Customer Service Manager

Sheila M. Washington

**** ***** **. #3-408-***-****

Santa Clara, CA 95050 *************@*****.***

Focused professional with a strong work ethic looking for an opportunity to provide outstanding support. Extensive experience handling confidential files and information with high focus on accuracy, integrity and meeting deadlines. Exceptional record and data management skills. Punctual team player always going above and beyond.

Qualifying Skills

-Strong interpersonal and communication skills, motivated, quick learner, dedicated, enthusiastic, and will always succeed with challenges

-Utilized effective time management skills to meet tight deadlines while working under pressure

-Proficient knowledge of Microsoft Word, Excel (intermediate/advanced), Outlook, Quick Books and PowerPoint

-Complete knowledge of Alpha/Numeric filing, faxing, and multi line phone systems

- Supervised office use of the existing database

- Schedule and coordinate meetings, appointments and travel arrangements for managers or supervisors

-MediSoft, POS, Campus Vue and VA Knowledge

Employment History

Applied Materials: Human Resource Assistant November 2011-February 2012

Answered phones and responded to inquiries of employee’s

compensation and benefits administration;

Maintain new hire files and terminations

Improves manager and employee performance by identifying and clarifying problems; evaluating potential solutions; implementing selected solution; coaching and counseling managers and employees.

Prepares reports by collecting, analyzing, and summarizing data and trends.

Protects organization's value by keeping information confidential.

company employee communication

employee safety, welfare, wellness and health

Marinello Schools of Beauty: Registrar September 2009-October 2011

Institute for Business & Technology: Registrar June 2005- September 2009

Input schedule changes throughout the year

Evaluated cumulative folder and transcripts of incoming and transfer students

Input of personal and demographic data

Input and managed data from external sources

Prepared, maintained, and reviewed student data, files and records

Facilitated course registration

Assisted in policy development

Supervised office use of the existing database

Worked with the staff to resolve problems and streamlined processes

Assisted in pre-registration of students

Responsible for the maintenance and accuracy of all students records

Supervised archiving of records

Fulfilled other activities as required to best serve our students

School office and Supply ordering

Barton Protective Services@ Hewlett Packard: Receptionist Feb.2003 – June 2005

Answered and directed multi-line phone calls

Greeted and logged incoming executive clients in lobby registry

Created spreadsheets using Microsoft Excel for management presentations and company use

Created badges and processed I-9’s for new contractors and employees

24 Hour Fitness: Front Desk Lead Jan. 2000 – Nov. 2008

Checked the memberships of incoming guests

Handled customer inquiries, complaints and membership requests

Stocked the main supplies & daily cash handling

Answered and directed multi-line phone calls

Best Buy Incorporated: Operations Supervisor Sept. 2001 – Oct. 2002

Answered multi-line phones and handled at least 30 customer complaints daily with resolutions for each

Responsible for the deposit, safe count, and payroll for a store grossing $75,000 to $300,000 a day

Developed and revised the department business plans, customer service evaluations, and performance recaps daily and monthly

Tracked and maintained weekly and monthly labor budgets for all departments which saved money for the store while in turn creating new positions and more hours for employees

Performed manager on duty responsibilities daily which include store performance tracking, signature authorizations, and resolved management escalation issues

Supervised 12 customer service employees and 36 cashiers that occupied 11 check stands and customer service counter

American Airlines-based at San Jose Airport: Staff Assistant March 2001 – Sept. 2001

Sorted and distributed mail and payroll to over 550 pilots on a daily basis

Adjusted and revised 8 company handbooks totaling an average of 500 pages each

Prepared and submitted pilot bids for future flight routes and shifts on a monthly basis

Advance proficiency in Sabre, Decs & Reservation software

Xerox @ 3Com Corporation: Receptionist Nov. 2000 – March 2001

Greeted all visitors entering and exiting corporate lobby

Shipped and received all incoming and outgoing packages and faxes through company and vendor software

Answered multiple line phones and directed all customers and clients to their correct contact person

Cross-trained and worked in mailroom and all other lobbies

Education

2004- 2005 Boston Reed

-Medical Assistant

2003-2005 Sunnyvale-Cupertino Adult and Community

- Medical Terminology, Medical Billing, ICD-9 And Coding

1999-2000 Mission College

-General Education, Excel, Data Entry and Business Administration

1998-1999 DeAnza College

-Psychology courses, Business, Skill building, 10-key and Use of Internet

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