Customer Service Manager
Resume:
LAWANA COLLINS
P.O. Box **, Elizabethton, TN ****4 ● Cell: 423-***-****
OBJECTIVE
To work in a fast paced environment to demonstrate my time management, administrative-based skills and abilities, and to provide a positive and fun, yet independent working environment. I am looking to demonstrate excellent customer service skills to all customers, clients and fellow co-workers.
SKILLS & ABILITIES
Excellent customer service
6 Years of experience with Microsoft programs
Management experience
Making daily spreadsheet reports to submit to executives
Inform OPS Managers and Supervisors of daily hires
Phone Etiquette
Keeping a team on track to meet work goals
E-mail Etiquette
Demonstrate Leadership skills
Critical Thinker
Follow instructions carefully
Well organized and keep a clean workspace
Ability to work under high-stress and meet deadlines
EDUCATION
Walter State Police Academy, Greeneville, TN 2011-2012
Law Enforcement
Criminal Justice
Corrections
Criminology
East Tennessee State University, Johnson City, TN 1993-1995
Licensed Practical Nurse
Medical Terminology
First Aid
Anatomy
East Tennessee State University, Johnson City, TN 1987-1992
Special Education Teacher
Educational Psychology
Behavior Support
Communication Techniques
EXPERIENCE
Advanced Call Center Technologies, Johnson City, TN 01/2018-Present
Recruiting Director
Recruiting director for three sites: Two local in Johnson City, TN and one in Logan, UT
Oversee fourteen employees
Make sure all client’s class goals are met with new employee hires
Keep the recruiting plan up-to-date each month to ensure all goals are met per the client’s request
Make sure all employee’s activity, timeclock, overtime, and paperwork are within compliance
Work closely with site directors to ensure each location is hiring for the necessary classes and that all class goals are being met
Establish all contracts with employment agencies and job fairs
Make sure all background checks, I9’s, WOTC’s, and drug screens are filled out correctly by applicants and submitted in a timely manner
Take care of all recruiting efforts including job fairs, radio remotes, and referral contests
Advanced Call Center Technologies, Johnson City, TN 11/2017-01/2018
Office Manager
Site manager for two locations in Johnson City
Assisted the director with day-to-day tasks
Helped keep both locations on track for hiring to ensure goals were met
Advanced Call Center Technologies, Johnson City, TN 09/2014-11/2017
Recruiter
Attended all community Cab, Chamber of Commerce, and Veterans Administration meetings
Scheduled and managed job fairs with local radio stations
Screened applicants for correct department placement
Contacted new applicants to begin screening process for proper location (this included the consideration of an applicant’s work history, background checks, scheduling restrictions, as well as location of residency)
Advanced Call Center Technologies, Johnson City, TN 08/2013-09/2014
Front Desk Receptionist
Greeted applicants, visitors, and clients
Answered incoming phone calls
Screened applicants for potential employment
Completed the hiring process and necessary paperwork
Completed background checks, I9’s, and WOTC’s
Made badges for access to the buildings
Checked in new training classes
Carter County Detention Center, Elizabethton, TN 07/2011-08/2013
Corrections Officer
Commanded proper behavior and actions in both female and male inmates
Provided safe living and social environment within the blocks for each inmate
Transported inmates to and from funerals of loved ones while maintaining the safety of other citizens
Properly searched inmates before putting on necessary restraints for court hearings
Set up weekly visitation appointments with family members
Provided necessary care and respect for all inmates
Sycamore Shoals Hospital, Pediatrics Medical Group
Newborn Hearing Screener 01/2009-07/2011
Screened all newborns to identify possible hereditary hearing loss
Adhered to the Joint Commission screening guidelines and use of screening equipment
Properly documented results of screens in the legal medical record
Verified patient insurance and any name changes
Submitted billing every day to corporate office
Sycamore Shoals Hospital, Elizabethton, TN 01/2006-07/2011
Imaging Indexing Specialist, Medical Records/HIM
Located and reconciled all discharged and outpatient charts
VOLUNTEER WORK
Washington County Animal Shelter, Johnson City, TN
Volunteer to care for the animals kept at the shelter by feeding and walking them or playing with them outdoors
Assisted in the cleaning and sanitization of all cages/kennels
Carter County Animal Rescue, Elizabethton, TN
Volunteer to care for the animals kept at the shelter by feeding and walking them or playing with them outdoors
Assisted in the cleaning and sanitization of all cages/kennels
Multiple Shelters (Homeless, Rehab, Safe Havens) in Johnson City, TN and Elizabethton, TN
Gather and take clothing donations to women, men, and children in need
Participate in radio & food drives
Practice mock interviews with rehabilitation patients to help get them ready for job opportunities
REFERENCE
Brad Simpson Doug Mahan
Former Director of Recruiting Carter County Sherriff’s Department
Advance Call Center Technology 423-***-****
Brittany MetCalf Lisa Grindstaff
Recruiting Admin Advance Call Center Technology
Advance Call Center Technology 423-***-****
Douglas Compton
Compliance Officer
Advance Call Center Technology
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