Customer Service Manager
Resume:
Lori Vogel
St. Augustine, FL. **086
540-***-**** ● *******@*****.***
EDUCATION: December 2008 – University of Maryland University College
Graduate Certificate in Human Resources Management.
Frostburg State University, Frostburg, Maryland
Bachelor of Science in Mass Communications Management.
CORE Broad knowledge of human resources, employment law
COMPETENCIES: and employee relations. Excellent marketing and management skills. Extensive experience in full-cycle recruitment, remarkable problem solving and conflict resolution skills and superior customer service, communication and interpersonal skills. Proficient in Microsoft Office, PowerPoint, Excel, Employee Tracking Systems and HRIS.
EXPERIENCE: October 2013 – October 2016
Branch Manager – Manpower Staffing
Responsible for the effective management of permanent staff and profitable operation of the Winchester Branch. Implemented a consistent business development program to achieve 30 % sales growth. Oversaw full-cycle recruitment for over 500 associates, conducted business to business sales calls and business development. Responsible for developing and managing all core Human Resources functions including training, recruitment, HRIS, employee tracking system and employee relations.
July 2010 – October 2013
Customer Service Supervisor – Shentel/Sprint PCS
Managed Sprint Call Center, Business Support Team and PCS Warehouse with a staff of ten customer service representatives and three Business Support Representatives. Responsible for full-cycle recruitment process, conducting customer service training and monitoring customer service representatives. Managed inventory for 54 Sprint stores and managed employee sprint accounts. Created and managed employee phone policies and procedures and ensured compliance with all company policies for over 700 employees. I managed the Business Support department to ensure all businesses within our market were being serviced with the highest level of professionalism. Received Circle of Excellence award each year of eligibility.
August 2008 – May 2010
Human Resources Manager/Call Center Manager – LLE, Inc
Managed, trained and mentored 20 Customer Care Representatives and over 1300 remote interpreters in a 24x7 call center. Served as Affirmative Action Officer and corporate trainer regarding company policy and human resource issues for a staff of 51. Was responsible for the overall administration and evaluation of the human resources function including recruitment, hiring, retention, mediation and termination, as well as benefits administration. I ensured compliance with all state and federal employment laws and responded to all employee and management concerns.
November 2004 – October 2007
Media Buyer & Researcher – Power/Warner Communications
I created media and marketing plans for multiple companies, devised advertising schedules, negotiated rates and contracts and placed print, radio and television advertising. I managed multiple clients on all aspects of advertising and marketing. I created and implemented advertising campaigns, wrote press releases and directed the development of collateral materials as well as conducting market research.
February 2004 – June 2004
Special Events/ Marketing Manager – 1763 Inn
Booked, planned and coordinated special events, weddings, receptions, conferences and corporate events for Historic Inn.
September 2003 – April 2004
Call Center Manager – Bee, L.C.
Hired, trained and managed a staff of 12 for a national call center. Conducted customer service training and employee orientation.
May 1998 – December 2002
Account Executive/Advertising Manager –Loudoun Times-Mirror
Advertising sales and media planning for 18 Newspapers. Consistently exceeded sales goals by 20%.
March 1997 – April 1998
Theatre Manager – Apollo Civic Theatre
Managed a performing arts theatre in Martinsburg, WV. I booked and promoted concerts and events, negotiated contracts, produced shows and managed the box office. I conducted fundraising campaigns, coordinated volunteers and publicized all events.
April 1994 – March 1997
General Manager – Garrett County Weekender Newspaper
Managed the overall operations of a weekly newspaper including recruitment, interviewing, hiring and managing a staff of seven. Conducted new business development and managed multiple accounts. I designed ad campaigns and set sales goals.
September 1992 – February 1994
Marketing Manager – TV Cable of Waynesboro, PA
Managed the marketing department and conducted all in-house customer service and product knowledge training. I created marketing and public relations campaigns and organized events.
EXTRACURRICULAR ACTIVITIES:
Student Events Coordinator/Director of Spotlight
Frostburg State University Campus Activities Board
Booked and promoted major campus events, produced shows and negotiated contracts. Attended NACA twice.
INTERNSHIP: Cumberland Summer Theatre - Box Office Manager
Managed the house and box office during summer season.
MASTERS MGMT 625 – Organizational and Group Development
COURSES: HRMD 610 – Issues and Practices in Human Resources
HRMD 620 – Employee Relations
HRMD 650 – Organizational Development and Change
HRMD 630 – Recruitment and Selection
MGMT 610 - Managing in a Technological Society
HRMD 651 – Training and Development
HRMD 640 – Job Analysis, Assessment & Compensation
MEMBERSHIPS/ National Society for Human Resource Management 2007-2016
COMMUNITY Winchester Area Society for Human Resources Management,
INVOLVEMENT: Board of Directors, Diversity Chair 2014, 2015 & 2016
Rotary International, Winchester Rotary Member since 2014,
Chairman Silent Auction Committee and Apple Harvest Festival
Top of Virginia Regional Chamber of Commerce 2013-2016
United Way Community Impact Volunteer 2015 & 2016
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