Customer Service Manager

207-***-****•************@*****.***

Ellen A. Stevens

*** ****** **., *****, ** 04988•207-***-****•*************@*****.***

Ellen A. Stevens

Professional Accomplishments

Operations Manager

Ability to train, evaluate, manage and lead large and successful team of employees.

Accustomed to working in a fast paced environment and successfully handling several

responsibilities simultaneously

Familiar with all aspects of daily business operation including Personnel, Human Resource

Issues, HIPPA and FERPA Compliance, Payroll, and numerous administrative functions.

Excellent demonstration and interpersonal skills

Great verbal and written communication skills

Supervised staff of 35 80 employees, performing duties such as interviewing/hiring and

scheduling

Created and successfully implemented new account implementation policy

Interacted with clients and utilized excellent organizational skills to understand their

requirements and needs, arrange implementation, upgrades/migrations, and quality for a

wide variety of clientele

Delegated suggestions and duties to other team members regarding opportunities for

improvement in work related tasks and processes

Responsible for almost 50% of company revenue, over 1.5 million yearly as well as most

increased revenue from existing clients

Creation of documentation and policy for new implementation processes

Served as a liaison between clients and staff to resolve client’s problems and implement

long and short term solutions

Handled client relationship management functions, which included promoting enduring

relationships with a diverse clientele

Scheduled weekly/monthly quality/account update meetings with clients

Ability to evaluate and restructure a failing department into a successful, organized team

with increased revenue – twice

Skilled with PC applications including Excel, Word, PowerPoint & Outlook

Training Coordinator/Trainer

Staff Training & Development & Quality Assurance

Developed and maintained a series of training manuals, which were used to evaluate the

continued employment of the agent.

Conducted several classroom style training sessions for specific account training

2 years teaching/training experience

C ustomer Service Representative

Skillfully diffuses tensions exercising a trained ability to identify, evaluate, and resolve

problems

Adaptability and flexibility for a fast paced, changing environment

Sound ability to learn fast and grasp information easily

Work closely with quality assurance to identify areas of concern and potential issues

Customer Service Representative

Office Manager

Manage the general office including answering incoming calls, responding to emails,

troubleshooting issues, creating help tickets

Manage accounts receivable/payable and reconcile accounts in Quick Books

Manage customer relations, including coordinating and scheduling network installations

Executive management support, ability to prioritize and multi task

Maintain electronic filing and record keeping systems

Medium to High Microsoft Office Skills Particularly Excel, Outlook & Word

Introduce new policies, rules and regulations and ensure they are followed

Scheduled client appointments and maintained busy calendar

E mployment History

2014 Present

Office Manager ADNIT, Inc., Waterville, ME

2013 2014

2007 2011

Accounting Associate Hamilton Marine, Searsport,

ME

Operations Manager

Xact TeleSolutions, Unity, ME

2006 2007

Department Manager Xact TeleSolutions, Unity, ME

2004 2006

Training Xact TeleSolutions, Unity, ME

Coordinator/Trainer

2000 2004

Customer Service Xact TeleSolutions, Unity, ME

Representative

1996 2000

Cashier/Cook/Guide

1992 1995

Stan’s Bait Shop & Guide

Assistant

Service, Palmyra, ME

1987 1991

Splicer/Sealer

Crowe Rope (AppleCo Inc.),

Appleton, ME

Cashier G & J Market, Unity, ME

Education

2011 Associates of Science – Accounting Ashworth College, Norcross, GA

1979 Diploma Mt. View High School, Thorndike, ME

References

References are available on request.

Contact this candidate