Customer Service Manager

Elizabeth Nunez

**** ****** **., *******, ** ****6

325-***-****(C) ** 325-***-****(H)

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

EDUCATION

Hardin-Simmons University, Abilene, TX

Bachelor of Science in Social Work, December 2003

Coursework: Social Work

Cisco Jr. College, Abilene, TX

Associates (August 1998-May 2000)

Human Services Program

Abilene High School, Abilene, TX

Graduated in June 1975

WORK EXPERIENCE

Admin Asst. II, Goodwill Industries of Northwest Texas, Abilene, TX April 25, 2011 – July13, 2011

Record Purge Temporary Project for the Department of Texas Health and Human Services

• Responsible for records management which included the maintenance, storage, retrieval, retention and disposal of documents by name, case number and social security numbers for the Department of Texas Health and Human Services Offices of Abilene, Baird, Anson, Sweetwater, Coleman, Snyder and Colorado City to satisfy accreditation, state auditing and regulatory as required as followed: sorting files into boxes, inventorying by written pages, alphabetizing by names, scanning and bar-coding to storage facility.

• Act as interpreter from Spanish to English and English to Spanish to clients when State in taker is not available.

General Manager/Station Partner, KJTZ 106.9 FM, Abilene, TX Jun 2004 to Nov 2010

• Oversaw all major operations of the radio station, supervised seven to two employees; and assumed any administrative duties for KJTZ 106.9 FM.

• Oversaw all aspects of general office coordination.

• Open, sort and distribute incoming correspondence, including faxes and emails.

• Performed market research surveys amongst client base to seek feedback on sales techniques, follow-up methods and quality of after sales service.

• Contacted prospective clients to market/advertise business and organizations to generate revenue for them and also revenue for the radio station.

• Contact any Non-profit organization that provided services to the public to be on-air and familiarize with the services provided for the Abilene area.

• Develop programs that would make an impact on the station listeners in a multi-cultural arena.

• Arranged and coordinate meetings and events; and attended meetings, functions and promotional events in Abilene; and surrounding 22 counties.

• Responsible for planning and managing local and regional events, made sure that projects were carried out; and worked weekends and evening when needed to get the job done.

• Developed new events and held at varies venues across the Big Country and surrounding areas.

• Compose and distribute fliers and news releases to generate media activities.

• Develop proposals; implemented fund-raising programs/events, marketing campaigns for new and existing clients; and oversaw all marketing, public relations, and media outreach for the radio station.

• Ensure all DJs/staff acted in accordance with the stations policies and FCC regulations.

• Plan, organize and review the work of assigned staff; ensure that deadlines were met; review technical quality of programs and made recommendations for improvements.

• Handle concerns, complaints, and suggestions for station staff to the general public in an expedient and professional manner.

• Collect and maintain inventory of office furniture equipment and supplies.

• Plan, prepare and administer the station budget, oversaw human resources functions, including payroll, daily deposits, accounting; maintenance and repair; order and purchase any equipment needed for the radio station, respond to and resolve broadcasting emergencies and equipment malfunctions.

• Respond to inquiries and requests for information regarding programming, announcements, policies, procedures and regulations.

• Monitor program content for compliance with Federal regulations and licensee standards; monitor broadcasts for quality, content and technical standards; develop and implement policies and procedures to insure station’s FCC guidelines and regulations were met.

Legal Aid Clerk, Dyess AFB Legal Office, Dyess AFB, TX Jun 2000 to Aug 2000

• Answer incoming calls for all related issues for the Legal office on an Air Force Base.

• Scheduled appointments for issuing Wills, Power of Attorneys and Notaries to active and retire military members; and draft any typed correspondence; contacted clients for follow-ups if needed by attorney.

• File Air Force Regulations and publications; and did any assigned clerical work that was needed within that office.

Child Development Clerk, Altus AFB Child Development Ctr., Altus, OK Apr 1990 to Nov 1992

• Enrolled and registered children in the Child Care and Preschool programs.

• Updated enrollment/immunization forms as needed.

• Received and confirm reservations by telephone or in person.

• Assigned children to rooms, ensure space was available for regular and hourly children.

• Distributed instructional and/or play material for the purpose of providing the children with necessary items and assisted the caregiver in the classroom if needed,

• Observed children’s behavior and monitored for signs of neglect or any suspected abuse for the purpose of ensuring child compliance to established regulations.

• Collected fees for all aspects of the child center; calculated and posted all changes to each customer’s accounts and balances.

• Prepared cash receipts with a daily invoice report.

• Order supplies for Center, Kitchen and Preschool.

• Computed staff/child ratios and advised director when additional staff was needed.

• Counted all money transaction at the end of the day and deposited in the overnight bank.

• Performed record keeping and clerical functions (e.g. maintaining logs and charts, copying attendance, etc) for the purpose of supporting the overall Center and/or providing any necessary records/instructional materials for caregivers and teachers.

