Customer Service Manager
Resume:
Rhiannon Baker
Black Canyon City, AZ 85324
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Objective
To position myself with a company that believes in the growth of the company, and its employees by developing strong leaders throughout the organization.
Qualifications
I have senior level management experience, with over 15 years of executive experience as well. Broad knowledge of sales, leadership, training, HR Management and employment operations. I have strong organizational and communication skills, quick to learn new concepts and adapt to change. Ability to work within tight time frames, while meeting service levels.
Experienced in analyzing day-to-day operations and recommending strategies and/or solutions to better service both the business and customer’s expectations; development and documentation of procedures in which to implement the solutions in an understandable format.
Work History
Job Title
Operations Director, May 2014 to Present
Auction Nation
Phoenix, AZ
Manage all aspects of a rapidly growing nationwide auction company, this includes, but is not limited to:
HR Management
Scheduling
Training/Development
Direct B2B Sales, strong focus on National Accounts, resulting in multi million dollar accounts
Logistics
Business Development, first in company to secure several national clients
Marketing/Advertising: use of social media, cold calling a variey of other media outlets
Payroll/Benefit Administration
Supervision of staff
Creation of Manuals/Best Practices
Asset Management, Commercial and Residential
Owner/HR Director, August 2007 to Present
BaZarr Painting and Wallpaper Removal
Phoenix, AZ/Milwaukee, WI
Manage all aspects of business ownership, including, but not limited to:
Hiring/Recruiting
Payroll Administration
Vendor Relations
OSHA/EEOC Compliance
Creation of Manuals/Best Practices
Supervision of Staff
High End Applications/Staging
Direct Customer Service and Home Sales
International Recruiter and Social Media Professional, January 2011 to July 2011 (Contract)
The Pet Firm
Phoenix, AZ
Recruitment for all domestic states as well as Canada and Puerto Rico.
Solely responsible for entire onboarding process including:
Background Checks
Drug Tests
Employee Orientation
Interviewing and Recruitment, using methods such as job fairs, social media and cold calling.
Regional HR Manager, June 2006 to March 2007
Lowe’s Home Improvement
Wauwatosa, WI
Accountable for 3 Locations and 360 Associates
Associate Relations
Benefits Administration
Training/Development
Legal Compliance
Hiring/Recruiting (Exempt/Non-Exempt)
Employee Orientation Process
Performance Management
Succession Planning
Payroll Administration
Unemployment
Worker's Compensation
OSHA/EEOC/DOT Compliance
Maintained a union free environment
Operations/HR Manager, September 2005 to June 2006
Babies R’ Us
Scottsdale, AZ
Supervised a Staff of 25
Responsible for overall Customer Service
Responsible for all Sales Training
Performed all general HR functions (Scheduling, Associate Relations, Ongoing Training/Development of Personnel, Payroll/Benefit Administration, Hiring/Recruiting)
Management of Profit/Loss as well as Loss Prevention for the store
Operations/HR Manager (Executive Internal Promortion), July 2003 to November 2004
Kohl’s Department Store
Glendale, AZ
Managed a Staff of up to 225 Associates
Managed High Sales Volumes/Credit Goals $32 million dollar annual sales
All General HR Functions (Payroll, Hiring, Recruiting, Performance Management, Training Development, Employee File Maintenance, Onboarding, Scheduling)
Visual Merchandising
Processed Payroll utilizing (Kronos/Workforce Central Payroll Software, PeopleSoft)
Workforce Manager-Credit/E-Commerce Department, July 2001 to July 2003
Kohl’s Department Store
Glendale, AZ
Manage high volume inbound/outbound calls, workforce management and scheduling utilizing (Blue Pumpkin Software).
IVR Maintenance/troubleshooting
Performed all HR functions (Hiring, Recruiting, Performance Management, Training/Development)
Conducted monthly meetings for management/associates.
Conducted/created extensive presentations to train new policies/procedures.
Forecasted call volumes/trends for Senior Executive Management.
Analyzed credit worthiness of customers to determine appropriate credit guidelines.
Assisted customers/associates with E-Commerce order placement/inquiries
Store Manager, July 1993 to February 2000
Lerner New York
Racine, WI
Customer Service
All HR Functions (Payroll Management, Training/Development, Performance Counseling, Employee Record Maintenance, Hiring/Recruiting, Scheduling)
Exceeded Sales/Credit Goals
Supervision of Personnel
Visual Merchandising
Assisted Multiple Stores in Training/Development
Loss Prevention
Education
Paradise Valley Community College – Business Management/Marketing/Spanish
Renewal Education – Real Estate Licensing
Western WI Tech – Business Management/Marketing/Spanish
ICS School of Fashion Merchandising
Additional Information
Skills –
Microsoft Excel Intermediate (15+ yrs), Microsoft Word Intermediate (15+ yrs), Microsoft Publisher Intermediate (15+ yrs), Microsoft Power Point Intermediate (15+ yrs), Lotus Intermediate (15+ yrs), Blue Pumpkin Advanced (3 yrs), Sabre Advanced (1 yr), Kronos Payroll Expert (10 yrs), ADP Expert (10 yrs), Peoplesoft Expert (10 yrs)
References
Tracie Benefiel
E-Commerce Operations and Marketing, Watts Premier
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