Customer Service Manager

Migdalia Modesti **** South Sixth Street Allentown, PA 18103 484-***-****

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

Objective:

To apply my extensive Recruiting, LIfe Coaching and Customer Service, skills to a challenging

position in which I will grow professionally and be an asset to a reputable organization.

Summary Profile:

• More than 15 years in customer service, employment and training, and counseling positions.

• Fluent in English and Spanish

• Excellent computer skills with applied knowledge of various software, including

Microsoft Office

• Experienced in setting protocols and guidelines for quality service

• Outstanding communication skills, both written and verbal

• Experienced in Workers Compensation, Unemployment Claims and Payroll

• Accustomed to a fast-paced environment and multitasking

• Able to adjust to changing and challenging environments

Berks and Beyond Employment Services

Staffing Consultant- Pottstown, PA August 2014- February 2015

• Front Desk

• Recruiting

• Interviewing

• Entire On-boarding process

• Assessment testing

• Conducting Job Fairs

• Job Development

• Unemployment Processing

• Workers Compensation

• Reception- Multi-line

Express Employment- Easton, PA. May 2014 to July 2014

Recuiter/ Employment Professional

• Recruiting

• Customer Service

• Telephone Sales

• Entire On-boarding Process

• Job Fairs

• Fundraising

• Interviewing

• Drug Screening

• Background Screening and Intrepretation

• Orientations

Hobbie Personnel- Allentown, PA. May 2013 to September 2013

Staffing Coordinator

• Reception – multi-line

• Front desk greeter Interviewing and screening

• Background screening and interpreting

• Recruiting- Volume accounts, Clerical, Administrative and Healthcare

• Conducted orientations and pre-employment testing

• Administered drug testing

• Verified references

Debbie's Staffing- Allentown, PA Dec 2011 to Nov 2012

Office Manager

• Managed and supervised up to 80 employees - Office Staff and On-Site Supervisors and

Associates.

• Reconciled all financial accounts- Credit Card and Bank Accounts.

• In charge of ordering all supplies for Branch Office and On-Site location, including all

PPE/ Personal Protective Equipment for employees.

• Interpreted English to Spanish for client during Safety Meetings and coaching and

counselling sessions.

• Conducted orientations for prospective employees about OSHA and other safety

requirements.

• Represented Debbie's Staffing in Unemployment Compensation hearings throughout

Lehigh Valley.

• Handled all reporting of Worker Compensation, Accident and Damage Reports, for all

employees, office and on-site.

• Processed all Payroll through state of the art, time capturing system.

• Dealt with all aspects of managing and hiring employees, while adhearing to all

Pennsylvania Labor Laws.

• Reconciled any and all invoice discrepancies with client.

PPL Electric Utilities - Allentown, PA

Spec Temp Operator/ Call Center Nov 2010 to Sept 2011

• Handled 20 to 50 inbound calls (call center)

• Processed check by phone payments for new(security deposit) and existing customers.

• Set up payment agreements with customers to avoid interruption of service

• Referred customers to Government and non- profit agencies that may be able to help with

payments.

• Set up new accounts for applicants

• Closed existing accounts and explained final billing process

• Discussed bill details with customers so they better understood their charges

Private Industry Council of L.V., Inc. ~ Allentown, PA Jan 2005 to Nov 2010

Work Activities Specialist / Job Developer/ Case Manager (Employment, Advancement &

Retention Network – EARN)

• Instructed a Job Search Club for more than 40 clients

• Help Customers receiving Public Assistance re enter work force and become self sufficient

• Researched job leads via internet, community-based organizations, CareerLink Business and

Industry Relations Team, and local employers

• Assisted participants to evaluate their skills in relation to employers’ needs and current labor

market

• Developed relationships with local profit and non-profit organizations

• Scheduled/transported participants to local companies for job search and interviewing

opportunities

• Established work sites for Paid-Work and Community Service

• Periodically visited sites to maintain a good working relationship with local businesses and

answer any questions or concerns about the EARN program

Private Industry Council of L.V., Inc. ~ Allentown, PA Sep 2004 to Jan 2005

Assessment Specialist

• Created Assessment curriculum for SPOC program

• Coached and supervised classes of up to 60 students

• Role played with participants to practice for job interviews

• Coached participants on how to handle difficult situations at work

• TABE tested all clients to establish Reading and Math level

• Evaluated essays on what the clients expected from the program

• Administered a psychological questionnaire to establish any mental barriers

• Referred select clients for graduation and enrollment into further education or job search

Manpower Inc. ~ Quakertown, PA Jul 2000 to Sep 2004

Staffing Specialist

• Interviewed applicants

• Tested and evaluated employability skills for new applicants

• Developed professional and positive relationships with applicants as well as employers

• Generated new clientele via cold calls

• Coordinated and participated in job fairs

• Negotiated bill rates with new and existing clients

• Translated for non-English speaking employees

• Administered Worker’s Compensation protocol

• Processed payroll for all employees

• Conducted on-site visits to insure OSHA compliance

• Administered Drug testing for prospective employees

• Filed criminal background checks for prospective applicants

INFO-NXX ~ Bethlehem, PA Sep 1996 to Dec 1999

Quality Assurance Monitor/ Call Center

• Monitored and supervised a team of more than 80 Customer Service Representatives to

ensure quality service and accuracy of information in a Call Center environment

• Evaluated and counseled CSR’s on tone, problem solving and quality service

• Traveled to other call centers (west coast) to conduct training workshops for existing and

new employees

• Assisted in writing and implementing Quality Protocols Handbook for the company

• Assisted in testing and evaluating new employees at “In House” job fairs.

Professional Affiliations:

• Business and Industry Relations Team ~ Lehigh Valley CareerLink

• Local Humane Society- Volunteer Walk a hound- lose a pound

• FUR- Fostered and raised 5 ferile kittens-

• I have rescued and currently have 1 dog and 2 cats

Contact this candidate