Customer Service Manager

Kelley Castro

**** ***** **** *****

Buena Park, CA 90620

Mobile: 510-***-****

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

SUMMARY OF QUALIFICATIONS

• A diplomatic approach to dealing with challenging situations and customers.

• Excellent customer service and communication skills.

• Enjoyment and desire to serve and assist others.

• Ability to work quickly and proactively within solutions-orientated teams.

• Ability to work effectively in an assured manner, working under pressure.

• Eight years of management, and training experience.

• Driven to learn and apply new ideas and skills.

• Recognized as a creative and practical problem solver.

• Enthusiastic, creative and willing to assume increased responsibility.

• Unique ability to adapt quickly to challenges and changing environments.

• Able to coordinate multiple projects and meet deadlines under pressure.

EXPERIENCE

Carmax 2011 - 2011

Business Office Associate

• Handling all customer questions and concerns via in person, phone and email.

• Reviewing, approving and delivering all DMV and legal documents to retail customers.

• Opening and closing Corporate office.

• Handling all currency transactions and account payable functions.

Manheim San Francisco Bay 2007 - 2010

Marketing Manager

• Responsible for operating locations marketing campaigns, advertising, sales and promotions.

• Proactively establish and maintain effective working team relationships with all support departments.

• Demonstrate technical marketing skills and company product knowledge at all times.

• Manage all aspects of print production, receipt and distribution.

• Develop an annual marketing plan in conjunction with the sales department.

• Manage the entire product line life cycle from strategic planning to tactical activities.

• Conduct all market research for current and future products and sales.

• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on delivery to customers, solve problems creatively and demonstrate high integrity at all times.

West Region Customer Service Center 2005 - 2007

Assistant Manager, Team

• Obtained new business while maintaining existing business by training and developing all employees.

• Responsible for all scheduling, training, support and development of employees within facility.

• Worked to continually maintain and develop motivation within the Customer Service Center team.

• Recommended measures to improve procedures, production methods and quality of service, and suggest changes to increase efficiency.

• Review schedules and customer requirements, determine the staffing levels needed to meet them, and assign personnel accordingly.

• Recruitment of all Customer Service Representatives.

Bay Cities Auto Auction 2002 - 2005

Assistant Marketing Manager

• Supervise and Delegate daily responsibilities of team.

• Responsible for overall marketing jobs and training.

Advertising and Promotions Coordinator

• Streamlined promotional activities and advertising.

• Organized and represented business affairs with top clients.

Graphic Artist

• Designed all posters, calendars, newsletters, market reports, broadcast faxes and emails.

• Completed Manheim’s Advertising and Promotions training program.

OTHER EXPERIENCE

Caregiver 2002-2010

• Acted as part-time care giver for various sick and disabled parties with long-term chronic illnesses such as Congestive heart failure, Kidney failure, Multiple Sclerosis, Hepatitis C, Cirrhosis etc.

Saint John’s Retirement Center 2002-2003

• Assisted patients with various types of encouragement.

Manheim’s Heart to Heart Program 2001

• Assisted Manheim Auctions in raising funds for Heart to Heart fund raiser.

EDUCATION

• Diploma received in 2003.

• Working towards Bachelors degree.

• Computer Skills Include I-Series, Microsoft Office, some programming and web design.

PERSONAL INTERESTS

• Healthcare – direct patient in home care from 2002 – 2010.

• Swimming / Kickboxing.

• Studies in various cultures.

Contact this candidate