Customer Service Manager
Resume:
CARRIE A. VANCE
Virginia Beach, VA 23453
abl0ce@r.postjobfree.com
EDUCATION
Bachelor of Science - Business Administration Aug 2004- May 2008
(Management)
Christopher Newport University - Newport News, VA
Awarded "Outstanding Leadership & Service" - Student Academic Advisory
Board
Secretary of University Affairs - Student Government
Contract Management Association Member
MEMBERSHIPS
Society for Human Resource Management (SHRM)
WORK EXPERIENCE
Office of Del. Villanueva - Virginia Beach, VA May 2010-Current
Office Manager
Responsible for constituent relations (customer service), administrative
support and management of office data to include correspondence, financial
reports, scheduling, online social and web content
. Treasurer for 2010 Jan 1-June 31 financial report
. Holds a bulk mailing permit for the Delegate - writes and prepares
letters for mailing
. Social media manager: Twitter & Facebook
. Software using: Trailblazer contact database, Voter Vault, FTIN,
Constant Contact, Wordpress, MS Office Suite 2007
TD Madison & Associates - Virginia Beach, VA July 2008-Dec 2009
Talent Acquisition Specialist
Responsible for administration services, marketing/advertising,
customization and management of database, and recruitment (sourcing,
interviewing, profiling, background checks & correspondence)
. Built profitable relationships with key decision makers in various
industries and positions
. Sourced, screened, tracked, interviewed, profiled, recommended top
executive candidates for hire, prepared presentations/packages;
regularly interfaced with Managers to VPs
. Promoted affirmative action and equal opportunity, facilitated
candidate communications
. Primary administrator to WinSearch contact management database:
customized, logged data, input and retrieved documentation, filed and
maintained records
. Significantly reduced service operation costs and decreased lead time
through the planning and implementation of standard procedures (SOPs)
and organized processes
. Reconstructed all content and structure of website - increasing
customer traffic three fold
. Negotiated service agreements with vendors resulting in significant
annual savings
. Developed and executed various print/online marketing plans, analyses
and campaigns; identified new services, researched competitive
pricing, built/maintained online presence
Recognized for well written profile reports, SOPs, cost-savings ideas,
organized processes and developing leads
Commended for additional time spent achieving project goals, outside of
normal work day
Received letter of recommendation from CEO - provided upon request*
STIHL Incorporated - Virginia Beach, VA Summer: May-Aug 2007
Internship: Human Resources Assistant
. Overhauled manuals (Employee/Supervisor Handbook, 2008), wrote HR
policies and standard procedures; presented and introduced new
material to Company Supervisors
. Aided Employee Relations Manager and Employee Training and Development
Manager as needed (i.e. annual corporate training program,
orientation, policy writing, president letter)
. Assisted with employee compensation for "Idea Plus" incentive idea
recognition program
Smithfield Packing Company - Smithfield, VA Summer: May-Aug 2006
Internship: Corporate Human Resources Co-op
. Analyzed health care trends and reports and gained a thorough
understanding of HR Law, Benefits and Compensation; assisted with
administrative support as needed
. Trained HR Director on Oracle's Training & Development Application
. Analyzed and planned a solution to turnover issues, presenting cost
savings to decrease recruitment costs by over $250k annually through
efficient succession planning methods
STUDENT WORK EXPERIENCE
CNU IT Services - Newport News, VA Jan 2008- May 2008
Student IT Services Help Desk Representative
. Regularly supported customers by troubleshooting/opening tickets for
technical problems; received positive recognition for support and
avoided ticket escalation
. Tracked internal network related issues, created work orders and
assisted customers with and orally explained solutions involving PCs,
laptops or thin clients
Ferguson Center of the Arts - Newport News, VA Oct 2005- May 2007
Student Hospitality Manager/Theater Office Assistant
. Planned and organized schedule of events backstage for professional
performers, and regularly assisted traveling theatrical companies with
service needs
. Oversaw rider contract and successfully carried out negotiated
agreements
TECHNICAL PROFICIENCIES
. Oracle (HRIS)
. WinSearch
. SAP (HRIS)
. Microsoft Suite 97-2003 & 2007 (Word, Outlook, Excel, PowerPoint,
Publisher, and Access)
. Photoshop 3.0
. Adobe CS3
RELEVANT SKILLS
. Analytical; problem solver accomplished in seeking out best solutions
. Strong interpersonal and professional skills, with customer service
attitude
. Collaborates well with others, building relationships and negotiating
requirements
. Able to multi-task and work effectively with a high volume of
information
. Highly organized and capable of prioritizing workloads to meet
deadlines
. Computer savvy, great knowledge of database systems and applications
(50-65 WPM)
. Possess a thorough knowledge of modern HR laws, business practices and
procedures
. Proficient in drafting/writing/reviewing documentation in
legal/professional contexts
. Innovatively minded to support effective performance of job function
. Communicates well across all levels, including senior management and
public speaking
VOLUNTEER
Secretary of CNU South Hampton Roads Alumni Chapter 2009-2010
CHKD's 2009 & 2010 Dance-A-Thon Fundraiser at the Mambo Room in Norfolk, VA
STIHL Incorporated 2009 & 2010 Recreational Soccer Player
Assists the Center for Naval Intelligence with contact leads (as needed)
Molesworth Associates contract recruiter - Found top PM candidate in less
than an hour
Website renovation project for Dream Cake bakery in Virginia Beach
*References available upon request
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