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Customer Service Manager

Trenton, New Jersey, United States
April 21, 2017

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Objective: To utilize my skills and administrative knowledge support management and daily functions of a business and/or organization.


Administrative Assistant/Office Manager 2004 – present

Support Director of school in all areas of Pre- Kindergarten Administration including, but not limited to serving as Acting Director at all three locations as warranted

Successfully manage and provide customer service of incoming/outgoing phone exchanges and act on the Director’s behalf regarding parent/student inquiries and outside fiscal/contracted agencies.

Excellent written and oral communication skills - author, edit, and proofread all business and academic documents and correspondence.

Manage accounts receivable/payable

Develop and maintain Director’s, teachers’ and teacher assistants’ schedules

Liaison between Trenton Board of Education and Kids “R” First for registration, statistical reporting and attendance and educational programs

Research, contribute and develop both student and staff files to provide documentation and development of state mandates for the director to secure annual state license

Handles deadlines and periodic pressure points while maintaining good ability in self-directing

Motivated, courteous, outgoing, assertive team player with a good ability in self-directing.


Customer Service Associate 2004

Assisted buyers at checkout area.


Programs Operations Manager

TOEIC (The Use of English in Conversation) 2002-2003

Worked on Test of English in International Communication (TOEIC); used internal Data Bank and PageMaker® to generate test forms for clients in Japan and Korea

Managed Language Proficiency Interview (LPI) project to provide management access to candidates’ certification records by utilizing records database system;

Supported test development staff by entering items into the TOEIC TestXpress databank used to create tests.

THE CHAUNCEY GROUP INTERNATIONAL (Subsidiary of Educational Testing Service)

Program Operations Manager/Customer Service 2000-2002

Simultaneously managed program life cycle for Institute of Electronic and Electrical Engineers, Construction Specifications Institute and National Glass Association

Assisted in developing standardized computer tests using Word and Prometric test tool to develop tests for delivery at Prometric Testing sites

Developed and gathered center data to populate company-wide central database

Interacted with Business division clients to assess, problem solve, streamline and monitor workflow processes; generated reports to ensure time and budget goals were met

Setup and implemented procedures to generate press releases for president and senior administration staff to comment on technology trends and competitors’ news.

Defense Activity for Non-Traditional Educational Support (DANTES) 1999-2000

Program Operations Manager

Used educational database to measure reliability of DANTES tests in the collegiate environment; increased participation to supplement existing database

Conducted Educational Testing Service study to gauge test difficulty/guide revisions

Provided customer support to on-site military test center administrators

Nursing Council of Licensure Examinations (NCLEX) Statistical Associate 1998-1999

Produced weekly, bimonthly, monthly, quarterly, biannual and annual reports measuring test data reported to the National and State Boards for action and information

NCLEX Supervisor and Investigator 1994-1998

Managed customer service staff of 8 to 10 associates to ensure correct policy rules and regulations, and enhanced quality control when intervention was necessary.

Handled very difficult cases of NCLEX testing population, investigating and explaining NCLEX processes, policy and procedures and resolving sensitive issues

Reviewed testing camera footage to investigate candidate complaints and fraudulent testing. Handled all aspects independently to produce a detailed report to my directors.

Produced statistical programs and reviewed for errors in the testing field. Reconciled errors and reported to the Director


Tracked fiscal budget and reduced costs 5% after implementing analytical measuring methods; collected data and created reports that gauged performance to assure projects operated without errors

Contained project issues to a consistent level below 10% by collaborating with staff members to address root causes of project problems. Scrutinized program results by mapping-out scope of work from project inception through closure and “lessons learned”

Completed a time critical project with a 15% cushion after recasting procedures and incorporating staff member’s input in regards to their targets and related concerns

Developed problem solving skills by combining preventative and contingent action plans to address unanticipated challenges; applied practical measures to avoid problems and included backup action plans to control costs

Contained serious time and money issues using analytical skills to provide programs with a watchful, critical viewpoint by working closely with internal/external staff and clients

Enhanced client satisfaction and precluded many concerns by conducting meetings to affirm scope of work, identify all components and agree to final specifications

Provide critically valuable statistical performance summaries based on data collected and analyzed through various platforms; provided summary results by project

Evaluated testing efforts, monitored results, and reported overall project progress to managers; reports provided clients with continuous updates of testing processes and fiscal reporting

Identified, prepared and implemented procedures to guide staff plans and to aggressively assess issues to secure customer satisfaction and improve efficiency

Enhanced customer service by streamlining the program’s testing processes and various reporting using more efficient communication with clients


Rider University, Lawrenceville, NJ: 1985-1988 Bachelor’s Degree in History and Political Science

University of Wisconsin, Madison, Wisconsin: 1984-1985 Concentration in English and American History

The SAS Institute: Introduction to SAS

Mercer County Community College: Certified in Microsoft Excel 2013

Mercer County Community College: Certified in PowerPoint 2013

Mercer County Community College: Enrolled in Outlook 2013

Technical Background: Software: Google Mail and browser, Internet Explorer, Google Chrome

Operating Systems: Microsoft Word, Excel: 2008-2013, SAS, Web Design

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