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Customer Service Manager

United States
January 04, 2020

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Charlotte, NC

LinkedIn Profile


A dedicated professional with 10+ years’ experience with customer service. Coordinates and maintain company policies adhering to local, state and federal regulations. Design, plan and implement training programs and procedures.


Attention to Detail

Project Planning

Improving Efficiency











Senior Payroll Analyst

Compass Group, USA Charlotte, NC/July 2018-Present

● Functional expert on Time and Attendance Solution, research and track labor compliance and publish results to senior management

Interface with customers to work towards a solution in areas identified as non-compliant

Respond and record issues identified as related to labor initiatives

Participate in testing for system updates, testing script, documentation, results, reporting, and issue resolution

Create process and procedures documentation for internal and external use

Perform root cause analysis in order to identify gaps in existing solutions and assist in developing new prevention solutions

Work audits to keep system data accurate

Mayor’s Youth Employment Program Manager

Housing & Neighborhood Services- City of Charlotte, Charlotte, NC/July 2012-March- 2018

Set hiring goals including timeframes and deliverables. Organized candidate data.

Collaborated with hiring managers and provide training as needed.

Form strong relationships with past applicants and passive candidates for future opportunities.

Coordinated recruiting experience; analyzed recruitment metrics; time to hire and source of hire.

Implemented screening and evaluation of qualified applicants.

Organized and tracked applicant pool in online system and resume database.

Ensured prompt and professional communication with candidates at all stages

(from the moment they apply until they are on board or turned down).

Ensured HR and Compliance practices were applied through the entire recruiting process.

Established assessment methods to test candidates on job-related skills (e.g. computer skills test, role-playing activities)

Organized HR events (job fairs, career days, in-house recruitment events)

Sourced candidates online and offline.

Site Coordinator

Communities In Schools, Charlotte, NC/July 2007-July 2012

Provided outreach strategies based on need to assist schools and communities

Screen and recruited qualified participant’s for program services

Facilitated an array of service training workshops to schools and communities. EDUCATION


Social Work

Minor Sociology

Appalachian University



Supported multiple managers with data and calendar management, scheduled meetings and events.

Coordinated multiple programs to engage private sector partnerships

Tracked program data for budgetary, performance, and process improvement purposes

Developed and implemented post-secondary education programs; responsible for reporting analytical data

Case Manager and Support Services

Saint Peters Homes at McCreesh Place, Charlotte, NC/July 2005-July 2012

Recruited outreach-call agencies, past referrals, invite, engage, extend interest, and establish rapport.

Clarified supportive housing case management role; created trust as an advocate, Screen/Orient-Inquiry from determination of basic eligibility for applicants.

Assessed and evaluated for selection-obtain documentation signature on authorization forms.

David’s Bridal

Customer Service Representative, Charlotte, NC/Jan 1999-Feb 2002

Greeted each guest and bridal parties with genuine enthusiasm and consistently honored all service and selling vows established for special occasion selling

Sold bridal parties, flower girls, and mothers of the bride/groom, prom customers, and other special occasion dresses by assisting with selection and providing fitting room assistance; personalized looks by suggesting complementary accessories, describing the features and benefits.

Educate customers on the available services that made David’s Bridal brand unique and appealing

Maintained David’s Bridal hourly sales productivity standard.

Learned David’s Bridal merchandise and build on product knowledge with new deliveries.

Red Lobster

Hostess/Waitress, Charlotte, NC/June 1997-May 1999

Provided excellent wait service to ensure customer satisfaction.

Took customer orders and delivered food and beverages.

Made menu recommendations, answered questions and shared additional information with restaurant patrons.


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