Customer Service Manager

Lisa J. Brookens

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

Glen St. Mary FL 32040 Email:**************@*****.***

Cell:904-***-****

Career Overview:

Committed and motivated Administrative Assistant with exceptional customer-relation and decision-making skills. Strong work ethic, professional demeanor and great initiative.

Skills:

I am highly resourceful in hospital matters. I also have the ability to multi-task in an office environment.

I have experience in using various computer applications such as using spreadsheets, entering work orders, and typing up important documents in a time efficient and professional manner.

Energetic and organized: In my current position I have implemented new organization systems to help our office run more efficiently

Excellent communication skills: I have experience with face to face customer service, Communicating with co-workers over a 2 way radio and assisting customers, and co-workers on a multi-line switchboard.

Core Accomplishments

Responsible for training all new employees to ensure continued quality of customer service

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.

Policy Development

Developed and implemented employee manual outlining all proper business procedures and office policies.

Administration

Answered multiple phone lines, transferred calls to corresponding departments, filed work orders and dispatched security when needed.

Organization

Improved office organization by creating and implementing new systems for things such as record keeping and checking keys in and out.

Professional Experience:

Police Dispatcher

10/2012- present

Lake City Police Department

225 NW Main Blvd.

Lake City, Fl. 32055

In this position I was responsible for the incoming calls, radio communications, computer transmissions, and many clerical duties. I handled emergency calls for police as well as fire, dispatching support services such as wreckers for accidents or helicopters to support fire when needed. Multitasking was necessary on a daily bases.

One Call Coordinator 05/2004-08/2011

St. Vincent’s Medical Center Jacksonville FL

In this position I have several daily responsibilities including, Answering calls and assisting customers in submitting a work orders, dispatching security officers when needed, filling out incident reports, logging valuables into a safe, checking campus keys in and out and various other duties. While in this position I have created a policies and procedure manual for all one call coordinators to follow with a step by step process for each thing that is done per shift. I also created and implemented a new system for checking keys. I am also responsible for training all new one call employees. Being a one call coordinator is a job of multi-tasking, I am also responsible for checking vendors in and out of the facility monitoring fire alarm systems while watching a series of monitors attached to security cameras throughout the facility.

Console Operator 01/2003-05/2004

St. Vincent’s Medical Center Jacksonville FL

In this position, my main responsibility was answering a multi-line switchboard in a time efficient manner while ensuring excellent customer service and transferring calls to the appropriate department. In addition I was also responsible for giving directions to and throughout the hospital, and knowing what services we offered. As a console operator I also made announcements over the hospital intercom and used a computer paging system to alert team members during an emergency such as, code blue, code red or paging rapid response.

Photo Lab Manager/

Pharmacy Tech.

05/1999-06/2000

Eckerd Drugs

Lake City, Fl.

In this position I supervised 8 full time employees as well as held as position myself. I prepared a schedule, ordered supplies for the lab kept track of inventory and work part time as a pharmacy tech when they were short handed.

Customer Service Manager 02/1995-03/1999

Winn-Dixie Miami FL /Jacksonville FL

In this position I was responsible for overseeing all store employees to ensure excellent customer service. I also made all employee schedules counted cashier tills at the beginning and end of each shift and handled customer complaints. I was also in charge of training new employees.

Office Specialist 09/1988-04/1993

United Insurance Agency Miami FL

In this position, I was responsible for processing insurance applications. Figuring agency commission and calculating payroll for employees of 12 office locations. I also was responsible for creating employee schedules, Training new employees and calculating customer refunds.

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