Customer Service Manager

SU-ZANNE GALLAGHER

***** ********* *****, ** ******, CA 90638 562-***-**** **-*****@***.***

ORGANIZATIONAL MANAGER & ADMINISTRATIVE SPECIALIST

Enterprising, versatile Organizational Manager with 20+ years of experience mobilizing the highest levels of administrative support to advance business objectives. Exceptional operational dexterity combined with proven ability to drive process enhancements, establish cost-effective vendor relationships, design and produce brand-informed collateral, and successfully implement and oversee complex projects. Outstanding creative problem solver distinguished for demonstrated cross-functional communications abilities. Highly accomplished in effectively orchestrating and executing all administrative functions while creating opportunities to streamline efficiency and optimize productivity. Lauded for the type of operationally oriented management ingenuity that fuels sustained organizational performance.

AREAS OF EXPERTISE

Organizational Leadership ● Human Resources Processing and Implementation ● Process Enhancements ● Vendor Relations ● Event Planning ● Project Management ● Logistical Development ● Communications ●Customer Service ● General Compliance ● Contract Administration ● Vehicle Maintenance

PROFESSIONAL EXPERIENCE

BEHR, Santa Ana, CA

Seasonal Customer Service Representative – March 2016 – Present

Call center representative for wood department for Behr/Masco Coatings

Key Accomplishments:

Received several positive customer surveys that were shared with staff

TARGET, Huntington Beach, CA

Seasonal Stocker/Floater, Sept. 2015 – March 2016

Nightly truck offloading, store stocking and back stock room maintenance.

STARLITE CATERING, Encino, CA

Office Administrator, Dec, 2014 – Sept. 2015

Duties included light bookkeeping, answering phones, appointment setting and talent acquisition.

Key Accomplishments:

Reconciled and verified vendor invoices to match with products received and returned

Explored various employment outlets and then arranged and conducted multiple interviews for back and front of house, which resulted in better and more organized events.

Sourced different kosher vendors in the L.A. area that improved the variety and quality of the pastries and desserts offered.

Organized filing system which resulted in saving time over all.

HIGHBALL SIGNAL, INC., San Pedro, CA

Office Manager, Oct. 2013 – Sept. 2014

Responsible for day to day business operations including invoicing, H/R, A/P, A/R, bi-weekly payroll reporting, purchasing, contract management, insurance compliance for three states including general liability, auto and workman’s compensation, bid proposals and office logistics.

Key Accomplishments:

Found permanent location and orchestrated move from home-based company office to having a fully functional location in San Pedro. These headquarters gave us better access for our customers, and allowed the area necessary for an organized office and warehouse.

Submitted formal bids for governmental agencies with positive results.

Responsible for setting up and maintaining Dunn & Bradstreet credit.

Registered company for small business, 8(a) status, resulting in more opportunities for government bids.

Bookkeeping, time reporting, invoicing, billing, benefits administration, new hire processing and payroll.

OPTUM RX, Costa Mesa, CA

Help Desk Customer Service Advocate, April 2013 - Oct. 2013

Customer Service Advocate for Pharmacy Help Desk for Optum Rx, Costa Mesa, CA.

Key Accomplishments:

Received consistent “excellent” call ratings from quality control.

BALFOUR BEATTY RAIL, INC, Wilmington, CA

Office Manager, Aug. 2007 – Dec. 2012

Performed direct management of all administrative support mechanisms to bolster both track and signal department functions. Executed A/P and A/R functions, including filing W-9s and 1099s and managing contracts and collections on late invoices. Oversaw payroll for 20 to 30 employees each week, as well as expense reports for three managers bi-weekly and monthly. Scheduled all vehicle maintenance, including state BIT inspections for Class A vehicles. Maintained inventory records.

Key Accomplishments:

Orchestrated company conferences, meetings and trainings, effectively creating agendas and packets and coordinating travel arrangements, lodging, and logistics.

Collaborated with human resources personnel to process new hire, documentation, and termination paperwork to ensure compliance with company-wide SOPs and union contracts.

Developed a tracking system for vacation and time off for employees and for office-wide use.

Streamlined efficiency by adeptly creating a forms and filing system for maintainers.

Designed a brand-infused quote spreadsheet for current and potential customers.

Organized and improved the invoicing system for customers.

Initiated and developed relationships with vendors to cost-effectively source all signal project and office supplies.

ACS – Long Beach, Long Beach, CA

Administration Manger, Jun. 2003 – May 2007

Oversaw employee files, reports, P-card coding, payroll, journal entries, and general office ordering and maintenance for unit offices at Long Beach and Downey. Facilitated receptionist and front office duties.

Key Accomplishments:

Arranged and produced promotional collateral, adeptly creating letters, response cards, orientation materials and “thank you” letters to recruit volunteers for a Gala that achieved an impressive turnout of 100+ volunteers.

Designed, itemized, and organized a catalogue for the Long Beach Cancer League’s gala auction.

Mobilized volunteer meetings across two units for 200+ volunteers by overseeing all logistics.

Previous positions include Presentation Specialist for Catalina Marketing, Production Manager for Beach Patrol Swimwear, Inc., and Production Manager for Sunset Separates, Inc.

EDUCATION & TRAINING

Fashion Institute of Design & Manufacturing, Santa Ana, CA, Fashion Degree, 1986

Training: Microsoft Office, Quick Books, Coins TI, Macintosh OS, Windows, Adobe Photo Shop, Adobe Illustrator

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