Customer Service Manager

RENEE M. CORPUZ

***** **** ****., ***. ****, Redington Shores, FL 33708

Home ***/***-**** **** ***/365-9073

Email *********@***.***

CAREER HIGHLIGHTS

- Over 15 years of customer service, sales experience, and order taking to include six years in management positions

- Multiple internal job promotions in operations and human resources based on solid performance, attention to detail, and an ability to quickly learn new systems and processes in a large, fast-paced environment

- A bachelor’s degree in management and organizational leadership with a focus on project management

- Proficient with Microsoft Office and Project: Word, Excel, PowerPoint, Access, and Outlook

WORK HISTORY

2008 – Present Self-Employed – Redington Shores, FL

eBay Sales – Created a part-time business to supplement my income while I acquired my bachelor’s degree.

Obtain and sell merchandise; resolve customer inquiries and disputes; and continue to maintain a 100% satisfaction rate for four years

Maintain accurate records for state and federal taxes

Shown a profit each year (Microsoft Office: Excel & Word, eBay, & Auctiva)

1998 – 2008 Sears Holdings Corporation / Sears Customer Care Network – San Antonio, TX

Human Resources Representative II (2006 – 2008) – Processed payroll for 800-1000 hourly employees accurately and in accordance with the hourly compensation program and guidelines.

Addressed customer needs urgently and accurately, which resulted in a 10% increase in retention.

Created training sessions and presentations regarding HR topics for associates and management

Contributed to the department exceeding the goal of 98% in regards to Work Opportunity Tax Credits, I-9s, background checks, employee file maintenance, and TPC processing.

Conducted the initial interview for salaried positions based on successful selection of candidates. (Microsoft Word, Excel, Powerpoint, Access, Kronos, TKC, & Peoplesoft)

Hiring & Development Manager (2004 – 2006) – Conducted over 1000 final interviews for hourly positions, coached New Hires on performance, and mentored managers on HR functions and leadership skills.

Careful selection of New Hires resulted in a 10% increase in retention. Coached New Hires during transition, which lowed talk-time an average of 50 seconds per call.

Coached managers and training managers, which reduced talk-time by 100 seconds.

Created and maintained reports detailing attrition and performance for the first 90-days of New Hire employment used for management coaching.

Worked with the Recruiting Manager on a Situational Analysis using analytical skills and key metrics (KPIs) to identify ways to cut costs, recruit applicants, and retain New Hires. (MS Office)

Sales and Service Team Manager/Supervisor (2000 – 2004) – Managed a team of 20 - 25 blended associates (Credit & TeleService).

Performance was ranked consistently in management’s “Top 5” out of 40+ managers based on team’s sales, service, quality, and talk-time.

Promoted excellent customer service through development and performance management of team members and managers by training, monitoring, coaching, and providing feedback.

Point of Contact regarding service/credit issues for operation and training managers.

Mentoring and recognition assisted in the promotion of at least 10 of my employees

Represented San Antonio as a Marketing and Quality Champion, and evaluated the performance of other lines of business. (Six Sigma, TQM) (MS Office, Outlook, Lotus Notes, AON, PEGA, TSYS, NAPS, AIS, NPS, CCS, BVO, RTA, PRIMS, TKC, and Internet/Intranet)

Customer Service Representative (Inbound/Outbound) (1998 – 2000) – Answered or made calls in a high-volume call center, often scheduling over 100 appointments per day for repair or home improvements – Ranked 9th in the center.

1995 – 1997 US Army – Presidio of Monterey, CA

Administration Specialist (Assistant to the Chief of Personnel Services) –

Maintained personnel files for civilians and soldiers, processed queries, performed clerical duties, and operated a computer terminal for information storage and retrieval.

Processed payroll timesheets (Top Security Clearance / Veteran Preference / Disability Compensation) (Microsoft Office)

EDUCATION

Bachelor of Applied Science: Management and Organizational Leadership – Project Management,

St. Petersburg College

- Magna Cum Laude (GPA for Bachelor Courses: 4.0 – Cumulative GPA: 3.836)

- Eligible to sit for PMI’s CAPM certification within six months

Cardiovascular Basic Studies Diploma, Central Florida Institute

Associate in Arts: Business Administration, Northwest Vista College

Associate in Arts with Honors: Foreign Language – Spanish, Monterey Peninsula College & Defense Language Institute

AWARDS RECEIVED

Academic Honors Award – Awarded for achieving academic excellence

Sears’ Great Ideas Award – Creativity and Leadership – Sharing Best Practices

Sears’ Leadership Award – Awarded for high level of teamwork and performance by peers

Honorable Discharge – Awarded for honest and faithful service in the U.S. Army

Army Achievement Medal – Awarded for achieving all tasks and responsibilities assigned while serving as an administration specialist

Army Good Conduct Medal – Awarded for exemplary conduct while serving in the Armed Forces

VOLUNTEER WORK

VFW Ladies Auxiliary – Current member and officer (Junior Vice President)

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