Customer Service Manager
Resume:
Mission Acquire a leadership position in Customer Service, Operations & Process Management.
Work Experience
June 2011 – Present Jcrew
Sales and Service Trainer
Train newly hired employee sales, service and computer use.
Coach employees using monitored calls
Discipline regarding attendance issues
August 2010 – May 2011 NCS Pearson
Field Research Coordinator
Recruit and manage test candidates from specific demographics.
Coordinate candidates with sites, examiners and control payments.
May 2005-April 2010 Health Professionals San Antonio, Texas
Operations Manager/Medical Equipment Director
Integrate all Improvements into the daily operation of Pharmacy.
Complete ownership of inventory control, reducing it to an “in-time” ordering system.
Transitioned all patient records to electronic process
Became Medicare Accredited 2009 after completing documentation and training.
June 2003-April 2005 Pitney Bowes, Washington DC
Customer Service Manager
Manage 2 Mail Centers and 12 Employees that sort and distribute a million pieces of mail a month for hospital.
Manage department post office permits, monthly budget reports for Washington Hospital.
Accomplished reducing costs by changing suppliers and resolved a 175K budget gap.
November 2000-February 2003 PHE, Inc Hillsborough, NC
Call Center Operations Manager/Mail Service Supervisor
Manage a Mail group that processed mail in orders.
Manage Trainers, Develop Training material
August 1998 – May 1999 SunTrust, Orlando, Florida
Training Manager
Trained Trainers for internal Trouble Shooting Center
Created, developed implemented, Training for internal Call Center
February 1981-February 1996 AT&T TX, NJ, FL
Quality & Process Manager
CSR, Supervised CSR, coached and trained CSRs.
Create, Train and Facilitate Quality Improvement Teams
Implement resolutions in national Call Centers.
Education
Trinity University Bachelors of Art San Antonio, Texas
• Major – English Literature
• Minor – Sociology
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