Customer Service Manager

Deborah Vick

***** **** **** **.

Houston, TX ***95, United States

Cellular 832-***-****

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

CAREER HIGHLIGHTS

Over 20 years' experience planning and directing administrative functions

to meet time-critical deadlines for both domestic and international

customers. Combines dynamic organizational and communication skills with

the ability to independently multitask, plan and direct demanding

administrative operations and complex schedules. Valued as a trusted

advisor, liaison and assistant.

SUMMARY OF QUALIFICATIONS

Recent college graduate -- Cum Laude.

Approximately 35 credit hours obtain from University School of Nursing.

Organize, efficient, and precise with strong communication and liaison

skills.

Skilled in planning and execution of special projects during time-critical

environments.

Decisive and direct, yet flexible in responding to constantly changing

assignments.

Enthusiastic, creative and willing to assume increased responsibility.

Skilled at solving customer relations problems.

Effectively able to communicate with customers, staff and management.

High initiative with strong self-management skills.

Competent using software including: Micros, Windows, Word, Excel, Outlook,

Access, PowerPoint, E-mail (Lotus Notes), and the Internet. Data

collection systems include Net Cashiering, Micros, Course Tracks, Back

Office, DEBRA, Provantis, ToxCollect, Datatox, DSAS, XMS, and Report

Repository and Archive System.

Effective management, technical, and supervisory skills.

Recognized for long hours, commitment to customers, attention to detail,

professionalism, and follow-up.

EMPLOYMENT SUMMARY

Sonic, Houston, TX

Co-Manager/Assistant Manager/1st Assistant Manager, July 2013 - Present

Easily establish rapport with people of all ages, cultures, and beliefs.

Developed effective internal controls and always operated within budget.

Earned a reputation as a valuable and cooperative coworker by: being fair,

honest, and willing to help others when needed; effectively resolving

conflicts at appropriate times; and assisting new managers and other staff

to become familiar with policy and operations. Responsible for profit

attainment, financial and operational planning, payroll and employee

performance. Well-developed management skills. Utilize all assets and

resources available, maximizing employee productivity and performance to

achieve corporate goals and objectives. Assisted General Manager with all

restaurant operations, including customer service, waitstaff and kitchen

supervision, ensuring food and beverage quality, opening / closing,

scheduling, and overall management. Directed facility maintenance, and

emphasized clean, fun, and hospitable dining facilities. Monitored food

cost budgets, menu specials, and cost controls. Assisted in marketing and

merchandising of restaurant services. Collaborated on the management of

daily operations within the organization.

Evelyn Rubenstein Jewish Community Center, West Houston, Houston, TX

Administrative Assistant, June 2009 - Present

Greeted customers, answered inquiries, provided information, and handled

various administrative activities.

Follett Higher Education Group, Houston, TX

Assistant Manager/Sales Associate, April 2009 - July 2013

Performed all aspects of customer support, including answering telephones,

coordinating special promotions, and providing details for products and

services. Resolved billing questions and disputes, initiated customer

calls, and performed data entry. Advised customers on the location,

selection, price, and use of goods available from the store, with the aim

of encouraging them to buy and to return to buy in the future. Investigated

and resolved complaints through grievance process. Displayed

professionalism and product knowledge, which contributed to an increase in

inquiry-to-order capture rate. Provided a high level of customer service

and client relations based on outstanding communication and interpersonal

skills. Trained both new and existing personnel in company customer

service protocol. Recognized for outstanding and timely follow-up on data

input. Successfully pacified hostile or antagonistic callers and negotiated

a mutually agreeable solution by patiently providing alternatives to

reconcile the customer's needs with the company's objectives. Cash

handling, balance drawer, petty cash, deposits, and place orders for

inventory.

LoneStar College Fairbanks Center, Houston, TX

P/T Spec III - Business Office, August 2012 - March 2013

Greeted customers, answered inquiries, provided information, and handled

various administrative activities. Cash handling, customer service,

balance drawer, and petty cash.

Pier I Imports, Inc., Cypress, TX

Sales Associate, August 2008 - December 2010

Performed customer service; enquiries; sales; cash sales; and merchandising

displays. Advised customers on the location, selection, price, and use of

goods available from the store, with the aim of encouraging them to buy and

to return to buy in the future. Provided a high level of customer service

and client relations based on outstanding communication and interpersonal

skills.

