Assistant Manager Customer Service

Jacqueline Lynch

Leader/Team builder Tempe, AZ **282 ***.********@*****.*** 520-***-****

•Situational Leadership and Management skills with ability to lead by example

•Service delivery focused providing solutions to improve Customer Experience

•Transferable skills and job knowledge understanding Customer expectations and requirements.

• Continuous Improvement by involving all levels to review/create procedures and process workflows

•Effective Communication with individual Team Members to achieve Performance Metrics by increasing job knowledge and accuracy .

Authorized to work in the US for any employer

Work Experience

Customs Trade Coordinator

FedEx Trade Networks Transport & Brokerage - Phoenix, AZ

October 2022 to February 2023

Reviewing documents provided with International customer shipments in order to ensure required information for clearance is submitted to U.S. Customs for release and delivery Support Representative

isolved Benefit Services - Phoenix, AZ

September 2021 to August 2022

•Answering incoming requests for assistance via phone, chat and email

•Providing Customer Support navigating participants through the process of understanding options and tools available

•Case management providing resolution and follow up to any participant concerns and needs

•Communicating with leadership, Management and Training for guidance or support when needed for de-escalation and resolution

•Attending weekly team meetings and all required trainings in Microsoft Teams

Center Assistant Manager

FEDEX OFFICE & PRINT SERVICES CENTER - Wilmington, DE

January 2005 to September 2008

•Responsible for leading a 24/7 Office Services Center in the Metro Area of Philadelphia including:Delaware, South Eastern PA and South Jersey to achieve operational sales goals cost effectively.

•Selling Solutions from Direct Mail services to Document Creation of Marketing materials -Logos,

Signs, Banners,Letterhead/Stationery and Business cards, and also Creating Custom Tabs for Company

Presentations, and Training Binders to meet Customer required Delivery Times

•Increasing Sales by building Customer trust and satisfaction by performing the On Time -QualityProduction and Service Delivery by driver, FedEx Shipping or Customer pick up.

•Providing Situational Leadership, Ongoing Communication and Performance Management feedbackfor 15 full and part time on site associate team members and Technical Production Specialists as well as being Subject Matter Expert for any inquiries

•Scheduling labor needs for completion of all company required e-training, as well as cross training/Team Member Development and coverage for Monthly Center Meetings, District Manager meetings and increases in seasonal labor needs

•Monitoring and reviewing incoming applications to match skills to posted positions, leading Interviewsthen creating job offer letters as well as completing required documentation for EEOC, I-9's, W-4's and explanation of Benefits offered

•Improving flexibility to manage labor and accountability in managing waste or loss in handlingoperational issues such as Equipment Maintenance and Supplies and Equipment maximization

•Focusing on Safety, Quality and the On Time Production of all customer projects and Service requestsentering the center via front counter, e-commerce channels as well as Shared Orders to and from the local centers and CPC’s (Off Site Commercial Print Centers)

Education

Business Administration/ H R Management

American InterContinental University

February 2010 to May 2011

Delaware Technical Community College - Stanton, DE, US

September 1992 to March 1993

Hughesville Junior Senior High School - Hughesville, PA, US September 1975 to June 1982

Skills

•E-Commerce

•Assistant Manager Experience

•Process Improvement

•Strategic Planning

•Asset Management

•Time management

•Data entry

•Customer service

•Microsoft Office

•Microsoft Excel

•Document management

•English

•Internal Audits

•Payroll

•Sales

•Recruiting

•Training & development

•Interviewing

•Project Management

•Quality Assurance

•Performance Management

•Administrative Experience

•Operations Management

•Driving

•Conflict Management

•Packaging

•Merchandising

•Supervising experience

•Logistics

•Financial Report Writing

•Negotiation

•Management (8 years)

•Quality control

•Production management

•Employee Orientation

•Filing

•Analysis skills

•Customer support

•Supply chain

•Computer skills

•Live chat

•Microsoft Word

•Research

•Oracle

•Databases

•Call center

•Communication skills

•Microsoft Outlook

•Human Resources

•Technical Support

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