• Open/closed the Center on the weekend; and supervised staff and children.

Secretary, 2187th/DO Operations Squadron, Aviano AB, Italy Jun 1986 to Jan 1990

• Provided secretarial support functions for 70 personnel in an Air Force Base branch overseas.

• Screened incoming telephone calls from overseas bases in different countries, USA; and referred them to the particular work center they need to talk to for military matters.

• Established and maintained suspense files for actions originated by the DO Officer of the Branch for each work center and schedule meetings, conferences and training for all staff.

• Directed incoming and outgoing mail to all seven work centers.

• Maintained control over DO reports/correspondence suspense’s for deadlines to be met on time.

• Type letters, staff visit reports, TDY orders, budget reports, history reports, and classified messages.

• Typed EPR performance reports, decorations, and awards for all military and civilian personnel within the DO branch.

• Posted all Air Force regulations and publications for the branch. Typed the Operating instructions for the DO Operations branch and the work centers.

• Typed all correspondence for the Group Security Manager, which consisted of security matters within the entire Group, and typed all classified material that needed to be done.

• Held a TOP SECRET clearance in order to type classified documents for the Security Manager for the Squadron and a job requirement.

• Maintained the file plans for the branch, work centers, and the Security Manager.

• Performed secretarial duties for the Group Commander’s secretary in numerous occasions in her absence.

OTHER EXPERIENCE

Social Work Intern (HSU), Texas Department of Family Services (Adult Protective Services) Abilene, TX Aug 2002 to May 2003

• Assisted in case management with the Lead Social Worker for the responsibility of investigation of abuse, neglect and exploitation of adults who were elderly or aiding with a mental retardation problem and/or another developmental disability.

• Maintain a semi-weekly contact visit in person with clients in making needs assessments and referral with any kind of social services; and entered the visit into their database as to the observation of the visit and any comments into the data entry forms on the computer program.

• Provided follow-up by telephone, set appointments with clients for on-going assistance with issues to promote their continued medical and social services follow-up.

• Took clients to doctor’s appointment, grocery store shopping when needed; any other related appointments.

• Worked with other social workers in other areas of Department of the Texas Department of Family and Protective Services; and did any other assigned work by the department.

Human Services Intern (CJC), AISD Woodson Head Star, Abilene, TX Jan 1999 to May 1999

• Assisted classroom Teacher in the general supervision of children’s activities in the classroom, lunchtime, naps and fieldtrips.

• Supervised the classroom when the Teacher was out of the room and outside playground activities.

• Help with the operations of audio/visual aid (projectors, etc).

• Read to the children during the reading hour activity.

• Attend all staff meetings and recommended training programs.

Human Services Intern (CJC), Hendrick Hospice Care, Abilene, TX Aug 1998 to Dec 1998

• Filed billing information for clients in accordance with the Hospital’s filing system and any other correspondence.

• Compose information booklets for inpatient and outpatient clients and their families of Hospice Care program.

• Assisted with monthly meetings for the support group of the client’s families in Hospice Care.

SKILLS

• Supervisory skills including: hiring, termination, scheduling, training, payroll and other administrative tasks.

• 6 years of customer service.

• Ability to operate stand alone office equipment including, but not limited to computers, telephone systems, calculators and etc.

• Well organize and flexibility to work around tight deadlines.

• Knowledge of the principles of social work, with skills in child development, sociology, psychology, social problems and other related courses; and self-help skills, gained by working at in several social services internships.

• Ability to work well within a team, handle multi tasks and identify and swiftly solve problems.

• Experience working with diverse populations.

• Have love and keen interest in people’s care and well-being.

• Mature, responsible and clear ability to keep sensitive information confidential.

• Ability to undertake preventative and supportive work with individuals and families living in the community.

• Ability to carry out risk assessments and undertake work with vulnerable adults under the procedures for an agency.

• Ability to keep up-to-date records of visits made, reports on files, completing appropriate referral and assessment forms and reviews of current cases.

• Ability to organize, direct and implement a comprehensive radio broadcast operation and customer service, sales and marketing.

• Ability to assign, review the work of assigned production, technical staff and supervise them.

• Able to establish a team spirited environment through a positive and proactive leadership style.

• Have the ability to present proposals to businesses for advertising in the Hispanic Market.

• Ability to do fund-raising and event planning.

• Apply innovative marketing and advertising strategies to increase customer acquisitions, penetrations and revenue.

• Have written and/or prepared numerous in-house documents, including contracts, proposals marketing plans, advertisement, press releases, and executive correspondence.

• Filing, inventorying records by state regulations.

• Bilingual: English and Spanish.

• Computer Proficient: Microsoft Office Applications, Excel (some experience with QuickBooks), Power Point, Internet Tools, 10 key and office equipment, some spreadsheet, filing, invoice billing.

References Upon Request

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