Customer Service Manager

K.

Kristen lefevor

*** ***** ******* ****#* Chicago, IL 60612

(M) 773-***-**** (E) **********@*****.***

Objective

To secure a Property Manager position within a stable and growing organization; that will allow my 15 years of customer service experience to flourish while making room for advancement within the organization.

Major accomplishments

-15 successful years of customer service experience; 10 years in a manager’s role.

-Increased revenue by 11%, while reducing cost by 8%.

-Increased customer satisfaction by 15% within 90 days of hire

-Reduced customer collections by 10% within 90 days of hire

-Increased team sales by 13% within 90 days of hire

-Decreased delinquency to 2% from an average of 17% within 60 days of takeover on 167 unit property.

-Increased Center NOI by 16% on a 208-seat call center; using results proven collection tactics.

Professional experience

Senior Admissions Advisor; DeVry University’s Keller Graduate School of Management ~ Addison, IL 2010 - Present

-Initiate contact to provide accurate information to a perspective student to make a knowledgeable decision on their educational needs through the qualitative interview process.

-Assist with training new employees; Schedule admissions exams;

-Successfully achieves maximum time effectiveness and productivity

-Effectively motivate team to exert the necessary effort to accomplish organizational goals

-Increase Keller Graduate School of Management’s student population by 7%

-Conduct overcoming concerns trainings for new advisors

-Managed student account information and transactions

-Evaluate transcripts for admissions and transfer credits

-Schedule admissions exams; Maintain students records

Associate Student Manager; American InterContinental University ~ Chicago, IL 2006 – 2010

-Assist Admissions Manager and Director of Admissions with stitch-ins and follow-ups in an effort to retain student population

-Strategized with management team to achieve and exceed team goals, starts, and graduation percentages

-Assisted with overachievement of team expected student population by 10% in November 2009

-Assisted students with finalization of enrollment process and drop/add period and made sure that students were acclimated to the Virtual Campus before classes started

-Accountable for student’s success from inquiry to graduation, which includes quarterly retention.

-Conducted new hire and development training

-Strong Ability to respond to students concerns and fears in retention efforts

-Exceeded start Expected Student Population (ESP) for 18 consecutive cycles; Overall retention rate of 89%

-Monitored and inspired a team of twenty-eight employees to achieve daily targets

Salon & Spa Manager; Salon Allure & Spa ~ Chicago, IL 2003 – 2006

-Responsible for preparing reports, production planning, inventory management and replenishment

-Managed payroll and non-payroll expenses; accounts payable/receivable

-Administered human resource functions, including recruitment and exemplary customer service training

-Loss prevention; Expense Management

-Surveyed target markets and executed related strategic plans, promotions, advertising, sales incentives programs

-Directed daily operations to achieve service profit and sales goals

EDUCATION

- Bachelor of Arts Degree; American Intercontinental November 2009

COMPUTER/INTERNET SKILLS

-Operating Systems & Software: Windows, MAC, MS Word, MS Excel, MS PowerPoint, MS Publisher

-Online Marketing: Craig’s List, Postlet’s, Call

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