Customer Service Manager

THOMAS S. EDWARDS

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

Germantown, MD 20874

Email: abjv26@r.postjobfree.com C: 240-***-****

EMPLOYMENT EXPERIENCE:

Washington Area Intergroup Association

February 2009 – Present– Office Administrator

June 2008 – February 2009 – Office Assistant

Managed day to day operations of the Washington, DC Alcoholics Anonymous Central Office. Coordinated and trained two staff employees and over 70 help desk volunteers. Consulted, planned and executed annual budget. Brought overall office expenses under budget by 30% over 6 years. Increased profit by 7.8%. Developed and wrote employee procedures and help desk manuals. Developed website, updated content and researched website statistics. Planned, coordinated, and directed computer-related activities in the organization to include determination of information technology goals and the design and implementation of computer systems to meet those goals. Built and maintained database software to securely store and organize financial information, charitable contributions, and sales. Evaluated suppliers, negotiated contracts, and reviewed product quality. Managed payroll, bill processing and accounts receivable. Recorded financial transactions, updated statements, and checked financial records for accuracy. Answered inquiries from members and the general public about Alcoholics Anonymous. Designed page layouts for monthly newsletter, brochures, and other desktop publishing items. Maintained good relations with building management and maintenance crew.

Ritz Camera

June 2007 – June 2008 – Store Manager July 2005 – August 2006 – Store Manager/District Manager in Training January 2005 – July 2005 – Sales Associate

Managed three different stores simultaneously. Oversaw and managed 16 staff members. Hired and trained new employees, implemented new company procedures, checked in inventory shipments, oversaw weekly, monthly and quarterly inventories, coached sales associates, ordered supplies, maintained functionality of the store, performed maintenance of all office machines and resolved all customer service issues. Increased the first store’s monthly volume by 30% and reduced loss 3.5% to 1.28%. Increased the second and third store’s monthly volume by 3%.

Dish Network September

2006 – June 2007 – Installation Technician

Installed satellite television systems, educated customers on system use, and trained new employees. Certified as an installation technician level 2.

The Performance Institute

October 2004 – November 2004 - Office Manager February 2004 – October 2004 - Senior Project Coordinator

December 2003 – February 2004 - Office Manager

Supervised the customer service staff, managed payroll, purchased equipment, services and supplies for the office. Handled all aspects of human resources including benefits for company employees. Coordinated and managed forty-five successful conferences and trainings. Made travel and hotel arrangements for staff and speaker talent. Designed and printed document books. Managed Banquet Event Orders for conferences and trainings. Maintained relationships with speaker, hotel staff, and vendors.

R.S. Tucker, Inc.

May 2003 – December 2003 - Carpenter’s Helper

M & A Sales

November 2002 – March 2003 - Assistant Buyer

Phillips Investment Resources

September 2001 – November 2002 - Web Operations Specialist December 1999 – September 2001 - Production Assistant January 1999 - December 1999 - Office Services Specialist

Sent out broadcast emails and faxes to subscribers for all of our publications, including fulfillment, renewals, special hotlines, daily confirmations, and promotional broadcasts. Created lists for broadcasts using various databases. Compiled reports on the results of the broadcasts. Bid print jobs and negotiated winning price with several vendors. In charge of printing three newsletters. Coordinated with marketers on schedules and special mailings. Printed all corporate mail pieces. Handled printing of promotional material.. Produced cost and performance control reports for appropriate individuals within the company. Facilitated company functions and meetings.

EDUCATION

: Poway High School, Poway, California. Graduated 1993. Seattle University, Seattle, Washington. Palomar Community College, San Marcos, California. California State University Fresno, California.

COMPUTER SKILLS

: Basic HTML writing and coding skills. Website development and content management using Drupal. Build, upgrade and update desktops, networks and servers. Trained and proficient in Microsoft Word, Excel, Access, Outlook, Publisher, Adobe Pro, QuickBooks, Computron, File Maker, and other mainframe systems and databases. Proficient in using the Internet.

REFERENCES: Available upon request

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