Paula A Brennan

**A Webster St Hudson, NH *****

adp3yv@r.postjobfree.com

Mobile 603-***-****

Profile: Customer Service Manager and Human Resource Manager combining client services, administration, and training in complex multitasking environments. Skilled relationship builder who is proactive and exhibits on time follow-through when working with internal and external customers. A committed contributor who is always looking for ways to improve processes, reduce time, and increase efficiency by taking initiative and employing a strong sense of personal accountability. Ability to quickly adapt to multiple and changing priorities while staying on task.

Summary of Qualifications

wWell-developed problem-solving skills: ability to use knowledge to systematically solve problems and offer best solutions.

wExcellent communication skills; exercise attentive listening to customer needs; connecting solutions to those needs and providing effective follow-through.

wOffers collaborative team support; approachable, supportive, and compassionate team member; skilled in using positive reinforcement to motivate performance and goal attainment; encourage responsibility and accountability.

wExpertise in prioritizing tasks; identifying when reprioritization and change of focus is necessary to address urgency.

wMS Word, Excel, Outlook, Windows, Multichannel Order Manager, Magento

Core Competencies

wManagement

wTime Management

wProcess Improvement

wTraining /Coaching/Guiding

wRelationship Building

wTeam Encouragement

wExceed Sales Performance

wProcedure Development

wConflict Resolution

Professional Experience

H2O Wear, Inc. Wilton, NH 2008 – Present

Customer Service/Human Resource Manager

Managed and support customer accounts. Serve as front line support assisting with difficult issues and problem analysis. Developed procedures for internal department. Proposed and performed internal training for departmental employees. Generated reports to evaluate and analyze current business concerns.

wRapidly identified and initiated the critical need for written and standardized policies and procedures. Resolved the problem by bringing awareness to management. Received approval to develop and create standard operating procedures and work instructions, which resulted in improved continuity of decision making; increased customer response times; and helped to achieve customer satisfaction.

wActively monitored and trained team members on daily work issues and best practices by providing constructive verbal and written feedback. Applied positive reinforcement and motivation techniques to increase team performance and quality of work.

wHighly trained in sales as well as trained others on how to upsell our products. Managed and supported order fulfillment, quotations, and customer returns.

wManaged and coordinated all personnel folders/issues. Hired as well as terminated personnel. Managed day to day Human Resource responsibilities.

GN Hello Direct, NH 1/2006 -8/2008

Contract Manager

Contract Manager accountable for supporting $15M to $45M in revenue orders. Managed and supported bid fulfillment working alongside with the Legal Department.

wStarted as a Business Development Executive in the sales department. Within 3 months developed and created a Bid/Contract Department.

wManaged contract administration operations overseeing negotiation of contracts for purchases and/or sales for the company’s four sales Teams.

wManaged the review of bids from other firms for conformity to company’s contract requirements to determine acceptable bids. Did all the negotiations of contracts with the customer and/or bidder.

wWon eighty percent of bids involved with, which turned into contracts and generated high revenue.

wResponsible for Research and Development of fact-finding related to both Government and Corporate accounts. Worked side by side with the Legal Department to ensure compliance with the company’s corporate polices.

Longhorn Steakhouse Restaurant, Nashua, NH 2003 - 2009

Waitress/Bartender/Certified Trainer

wCustomer satisfaction, product knowledge and cash management.

wSpecially trained to oversee store closing, next day preparations.

wIncrease store sales and personal income by cultivating repeat business and customer loyalty.

wFacilitated training on data entry system and procedures for new hires; reviewed work for accuracy and completeness, which resulted in increased product and systems knowledge for team members.

Education

Franklin Pierce University, Nashua, NH

Associates of Science, Business Administration, GPA: 3.67

Always continuing education via Webinars, Certifications in Human Resources as well as Customer Service

1990

Professional Development

How to Handle Conflict and Confrontation

National Seminars Training Andover, MA

Train-the-Trainer-Program Certification

American Society for Training & Development Salem, MA

Skills for Supervisors and Managers

National Seminars Training Manchester, NH

2014

2013

2013

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