Customer Service Manager
Resume:
Heather L.Dover
**** ** **** **. ******, KS *****
*********@*****.***
AREAS OF EXPERTISE
• Contract and Vendor Management • Customer Service • Daily Deposits/Reconciliation
• Office Management • Scheduling • Written Correspondence
• General Office/ Recording of Minutes • Marketing/Sales • IT Support
EXECUTIVE PROFILE
Professional Attributes:
Coaching, mentoring and training.
Exceptional leadership, team building and interpersonal skills.
Ability to communicate effectively with Senior Leadership.
Change Agent - Ability to proactively manage and deliver solutions in fast paced, rapidly changing environment.
Ability to design and implement training packets.
Ability to handle sensitive and confidential material in a professional manner.
Flexible and versatile-Able to maintain a sense of humor under pressure.
Poised and competent with demonstrated ability to easily transcend cultural differences.
Thrive in challenging environments.
PROFESSIONAL EXPERIENCE
Kelly Services 2/11-6/11
Project Administrator for Collective Brands Inc.
Reporting to the Group Manager, training, mentoring and project governance
o Manage the facilities space for IT
o Implemented the process for adding and releasing of new resources in the IT department
o Distributed training documents for all Project Managers and all other IT employees and members of the business for large programs
o Manage Senior Leadership group calendars and meetings
o Plan and implement group activities and recognition.
o Record minutes in Board meetings and team meetings
o Manage conference room scheduling
o Order supplies for the IT department
o Work with the IT Helpdesk to resolve technical issues for team staff
o Manage reports, defect log and other various databases
Farmers Insurance-HelpPoint 11/09- 07/10
Customer Service Advocate
Assisted clients with filing insurance claims when they had a loss & followed through with the claim to the end
o Took calls from customers and loss report
o Assigned an adjuster
o Explained the process of the claim clearly and accurately
o Assisted with team building activities and weekly meetings & created various Power Point Presentations and other visual aids for learning
Farmers Insurance 06/08-11/09
Office Manager/Agent
Oversaw front-office operations and provided impeccable customer service.
o Developed and implemented strategic marketing plan for the agency
o Kept inventory of supplies and resolve basic technological issues with office equipment or PC’s
o Daily deposit and reconciliation
o Application of customer premiums
o Offered quotes and wrote new business for both personal lines and commercial insurance
o Assisted in yearly 1099 forms for the companies
Independent Agent Sales/Student 08/00-06/08
Self-employed
EDUCATION
Baker University –B.S. Business Management-in progress. Expected completion date 12/11
Contact this candidate