as assigned

Next Generation Community Organizers (NGCO) February 2009 – Present

Senior Consultant (Project Management)

Consultant on community projects to improve health, education and financial literacy.

Chair fundraisers and community recognition award events.

On-going work organizing youth initiative programs, (summer interns at Farmers Market, Neighborhood Day etc.)

Assist with grant researches and chair community green sustainability projects

Develop a Farmers Market for underserved (adults rated lowest statewide in literacy) community to learn about healthy

living and nutrition.

Non-Profit to improve Literacy in underserved communities of Wayne and Oakland County

Canvassing

Complete Correspondence to donors and funders

Attend community functions to represent the agency as requested

Phone banking

Work with various non-profit organizations and local farmers.

Host various events, festivals

Pending Projects: Bookmobile, and Training & Development

Served on two boards (start-up non-profit organization), Light of Hope and Detroit Transition Camp

NTDS Consultant Inc. Sr. Recruiter and Account Executive: 1996 - 2008

Full lifecycle recruiting, Sales/placements, Behavioral processes and employee relations in many industries such as IT, Medical,

Operation, Engineering, Management & Laborers

Summary in Management/Project Management: (15 years total) 1986 - 1996

ADP & US Truck Driving School – Project Manager

Direct and manage project development from beginning to end.

Define project scope, goals and deliverables that support business goal s in collaboration with senior management

Develop full-scale project plans and associated communications documents.

Effectively communicate project expectations to team members in a timely and clear fashion.

Estimate the resources and participants needed to achieve project goals.

Draft and submit budget proposals, and recommend subsequent budget changes where necessary.

Where required, negotiate with other department managers for the acquisition of required personnel from within the

company.

Determine and assess need for additional staff and/or consultants and make the appropriate recruitments if necessary

during project cycle.

Delegate tasks and responsibilities to appropriate personnel.

Identify and resolve issues and conflicts within the project team.

Identify and manage project dependencies and critical path.

Plan and schedule project timelines and milestones using appropriate tools.

Track project milestones and deliverables.

Develop and deliver progress reports, proposals, requirements documentation, and presentations.

Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem

areas.

Proactively manage changes in project scope, identify potential crises, and devise contingency plans.

Define project success criteria and disseminate them to involved parties throughout project life cycle.

Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action

and accountability for their assigned work.

Build, develop, and grow any business relationships vital to the success of the project.

Call Center Management (16 years total)

In depth understanding of Call Center operating principles, metrics, methods and systems

- Strong facilitation, oral and written communication skills

- Demonstrated team supervising and teaching skills

- Ability to motivate and inspire a team

- Maintains composure in high stress environments and situations

- Ability to manage and build relationships at all levels of the business

- Strong knowledge of the customer care process, tools and techniques

- Demonstrated passion for Customer Service and the development of others

- Excellent PC skills (e.g., Internet, Excel, PowerPoint, Word, Adobe etc.)

Inbound/Outbound call center management and telephone answering service experience

Experience with scheduling for 24/7/365 operation

Excellent communication, presentation, and administrative skills with exceptional interpersonal skills

Demonstrated ability to lead the activities of 40+ employees operating across a variety of shifts, and strong team

orientation

Management skills necessary to effectuate change and fuel the implementation of strategic planning over cross -functional

areas

Experience using a Predictive Dialer

Experience in Market Research

Provided training & development for direct reports

Operations:

Manage costs and company related expenses

Interface with all departments company wide

Help maintain excellence and high call center standards

Manage cost center budget

Conduct performance reviews for direct reports

Maintain corporate customer satisfaction program

Manage our monitoring and quality programs

Maintain payroll and employee tracking systems

4 years as Proof Machine Operator at a downtown Bank ( ‘76 – ‘79)

10 years working for the City of Highland Park after school program - Supervised all after school youth activities (’73-‘78)

Eastern Michigan University, Ypsilanti, MI 48197

Bachelor in Social Science

Minor in Office Technology / Special Education, 60 Hours Completed

Highland Park Community College

Associate Degree in Liberal Arts (Concentration Health Education)

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