Customer Service Manager

Tonja E. FullerBryant

***** ******** ***** *******, ** 94541

510-***-**** cell

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OBJECTIVE: I am looking for a position in a reputable organization where I can utilize my management skills, and apply my professional demeanor, and work independently as well as part of a team.

SKILLS& ATTRIBUTES:

Program management: developing, supervising, and evaluating staff. Strategic planning, operations, services. Initiating new programs. Close coordination with social workers, medical, and financial professionals, and other community agencies. Networking,

Administrative activities: Experienced with proprietary software for data entry and retrieval; update and maintain customer data; familiar with general office equipment including copiers, fax machines, and 10-key calculators computers; office organization, answering heavy volume phones, dispatch, Alpha typing speed about 35 WPM, 7000 numeric keystrokes per hour office organization, answering heavy volume phones, dispatch, computers, PCs, Windows 95/98, XP 2002/2003,MS Word, MS Excel, MS Access, MS PowerPoint, MS Publisher, Keyboarding, and Data Entry.

Retail: customer service, merchandising, sales, inventory control, bookkeeping, introduction account payables/receivables, cash handling/balancing, and collections telephone sales, assistant manager.

Public relations skills: workshop/seminar presentations, interpersonal communication. Mediation and conflict resolution.

EDUCATION, TRAININGS and LICENSE:

HEALD COLLEGE, Hayward, CA Associate in Applied Science Degree in Criminal Justice;

Awarded: October 05, 2004 Graduated with Honors on Dean’s list

HEALD COLLEGE, Hayward, CA Associate in Applied Science Degree in Computer Business Administration;

Awarded: October 09, 2003 Graduated with Honors on Dean’s list

SOUTH UNIVERSITY, Savannah, GA Bachelor of Science Degree in Criminal Juvenile Justice; Expected Graduation 2009

LICENSE: BSIS Guard Registration G 1704044 expires: 11/30/2018; Transportation Worker Identification Credential (TWIC) December 24, 2010- December 24, 2017; CPR, AED and Basic First Aid, June 13, 2015- June 18, 2017

CERTIFICATE of COMPLETION: Healthy Families and Medi-Cal Programs (CAA #00075579W) July 9th, 2009; Leadership Enrichments Series, June 2010; Conflict Resolution with Youth, June 3rd, 2011; Crisis Communication with Youth, June 3rd, 2011; Management Training Series, June 15th-June 22nd, 2011; Certified Enrollment Counselor for Covered California 12/17/2013-present.

Anderson and Anderson Psychological Services; (# 7145) Domestic Violence Facilitator (CDVF) July 07, 2016 and Anger Management Facilitator Certification (CAMF) May 27, 2012,

SHOP STEWARD for SEIU/USWW Local 1877: The duties of a shop steward are part of the balancing act between the wishes of management and the needs of organized labor. The steward's responsibilities, though, are to the union and the members of the collective bargaining unit. As the representative of a labor organization to both management and a member of the union’s local in the workplace, as shop steward I work as a facilitator and a mediator.

EXECUTIVE BOARD MEMBER: Allied Division; Stadium and Arena, North; November 17, 2016, I’m passionate about devoting time and talent to building a leadership team within my worksite. Our executive board sets the vision and program of our union and encourages us to exercise our leadership potential.

EXPERIENCE:

FIRST SECURITY SERVICES: Security Guard; San Jose, CA 06/23/2016- Present

Ensure the safety and security of the tenants, customers. Skilled in enforcing pertinent policies, rules and regulations; remaining alert and exercising sound judgment while under pressure, recognizing irregularities with regard to people and facilities, following and giving written and oral directions, effective working relationships with staff.

OVATIONS FOOD SERVICES: Concession Stand Manager; Oakland, CA 01/01/14-Present

Over ten years in food service operations, including preparation of creative, specialty food and personalized customer service, performed inventory control and maintained product freshness and presentation. Ensure high standards of customer satisfaction and services.

AEG/ OAKLAND COLISEUM: Security Guard; Oakland, CA 07/01/12-Present

Ensure the safety and security of the tenants, customers and facility of the Coliseum, Maintains crowd control during stage performances, monitor the flow of vehicular and pedestrian traffic in the Coliseum and take appropriate action to alleviate any congestion. Skilled in enforcing pertinent policies, rules and regulations; remaining alert and exercising sound judgment while under pressure, recognizing irregularities with regard to people and facilities, following and giving written and oral directions, effective working relationships with staff.

PROMOTED: CAPTAIN of Security 03/01/2014-Present. Responsible for over 200 employees, monitoring and evaluating behavior, Reports to the Security Manager and or Director of Safety; assists the manager, and director with various law enforcement and security functions; protects life and property of individuals; completes preliminary investigations of incidents; advises manager and director of significant incidents at assigned locations.