Next Century Inc., Newark, DE

Head of Quality Assurance, July 1999 - December 2008

Designed, developed and implemented successful GLP compliance systems in

both the US and China. Easily establish rapport with people of all ages,

cultures, and beliefs. Earned a reputation as a valuable and cooperative

coworker by: being fair, honest, and willing to help others when needed;

effectively resolving conflicts at appropriate times; and assisting new

managers and other staff to become familiar with policy and operations.

Developed solutions as part of quality management team. Helped prioritize

work schedules and delegated assignments. Designed custom spreadsheet

programs for internal use as well as for clients. Demonstrated effective

and consistent technical support. Assisted in establishing a successful

structure for a growing company. Converted manual systems to computerized

systems. Designed and piloted the first fully accredited AAALAC laboratory

in China. Ability to assess organizational needs and implement

administrative procedures. Detail-minded with a good eye for balance and

organization. Demonstrated skills in writing and presenting. Compiled

reports and records and reported findings to management. Evaluated

potential and active trouble spots involving staff, customers, and

companies. Developed and implemented monitoring methods and procedures

including project reports and staff conferences. Established quality

standards. Established goals and objectives, developed policies and

procedures, recruited and trained staff, and initiated and enhanced

systems.

E.I. DuPont de Nemours and Co., Inc. - Haskell Laboratory, Newark, DE

Study Director/ QA Auditor/ Senior Auditor/ Associate Scientist, October

1983 - June 2007

Designed, developed and implemented successful GLP programs for skin,

ocular, and oral toxicity studies and formulaion laboratory. Easily

establish rapport with people of all ages, cultures, and beliefs. Earned a

reputation as a valuable and cooperative coworker by: being fair, honest,

and willing to help others when needed; effectively resolving conflicts at

appropriate times; and assisting new managers and other staff to become

familiar with policy and operations. Developed solutions as part of quality

management team. Helped prioritize work schedules and delegated

assignments. Designed custom spreadsheet programs for internal use as well

as for clients. Converted manual systems to computerized systems. Designed

and implemented study protocol, safety programs, and standard operating

procedures. Detail-minded with a good eye for balance and organization.

Compiled reports and records. Excel at organizing, coordinating, and

managing projects. Established quality standards. Effective written and

verbal abilities. Acquired knowledge in industrial chemicals and

pharmaceutical products according to their toxicity and abundance. Compiled

and documented test findings and results. Calibrated and maintained

laboratory sample counting equipment and survey instrumentation. Collected

formulation samples. Assisted in production of formulations for use in

toxicity studies for various testing groups. Assisted in ELISA assays.

Developed and implemented new procedures to reflect changes in regulations

and plant conditions. Consulted with testing department, relaying

requirements necessary to complete full testing. Determined and prepared

necessary formulation calculations. Experienced with common laboratory

practices, equipment, and analysis techniques. Experienced with

environmental law and the repercussions of noncompliance. Maintained

inventory, restocked and reordered laboratory supplies. Trained new

technicians on standard operating procedures and responsibilities.

Supported all operations of the chemistry/instrumentation lab as one of a

team of administrative and support technicians. Established and

maintained research goals and timelines. Ensured effective follow-through

on all assigned tasks as well as strategic delegation of tasks to qualified

individuals. Directed proper study execution, which includes recruitment

and enrollment strategies, oversight of monitoring activities, study

conduct, compliance with regulatory standards, and completion of data

transfers. Prepared study-related documents and reports of trial progress.

Served as prime source of information and input into the design of

protocol. Monitored toxicity studies, served as a liaison between the

sponsor and sites.

EDUCATION

Texas Woman's University, Denton, TX

BGS, Business/Government, May 2013

Graduated Cum Laude. Member Omega Epsilon Omega and Phi Alpha Omega.

Dean's List multiple terms while working 32 hours weekly.

LoneStar College, Woodlands, TX

A.S., May 2012

Awarded Dean's List. Magma Cum Laude.

Delaware Technical and Community College, Stanton, DE

AAS, Bioscience, June 1983

A graduate of with a specialty in Bioscience.

University of Delaware, Newark, DE

Bachelor of Science, Environmental Soil Science

Completed 32 credits in chemistry and related courses.

University of Delaware, Newark, DE

Certificate, Legal Assistant, May 1994

Additional course work in criminal law, environmental law, introduction to

law for legal assistants, techniques of legal research, legal writing and

legal documents.

University of Texas School of Nursing, Houston, TX

B.A., RN

Completed approximately 32 hours of clinical studies.

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