Customer Service Human Resources

WENDY FIGURILLI

**** ***** ******, ******* *****, NY 14305 • Cell: 716-***-**** • ********@***.***

Professional Summary

Dynamic Customer Service Manager who leads diverse teams to achieve company goals.

Payroll Administrator with a clear understanding of complex procedures and payroll compliance labor laws and

regulations. Looking to bring a reputation for professionalism, integrity, resourcefulness, creativity and competence

to an industry-leading tech firm.

Human Resources Associate with comprehensive background in employee relations, recruiting, hiring and

orientation.

Skills

Exceptional Human Resource and interpersonal

relationship skills.

Outstanding Customer Service.

Strong Organizational and problem solving skills.

Meeting deadlines

Payroll experience

Multitasking

Work History

Operations Manager, 06/1990 to 09/2016

Tops Markets LLC – Buffalo NY

Served as company representative at job fairs to promote company objectives.

Led a comprehensive safety training for numerous staff members.

Resolved employment-related disputes through proactive communication.

Organized and led multifaceted staff orientation and training to promote collaboration.

Analyzed and modified compensation and benefits policies to establish competitive programs and ensure

compliance with legal requirements.

Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and

employee relations.

Handled understaffing, disputes, terminating employees and administering disciplinary procedures.

Investigated and resolved customer inquiries and complaints in an empathetic manner.

Cross-trained and backed up other customer service managers.

Met all customer call guidelines including service levels, handle time and productivity.

Solved unresolved customer issues.

Promptly responded to inquiries and requests from prospective customers.

Strong leader of customer support staff.

Facilitated inter-departmental communication to effectively provide customer support.

Scheduled staff shifts to cover peaks and lulls in customer inquiries.

Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Effective liaison between customers and internal departments.

Managed payroll for an organization of 200 personnel.

Oversaw the day-to-day processing of payroll for 200 employees, including review of timesheets and computing

pay in accordance with FLSA.

Education

High School Diploma: 1984

Niagara Falls High School - Niagara Falls NY

Coursework includes Seminars in Writing Skil, How to Manage Multiple projects, meet deadlines and achieve

objectives, How to make Presentations with confidence and Power, The Complete Manager.

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