Customer Service Management

Brenda Morales

***** ******* ***** **. ******, TX 77386

Cell: 630-***-**** **************@*****.***

Manager of Corporate Development and Human Resources

Versatile and hard working project management professional with extensive experience in direction of programs and

initiatives with demonstrated success in enhancing revenues and productivity while making quality improvements through

well managed and on time project deliveries.

Self motivated and results oriented with strong leadership plus staff management and development abilities through

training, coaching and performance management.

Strong interpersonal abilities to build a rapport with employees, clients and management; excellent communications and

creative problem resolution skills to ensure positive internal and external customer relations.

Excellent Project Management skills with ability to multi task and work efficiently independently or as a successful team

leader and motivator in fast paced environment while prioritizing responsibilities to meet deadlines.

Technical Proficiency: Microsoft Word, Excel, Outlook and PowerPoint; SAP, Access, Ace, Act, and QuickBooks.

AREAS OF EXPERTISE

Human Resource Management Client Relations & Negotiations Quality Assurance

Cost Reduction & Avoidance Team Leader / Motivator Multi Site Programs

Staff Training & Development Operations Management Time Management

PROFESSIONAL EXPERIENCE

Generators of Houston Jan 2010 to Jan

2015

Manager of Corporate Development and Human Resources

Payroll administration

Benefits administration & enrollment (Including 401K, Health, Dental, Vision & Life)

Workers Compensation administration

Handbook creation & implementation

Testing facilitation (Background Checks, Physicals, & Drug Tests)

Full Cycle Recruiting (All levels including management)

Exit Interview administration (All levels including management)

Management Development (Operation policies, Motivation, Harassment, & Safety)

Process Development( improving and enhancing efficiencies and productivity)

SOP Development(Standard Operating Procedures)

Client relations development (Vendors and Sub contractors contracts)

Increased Revenues by 30% with new practices and procedures; enhanced Customer Service with process improvements;

reduced Employee Turnover by 40%.

The Carlson Group Inc. 2007 to 2009

Program Manager

Direct client service with major customers like Nike, New Balance, Reef and North Face to ensure positive customer

relations. Direct contact to clients and liaison between internal departments and sub contractors and client.

Management and coordination with internal and external departments to ensure quality of production met standards.

Management and coordination with internal and external departments to ensure overseas and domestic

shipments are accurate and on time. Coordinated with China on production of some projects.

Inventory reporting and analysis; coordination of production and inventory at various facilities to ensure accuracy and

on time deliveries including travel to verify quality and quantity of shipments.

Introduced new programs with Nike and New Balance providing greater customer confidence and support; reduced client

inventories with rapid feedback after job completion; liaison for client installations to ensure customer satisfaction.

Advertising Resources Inc. 2005 to 2007

Manager of Project Coordination

Management of major client accounts including Kraft, Miller, Nabisco and Tootsie Roll including staff supervision.

Managed 15 Customer Service Agents.

Leadership of Continuous Process Improvement Team including creation of procedures for production and customer

service; led training and documentation for Customer Service with training of crew leaders and team on process and

procedures.

Customer Compliance Coordinator to track all quality defects and report to clients.

Rock Tenn Company 2003 to 2005

Project Coordinator

Client interface with major clients that included Nestle, Kimberly Clark, Proctor and Gamble and Commonwealth

Tobacco. Direct contact to clients and liaison between internal departments and sub contractors and client.

Responsible for quoting of fulfillment costs on warehousing and packaging; special billing for warehousing or work

done in production via MRP software; daily reporting on quality and goals achieved.

Environmental Safety Coordinator to monitor Team Quality and ensure compliance with production guidelines.

Coordination of installation of New Bosch Bagging Machinery working with Nestle, Maintenance and Bosch personnel to ensure

machinery met production efficiencies resulting in 10% increase in efficiencies and savings of $60K in three months;

Leadership for Commonwealth Customer Service Department for process improvements that increased order flow by 50%

saving company $115K per year.

OTHER PROFESSIONAL EXPERIENCE

1999 to 2002

Molex Fiber Optics – Manufacturing Supervisor

Motorola Inc. – Manufacturing Quality Coordinator (Project Manager); Outsourcing Expediter; Material Expediter;

1988 to 1998

Material Handler; Solder Pot Operator; Assembly Operator

EDUCATION

Motorola University 1993 to 1998

Project Management; Applying Continuous Improvement Tools; Seven Habits of Highly Effective People; Materials and

Capacity Requirements Planning; Managing Projects in Organizations; Team Building; Cost Reduction; Risk

Management; Planning and Scheduling; APICS Certification Program; Time Management; Hazardous Waste

Handling; ISO 9000; Environmental Compliance

Joliet Junior College 1999 to 2000

A.A.S. Marketing and Business

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