Customer Service Manager

Christine Smith

*** ***** ****, ***.**, Encinitas, California 92024

P: 760-***-**** E: *******@*****.***

Human Resources

EDUCATION

MA in Organizational Management w/specialty in Human Resources November 2014

Bachelor of Arts, Communications June 2013

• Minor, Human Resource Management

Ashford University, Clinton, IA

PROFESSIONAL EXPERIENCE

Inbound Customer Service Associate

Tax Product Group (via TriStaff Temporary agency) Torrey Pines, CA January 2014-April 2014

• Provide tax information to people looking for their tax returns

• Handle sensitive information

• Work on the computer in the office programs

Inbound Customer Service Associate

Towers Watson (via KForce temporary agency) San Diego, CA September 2013-November 2013

• Engaged in customer service and providing pertinent information as to the needs they may have

• Managed multiple programs on the computer

• In house training in customer service

Customer Service Associate June 2012-November 2013

Total Woman Gym and Day Spa, Encinitas CA

• Diagnose client problems and counseled clients in their needs

• Manage multiple incoming telephone lines and route calls to the appropriate areas while

providing excellent customer service

• Responsible for managing the opening and closing of the gym for the safety of the building

Inbound Customer Service/Sales January 2012-June 2012

Great Call (via TriStaff Group) San Diego, CA

• Engaged in customer service and providing pertinent information as to the needs they may have

• Carried out the challenge in meeting and exceeding company sales quotas for the week

Customer Service Agent January 2011 - May 2011

Buffini and Company, Carlsbad, CA

• Processed data into the computers for the benefits of the councilors and their clients

• Handled office equipment for the use of engaging with the councilors and their work

• Participated in staff meeting and getting staff members excited about the coming month

Residential Account Manager July 2010-January 2011

Time Warner Cable, Carlsbad, CA

• Managed and handled/upgraded customer accounts for the benefit of the clients comfort

• Undertook conflicts and solved problems in making the customer happy

• Formalized/counseled residential clients to customize to their personal needs in their homes

Career Center Student Worker June 2008-July 2010

Mira Costa College, Oceanside, CA

• Performed tasks at the front desk in informing the students of activities to excel their

possibilities for their futures

• Guiding/motivating/answered questions to help student’s facilitate what was available to help

them in their schooling, CSO computer program and personal life

• Managed the booking of counseling appointments in outlook for the ease of the counseling staff

Front of House Supervisor/Manager on Duty January 2008-June 2008

Denny’s, Oceanside, CA

• Managed/communicated with all staff members on personal and business related situations as a

resulted retention of staff was high in the store

• Maintained the front of the house/refined the service given by having it run up front…as my

manager would say a well oiled machine

• Broke employees for brakes as required/followed all state and federal regulations

• Arranged scheduling for front of the house staff

• Engaged in working with the programs for the stores budget/finances

Senior Loan Officer/Real Estate Agent February 1997- January 2008

Independent Agent, Southern California

• Organized complicated home loans for home owners

• Diagnosed problems with contracts that may hold up the process in escrow

• Engaged in the process of finding the right home for families

Homeowners Association Manager August 2006-

December 2007

Various homeowners associations, San Clemente, CA

• Maintained an average of 255 units for six separate housing communities

• Delegated responsibilities to staff that worked in maintaining the property

• Formalized maintenance when needed on the buildings to keep them in good shape

• Handled in making all monthly reports for the meeting with residents on how the

property was doing and what monies had been spent that month

Verifications Loan Officer/Office Manager June 1999-August 2004

Trendwest, Southern California

• Empowered, motivated, trained staff and clients as how to use and sell the product

• Develop and execute organizational strategies to keep the sales floor fresh with new

ideas

• Expert in customer and staff relations by maintaining the moral of the store

• Undertook monthly and quarterly reports for the Director of the store

• Managed/trained sales staff one example is the development of a new presentation that

was eventually used throughout Southern California creating a 25% jump in sales

• Responsible for customer retention in making sure the client new how to use their

timeshare and get them on their first trip

• Staffing Specialist involved in the recruitment by being the second interviewer and

helping in making the final decisions

• Produced zero variance in implementing contracts for client

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