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Customer Service Manager

Warren, MI, 48092
August 20, 2012

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Impeccable Leadership Skills

Technical Writing of SOP, guidelines and Publishing Procedures

Editor and Publisher of Standards within Engineering community @ General Motors

Strong reputation for excellent customer service

Available to work all shifts


Exemplary Customer Service

Friendly and Enthusiastic

Upbeat and Positive Personality

Rapid Order Processing

Exceptional ability to work under pressure


Title: FOH Manager, Lead Bartender, Head Waitress

Hall of Fame Billiards and Sports Bar, Warren, MI Dec, 2008 – Jun, 2012

Responsible for creating and maintaining schedule for nightshift group (approx. 15)

Monitor employee interaction with customers, and constantly create ways to improve service

Interact with customers, introduce myself, and make them feel comfortable while in our establishment

Jump in and lend helping hand always to ensure, fast, friendly, and prompt service

Title: Document and Process Expert (DPE), Editor and Publisher of Engineering Standards, Technical Analyst, Technical Writer, Group Leader (Supervisor)

Gonzalez Contract Services on assignment @ GM, Madison Heights, MI Sept, 1998 - Oct, 2008

Lead group of 15, in producing a distribution of standards by end of month deadline

Ensured entire team able to perform assigned duties and that work was distributed evenly

Liaison for Standards group and the Engineering community

Coordinating, authoring, formatting and publishing GM Engineering Standards in MS Word 2003 and 2007

Worked directly with the Engineers to review content and standards to finalize documents for publishing to meet distribution deadlines.

Responsible for working with Global Engineering to establish their processes and standards.

Lead Writer for SOP for North American Standard, Records and Documentation.

Lead Analyst for the processes and guidelines for the current software used for writing, editing and the publishing of the standards, records and documentation for North America and Worldwide

Worked with an outside supplier coordinating the distribution of standards

Maintained a consistent and regular attendance record

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