HEALTHY OAKLAND: Family Resource Center Coordinator/Enrollment Eligibility Specialists; Oakland, CA 11/01/08-07/01/16 Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries; Directs visitors by maintaining employee and department directories; giving instructions. Provides information by answering questions and requests .Sign clients up for our “No More Excuse Program” Maintains customer confidence and protects operations by keeping information confidential. Complete projects as assigned; following up on caseload. Provide historical reference by developing and utilizing filing and retrieval systems; recording meeting discussions. Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies for the Family Resource Center; placing and expediting orders for supplies; verifying receipt of supplies; Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. Contribute to team effort by accomplishing related results as needed. Also provide Facilitate and Counseling for Anger Management and Domestic Violence clients.

Work with our The Save A Life Wellness Center which celebrated on April 16, 2009 being designated as the "only" faith-based, African American state licensed community clinic in California.

PROMOTED: Case Manager Measure Y/ Oakland Unite City of Oakland; Oakland, CA 05/03/10-07/01/16

Provide intensive case management, mentoring and advocacy to youth and young adults involved in violence. Provide support to family and friends of youth and young adults; Provide client referrals to community service providers;

Maintain intensive follow-up contact with clients, family, friends and service providers through home visits, telephone contact and office visits; Document consistently and accurately in records all contacts with clients; Participate in violence prevention efforts with other providers as assigned; and Other responsibilities as assigned

S M G/OAKLAND COLISEUM: Special Service/Security Guard; Oakland, CA 07/22/07-07/01/12

Ensure the safety and security of the tenants, customers and facility of the Coliseum, Maintains crowd control during stage performances, monitor the flow of vehicular and pedestrian traffic in the Coliseum and take appropriate action to alleviate any congestion. Skilled in enforcing pertinent policies, rules and regulations; remaining alert and exercising sound judgment while under pressure, recognizing irregularities with regard to people and facilities, following and giving written and oral directions, effective working relationships with staff. I received employee incentive award for the month of September 2008.

ARAMARK INC/ OAKLAND COLISEUM: Concession Stand manager; Oakland, CA 03/15/04-12/31/13

More than ten years in food service operations, including preparation of creative, specialty food and personalized customer service, Performed inventory control and maintained product freshness and presentation. Ensure high standards of customer satisfaction and services.

NATIONAL ENTERTAINMENT SERVICES (NES): Security Guard; Roseville, CA 08/01/2008-12/01/11

Ensure the safety and security of the tenants, customers and facility. Maintains crowd control during stage performances, monitor the flow of vehicular and pedestrian traffic. Skilled in enforcing pertinent policies, rules and regulations ; remaining alert and exercising sound judgment while under pressure, recognizing irregularities with regard to people and facilities, following and giving written and oral directions, effective working relationships with staff

INTERNATIONAL COLLEGE of COSMETOLOGY: Office Administrator; Oakland, CA 07/28/06-01/26/07

Developing the NACCAS program so that the school came become accredited, managing case files and records, cash handling/balancing,, sales. Created a new catalog, and brochure, faxing, copying, filing, office management, community service, and networking, assist student in their practical work.

FOOTHILL HARDWARE: Customer Service/Lead Cashier; Oakland, CA 07/11/05-08/12/06

Receive and process all cash and credit card payments from customers. Maintain daily records of all transactions and inventory. Input special orders for customers. Suggest new products that increased sales by nearly 40%.

HEALD COLLEGE: Student; Hayward, CA 01/20/04-10/05/04

Went back to school to continue second AAS degree in Criminal Justices

HEALD COLLEGE: Learning Resource Center Associate (LRC); Hayward, CA 08/01/02- 10/09/03

Supervise, upgrade, and maintain 40 workstations, tutor students in academic studies (MS Office Suite, and Introduction to Software, Business Math, English, and Accounting Fundamentals). Work with students and other departments on a daily basis. Proctor Exams, and schedule LRC and classroom usage, Proctor Heald College GED program, work with confidential student and instructor data on a daily basis.

COLLECTION BUREAU OF AMERICA: Collector for Pacific Bell Team; Hayward, CA 02/12/01- 02/13/02

Committed to making the employer and the clients successful and happy by collecting as many past and present debts from debtors. Used creative and innovative collection techniques, updated all files, and made over 100 calls a day to homes and businesses.

BEST PRICE FASHIONS: Assistant Manager; Oakland, CA 06/10/00-03/30/01

Managed a retail clothing outlet, trained employees, deposits, cash handling/balancing, hiring, payroll, inventory control, floor displays

TRANS BOX SYSTEMS: Route Supervisor; San Leandro, CA 05/18/98-04/15/00

Supervise up to 45 people in account management and customer service. Courier Company, Mentor, routing routes, delivery/ pick-up, answering phones, dispatch.

EMERGENCY SHELTER: Housing and Financial Case Manager; Hayward, CA, 04/15/89-12/26/96

Housing Case Manager/Job Developer Program, created supportive housing, and financial programs for battered women, homeless women, and their children, provided counseling and transportation, managed program funds, and maintained program files and records, and job training; Assisted with 24-hour crisis hot line.

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