Customer Service Operations Manager

Jessica Green

**** ********** *** *********, ** *1054

(M) 703-***-****

**************@*****.***

Dynamic Customer Service, Support and Operations Manager

Over 12-year career in customer service, online support, marketing, and client relations with proven success through client and customer relationship management in highly competitive markets.

Proficient with web advertising technology and web publishing applications.

CAPABILITIES:

Exemplary Customer Service & Communication Skills

Self -Motivated, Highly Driven, and Professional

Experienced Manager

High Level of Ethics and Integrity

PROFICIENCIES:

Online Campaign Management & Implementation

Client Relationship Management with Key Client Retention

Team and Consensus Building

Event Planning and Management

Market Research & Analysis

Master of Complex Systems and Processes

EDUCATION:

Marymount University

Communication Studies 2001-2003

Northern Virgina Community College Communication Studies 2003-2005

Bishop Ireton High School

Graduated 2001

PROFESSIONAL EXPERIENCE

Private Client Falls Church, VA

Personal Assistant (2012-2022)

•Planned and coordinated all travel arrangements including air travel, ground transportation, and accommodations

•Planned business, personal and weekend events

•Maintained and managed activities, commitments, and deliveries

•Efficiently managed telephone calls, emails, events, and collected/ sorted mail

•Managed and scheduled complex calendar for business, non-profit, household and children

•Maintained purchases, returns, gifts, invitations, thank you cards, expenses

Gannett Healthcare Group Falls Church, VA

Executive Assistant to CEO (2010 – 2012)

•Direct Assistant to the CEO - handled all daily business, travel planning, expenses, phone calls, and schedule Directly Managed a team of 10 customer and client service representatives and supervisors

•Managed VA based office of 45+ employees and coordinated with other office locations nationally

•Coordinated and attended all senior level company meetings and events

•Handled human resource tasks for off-site HR Manager

Gannett Healthcare Group Falls Church, VA

Associate Director, Continuing Education and Online Support (2008 – 2010)

•Supervised all internal and external online and continuing education customer service and client requests

•Directly Managed a team of 10 customer and client service representatives and supervisors

•Assisted with event planning and marketing

•Developed and implemented revenue generating products in coordination with the Web Development team

Gannett Healthcare Group Falls Church, VA

Online Traffic and Support Manager (2006 – 2007)

•Supervised all online client relations and customer service for clients and internal sales team

•Managed all client campaigns of site-wide advertising

•Provided analysis, campaign performance reports and recommendations for clients to improve ROI

•Supported internal sales team and advertising agencies with proposal requests and client presentations

Gannett Healthcare Group Falls Church, VA

Web Content Manger (2004 – 2006)

•Proofed and updated website content and online advertisements

•Coordinated with web design and clients to ensure proper placement

•Supported the web development and design teams with large projects

•Managed the creation of a program to automatically and accurately place smaller advertisements site-wide

WTS International Arlington, VA

Personal Trainer/Fitness Specialist (2001 – 2005)

•Planned, directed and coordinated the operations of several member-only residential fitness and swim centers

•Managed staff of personal trainers, fitness center employees and lifeguards

•Planned and Managed fitness and swim classes, coordinated community wide

Professional Certificates:

•A.C.E. Certified Personal Trainer and Group Fitness Instructor

•Red Cross Certified Swim Instructor

•Red Cross Certified in CPR and First Aid

Professional and Personal References Available Upon Request

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