Customer Service Manager
Resume:
Marni Y. Long
Executive Summary
Motivated, personable business professional with BBA degree and a successful 9 1/2-year track record of profitable small business leadership and twelve years of office management experience. Seeking a management position but would welcome the opportunity to branch out into advertising or marketing.
Professional Highlights
CUSTOMER SERVICE/PROBLEM SOLVING
Oversee front-office operations and provide impeccable customer service:
Built a clientele supported by 60% referral business.
Won over multiple exasperated customers with patience, listening and providing acceptable solutions to accommodate complex scheduling and conflicts.
Dozens subsequently became clients, and referred family members as well.
Increased client base by one-fourth resulting from problem solving.
DETAIL MASTERY & ORGANIZATION
Manage all aspects of day-to-day operations as Office Manger
Client scheduling for busy driving education company with approximately 100 appointments weekly.
Finances: accounts payable/receivable, invoicing, insurance billing, budgeting.
Supervision of a total of four location managers, four administrative assistants and five customer service representatives.
Compliance with all Texas Education Agency rules, codes and laws.
Thrive within busy environment requiring the ability to multitask and maintain organized computer & hard copy files.
Demonstrated ability to quickly learn organizational process, workflows, policies and procedures of various companies
PRODUCT DEVELOPMENT
Manage all aspects of creating and developing ideas to increase service/product line and company profitability.
Trained instructors to implement expanding service/product line at multiple locations.
Lead workshops to increase staff proficiency in areas of report writing and policy procedure adherence.
Recovered company loss of approximately $150K by expanding specific service/products at year end for multiple locations.
Create sales projections for new service/product line.
Skills
Customer Service
Client Relations
Strategic Planning
Quality Control
Accounting/Bookkeeping
Texas Notary Public
Organizational Management
Business Process Improvement
Project Leadership
Budget Planning & Cost Control
Policies & Procedures
Calendars /Scheduling
Records Management
Meeting & Event Planning
Policy & Procedures
Database Administration
Front Office Operations
Project Management
General Office Skills
Inventory Management
Staff Development & Training
Employment History
Product Development Manager
Safeway Driving Centers, Inc., Houston, Texas
February 2010 – May 2011
Office Manager
Safeway Driving Centers, Inc., Houston, Texas
January 2002 - February 2010
Office Manager
Capital Commercial Investments, Houston, Texas
June 2000 – June 2001
Office Manager
ACMI/Sugarloaf of Houston., Houston, Texas
June 1998–June 2000
Customer Service Representative
Nationwide Insurance, Houston, Texas
April 1997–June 1998
Bookkeeper/Administrative Assistant
West Houston Dance Sport Center, Steps In Time., Houston, Texas
September 1996–April 1997
Education
BBA
Belhaven University, Houston, Texas
April 2010
Cum Laude
Alpha Sigma Lambda
Contact this candidate