Customer Service Manager

SUMMARY

I take pride in providing warm and effective customer service to a diverse set of clientele. Responding to inquiries and providing advice on company policy is second nature. Adept at managing data; I am skilled at identifying problems and brainstorming creative solutions. I am seeking a challenging position where I can use my expanding knowledge of business policies, procedures and protocols to improve the performance of the organization and build my skill set.

EDUCATION:

NEW YORK UNIVERSITY, New York, NY

Bachelor of Arts in Organizational Behavior and Communications

G.P.A. 3.578, Total Credits: 109

SKILLS:

MS Office, Raiser’s Edge, Outlook, Peachtree, Lotus Notes, E-Verify and other HRIS

Customer Service, Training, Collections, Liaising, Maintaining Confidentiality, Writing, Editing

Meeting Minutes, Mail Merge, Scheduling, Travel Arrangements, Expense Reports, Typing 40 WPM

PROFESSIONAL EXPERIENCE

United Parcel Services via Randstad, Las Vegas, NV

Seasonal Customer Service Representative, October 2015 - Present

Receive inbound phone calls from customers and service their needs effectively and efficiently.

Quickly understand and analyze customer needs, listen and actively

Use computer software application to properly service customers accounts

State of Nevada – Division of Welfare and Supportive Services, Las Vegas, NV

Family Services Specialist I, January 2015 – September 2015

Determine eligibility for a variety of public assistance and health related programs

Update client records, answer inquiries and investigate client claims

Provided routine information and assistance in person, by phone and in writing

Junior Achievement of New York. New York, NY

Database Services Associate, January 2011 – November 2014

Entered programmatic and fundraising data using Raiser’s Edge

Managed the high school internship program

Trained staff and interns to use Raiser’s Edge

Answered calls and directed callers to the appropriate person

Processed accounts payable functions using Peachtree, route incoming donations and made bank deposits

Ordered supplies, processed packages and deliveries and facilitated maintenance and repair requests

American Red Cross in Greater New York, New York City, NY

Staff Operations Intern/Volunteer – People Resources Unit, September 2009 – June 2010

Processed employment verifications, new hire and termination documentation

Maintained data management systems; set up new employee files using HRIS, including SPIN

Supported on-boarding program by supervising the preparation of orientation material packets,

Produced ID badges and processed data for up to 125 new volunteers per month

Provided routine information and assistance;

Maintained time and attendance reports

Established and maintained liaison with counterpart offices to exchange information

Reviewed office procedures and recommended changes to improve the efficiency and effectiveness of office operations; provided assistance in using the automated management systems

Graham - Windham, Hastings on Hudson, NY

Program Associate, Vocational Advancement, May 2008 – May 2009

Under the direction of the Director of Youth Development coordinated the Vocational Advancement Program until a manager was hired.

Administered weekly payroll for over 100 program workers per month and managed participants.

Performed interviews with students; placing students in on-campus positions

Supervising and training student worker/assistants

Audited departmental forms and reports and maintained departmental files

Program Associate, Residential Services, July 2006 – May 2008

Attended and participated in biweekly meetings

Drafted and distributed minutes for meetings

Received visitors; answered, screened, referred, and returned telephone calls for my department

Ordered supplies and services

Acted as back-up for front desk Receptionist

Comunilife, Inc., Bronx, NY

Quality Improvement Program Assistant, April 2004 – July 2006

Managed data & records, produced reports, audited data collection forms and documents

Served as assistant facilitator for meetings

Trained employees to use data collection forms

Provided routine information and assistance via phone, memos, email and in person

Ordered supplies and services, maintained time and attendance reports

Reviewed office procedures and recommended changes to improve the efficiency and effectiveness of office operations

Received visitors and answered, screened, referred, and returned telephone calls

Prepared travel arrangements; maintained calendars; scheduled meetings and other activities

Distributed mail, prepared documents for expedited delivery

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