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Customer Service Manager

San Francisco, CA
April 24, 2016

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**** ******* **** *********, ******** 21239

Pacorini Metals, LLC US- Baltimore Maryland April 2013-current

Traffic Manager

•Manage the daily operations of the traffic department

•Interview, select, and train employees and assist with determining staffing needs for traffic

•Investigates customers' complaints and makes necessary adjustment

•Ensures that LME and FTZ regulations are being adhered to

•Coordinate with warehousing on logistical planning for customer

•Manage employee performance; training and development

•Implement and enforce company policies and procedures, writing SOP’s

•Manage team capacity and efficiencies to ensure that work in completed in a timely and effective manner

•Manage inventory input and outtakes of expected quantities

•Coordination with accounting for monthly billing completion by month-end

•Attendance at conferences and customer visits (travel)

•Oversee the coordination of warranting for LME material

•Ensures that each job matches with the related deal

•Manage inventory and ensure appropriate corrections are completed

•Procurement approval

•Member of the implementation team for the new Inventory management system

•Assist customers with ocean freight request

Waste Management-Delmarva- Columbia, Maryland April 2011-April 2013

Waste Management, Inc. is North America's leading provider of integrated environmental solutions

Sr. Executive Assistant/Office Manager

•Supported Vice President with daily management of the office

•Provided operating support to the Senior Staff Vice President

•Calendar Management

•Maintain strict confidentiality and trust

•Facility, procurement and vendor management

•Customer Service Support

•Project Management support with the addition and restructure of departments

•Assisted in marketing efforts, campaigns and company sales efforts

•Travel arrangements

•Meeting scheduling

•Managed monthly expense reimbursement processing for VP and Sr. Staff

•Supervised the daily functions of the office assistant

Premier Planning Group, LLC- Towson, Maryland August 2009 - April 2011

PPG is a comprehensive financial service is committed to helping you improve your long-term financial success.

Office Manager

•Managed and organized the calendar and itineraries for domestic and international travel

•Managed CRM database- Smart Office, Redtail and eMoney

•Customer Service-assist clients with paperwork, payments and policy inquiries

•Maintain strict confidentiality and trust

•Assisted in marketing and branding efforts

•Organized client appreciated events

•Compliance- Audit preparation, continuing education credits, appointments and licensing

•Use discretion in screening calls and welcomed visitors

•Facility and procurement

•Expense management

AXA Advisors, LLC, Columbia, Maryland Branch Januaryter 2003- August 2009

Broker-Dealer and Investment Advisor arm of the AXA Group, a global leader in financial protection and wealth management, with approximately $1.9 trillion in client assets under management.

Branch Operations Manager

•Manage day-to-day branch operations including facility, procurement and expense management

•Maintain strict confidentiality

•Customer Service inquires

•Provide operating support to EVP along with managing staff workflow, including supervision of reception, mailroom,

workstation support, and secretarial support including performance reviews and salary increases

•Employee benefits, leave, disability and retirement

•Assist professionals with licenses and appointments using LARS (Licensing and Registration Solutions) Web CRD, ePAL and First Advantage for background checks. Obtaining errors and omissions certificate from Calsurance's website

•Developed and implemented efficient enhancements to business processing procedures throughout the Branch

•Consult with in-house associates on activities, including where applicable, large case support, new business liaison and special support needs and developing and implementing referral and communication systems

•Administer company policies at the branch level

Meeting preparation-presentations, agendas and handouts

•Facilitate communications within the Branch/Division through email, postings and company phone blast

•Marketing- client appreciation events, COI events (centers of influence)

•Designed the Weekly Times; a weekly, 6+ page internal newsletter to provide associate with business development information


*Developed, and facilitate the annual staff training that strengthens product and procedures knowledge which motivates

the entire team to achieve our company and personal goals *2001 and 2003 Employee of the Year

Executive Assistant, Equitable Life Assurance, Baltimore Maryland June 1998 - January 2003

•Function as a gatekeeper and information resource on behalf of the Executive Vice President

•Maintain strict confidentiality

•Efficiently managed and organized the Branch Managers calendar and itineraries for extensive domestic travel. Ability to respond quickly to travel changes is required

•Responded to regularly occurring requests for information and used appropriate judgment on requests that may not have been

within scope of knowledge or authority

•Tracked incoming and outgoing mail, correspondence, and reports. Review and route as appropriate; draft responses where necessary and prepare expense reports and track reimbursements

•Process and monitored the disbursement warrants for payment of invoices related to office expenses

•Managed projects by organizing and expediting tasks, planning and coordinating presentations as well as disseminating

information accurately

Administrative Assistant - (Subsidiary of AXA) Summit Financial Group, Maryland January 1996- June 1998

•Managed and organized the calendar and itineraries for domestic and international travel

•Used discretion in screening calls and visitors

•Tracked incoming and outgoing correspondence and reports, mail was reviewed and route to appropriate receiver

•Maintain files and access filed material in a timely manner when requested

•Customer service-assisted clients with paperwork, payments and policy inquiries

•Coordinated educational training conferences and special client and branch events, as well as managed all

trade show opportunities

Bowie State University, Bachelor of Science, Business Administration

Microsoft Office, Salesforce, PeopleSoft, SharePoint, Freeway, Concur

*Notary * Hazmat Certification

Community Involvement: Active volunteer at The Greater Baltimore Medical Center and the Chimes

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