Customer Service Management

MICHELLE L. SHIH

***** ******* **** *****, ****, TX 77449 • 832-***-****

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

Operational Analysis/Strategic Planning/Client Services

BUSINESS DEVELOPMENT ~ COST CONTROL OPTIMIZATION ~ HUMAN CAPITAL DEVELOPMENT

Executive Summary: Results-driven Management and Training Professional eager to offer cross-functional leadership, management, and communications talents toward supporting an employer in achieving key performance objectives. Particularly astute at collaborating with internal and external organizations, ensuring the highest level of customer service and satisfaction as well as ensuring business solvency through strategic plans.

KEY TRANSFERABLE SKILL SETS

Strategic/Feasibility Plans • Leadership Principles • Customer Retention Focused • High Level Analyses

Process Development • Efficiency Strategies • Proactive Problem Solving • Cost Analysis / Control

Data Gathering and Analysis • Time Management Effectiveness • Market Penetration

Customer Service Programs • Competitive Intelligence Assessments

QUALIFICATIONS PROFILE

• Strong analytical background with the ability to work independently on multiple projects with specialized experience in project oversight, information management, efficiency practices, conflict management and effective communication techniques, strong negotiations skills, brand and product management, research and data analysis, strategic planning, organization development and change management.

• Possess strong organizational and analytical skills and highly adaptable in quickly changing business environments.

• Skilled at managing multiple projects and leading teams in cross-functional, concerted efforts.

• Knowledgeable in numerous facets of management with a focus on high yield results with as minimal risk as possible.

• Technology proficient in numerous platforms and software applications.

TRANSFERABLE COMPETENCIES

• Highly skilled at numerous operational functions, including: operational analysis, financial feasibility assessments, effective customer service methodologies, human capital and team development, as well as employee retention programs.

• Manage business facets including high level analyses related to departmental budgets and financial analyses.

• Demonstrate dynamic leadership qualities and strong communication skills in successfully steering planning meetings and delivering comprehensive strategies.

• Capable of in-depth research and data analysis with the purpose of improving customer edification and comprehension of different products and services.

• Proven ability to adapt strong process knowledge and technical skills to diverse organization needs.

PROFESSIONAL SUMMARY

Operations Manager

JES HOUSTON SALON 2007-2012

Director of Operations

HAIRCOLORXPERTS 2005-2007

Business Development Specialist / Education Manager & Trainer

WELLA CORPORATION 1993-2003

Primary Job Functions: Strategic Planning, Creation of Client Management Programs, Market Analysis, High Level Analyses, Feasibility and Viability Plans, Management of Complex Cross Functional Teams, Client Cultivation and Retention Programs, Both Short Term and Long Term Financial Planning and Management Initiatives for Business Solvency, Valuation and Competitive Intelligence Assessments, Project Management and Adherence, Human Capital Training Programs, Customer Needs Analyses.

ACADEMIC & SPECIALIZED TRAINING

• Coursework in Business Management, Marketing & Cosmetology

• Professional Development:

Aveda Business College 2011

Aveda Serious Business 2012

Bob Pike Creative Training Techniques

Bob Pike Creative Training Techniques II

Bob Pike Professional Presentations

Disney Management Program

Franklin Covey Time Management

Strategies

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