Customer Service Manager

Sandra P. Hilbert 610-***-****

*** ******* ****, *********, **. 19522 *******@***.***

Objective

To obtain and enjoy a rewarding career opportunity

Education

Stratford Career Institute – Criminal Justice Diploma (March 2010)

County Commissioners Assoc. of PA (CCAP) – Attended and earned certificates for several workshops

Reading Area Community College (Transcript Available)

Undergraduate: Consumer Lending (1993), Money and Banking (1994), Supervision (1997) Supervisory Training (1998), Law and Banking Principles (1998), Customer Service for Bank Personnel (1999)

Continuing Education: Analyzing Financial Statements, Tax Return Analysis, Listening Skills, Hiring the Best, Managing Employee Relations, Performance Management, Corrective Action (2005) Fundamentals of Small Business, Managing Time at Work (2004) Managing Change, Dealing Effectively with Co-Workers, Coaching for Success (2003) Intro to Relationship Selling, Ethical Issues for Bankers, Building and Retaining Customer Relationships, Presentation Skills, Sales Coaching, Successful Sales Campaigns, Writing Bank Correspondence, Meetings that Work, Rewards & Recognition, Event Based Selling (2001)

Earned the Advanced Supervision Certificate

Oley Valley High School, Oley, Pa.

Diploma

Certifications & Licenses

PA License to Carry Firearms- 1978 to Present

Pennsylvania Notary – My commission expires 11/14/2018

Professional Experience

Payroll and Human Resource Assistant

HCR Manor Care – Laureldale, Pa. (September 2015 – February 2016)

Experience:

Assist with Payroll duties

Call for references on potential new hires

Assemble new hire employee files

Created Safety Data Sheet Manuals for the facility

Updated all Emergency Response Manuals

Office Manager

All County Employment Services – (March 2014 – May 2015)

7/14/14 – 5/4/15 - Office Manager of All County Employment Services

Payroll, Unemployment Comp, Worker’s Comp.

Background Checks on PA Unified Justice System

Supervise 3 Recruiters

5/12/14 -5/29/14 - All County Employment Services Office

Data Entry of Applicants and Filing

3/5/14 – 4/14/14 - City of Reading – Temporary Assignment

Human Resources Assistant

Office Support IV – Administration/Human Resources

County of Berks – Jail System Leesport, Pa. (August 2007 – March 2014)

Experience:

Generate all HR Requisitions – Request to Fill, New Hire, Salary Increase, Transfer and Promotion

Process Teamster CBA Agreements

Provide FMLA/IFMLA paperwork to eligible employees

Process workers compensation claims and “alternate work duty” requests and maintain the electronic files for both. Produce monthly worker’s compensation report

Compile data and generate reports

Monthly overtime report for the Jail

Maintain Jail staff outline and position code spreadsheet

Generate and Post Union Job Bids

Notify supervisors annually of employee performance evaluations due

Process employee separations and perform exit interviews

Update Employee Data Base

Complete employee background checks – (J-Net, Sterling Info. Systems, E-Verify)

Track random drug screening paperwork & verify billing

Handle employee photo ID renewals & update Data Base

Monitor Annual driver license expirations for Teamster employees

Maintain employee personnel and medical files - Confidential

Enter all new applicants into database

Handle all aspects of the Correctional Officer Testing Process starting with application through New Hire

Enter “New Hire” information into Data Base

Adjust payroll entries in Time and Attendance

Perform inmate Notary Services as needed

Prepare information for Prison Board

Process and distribute payroll checks

Customer Service Administrator II (2000-2007)

Fleetwood Bank, Fleetwood, Pa. (1997 – 2007)

Experience:

Completed documentation for all new accounts

Entered client information into database

Worked with minimum supervision while maintaining a high degree of accuracy and precision

Assisted management with administrative tasks required to successfully complete projects

Researched and resolved inquiries

Demonstrated good judgment and confidentiality

Served as Administrator of E-funds web access for branch personnel

Prepared monthly sales reports and provided information as requested

Insured compliance with all operating policies and procedures as well as outside regulatory requirements

Head Teller II

Fleetwood Bank, Fleetwood, Pa. (1997-2000)

Experience:

Managed the teller department of the branch office

Performed monthly cash audits

Maintained and controlled vault cash

Worked in conjunction with the Office Manager to establish goals

Directly supervised assigned personnel and assisted in selection of new personnel

Reviewed employee performance annually

Assumed responsibility of the Office Manager when the manager is out of the office.

Prepared work schedules to expedite work flow

Assistant Branch Manager - Red Hill Office

Commercial Lending Administrative Assistant

National Penn Bank, Boyertown, Pa. (1992 – 1997)

Skills - MS Word, MS Excel, MS Publisher, Outlook Express, Internet

Some experience with MS ACCESS & AS400, Excellent written and oral

communication skills, Ability to work independently, Strong organizational skills,

Accuracy & detail oriented, Work effectively in a team environment

References – Available upon request or see attached reference sheet

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