Customer Service Manager

Diane Gibson-Cross

**** ****** **** **********, ******** 63031 ac1p80@r.postjobfree.com 314-***-****

Qualifications and Core Compentencies

Senior Recruiter/Management Professional with over twenty years of combined experience in management, recruiting, high volume call-center operations and support. A results-driven manager with the ability to successfully locate, identify, and close top talent, with a special emphasis on hard to fill positions/contracts. Build and maintained candidate relationships to ensure a productive talent pipeline. Proven ability to manage multiple positions by sourcing, screening, qualifying, interviewing, negotiating and closing the applicant/candidate.

Core Competencies

Advanced Recruiting Techniques

Persuasive, solution-oriented communicator with highly effective motivational skills.

Expertise in resolving escalated customer service issues.

Sales and advertising in print, internet, job boards, LinkedIn, and social media

Demonstrated ability to gain customer trust and provide exceptional follow-up, creating a professional customer rapport and high retention percentages.

IT/Government Recruiting

Project and Process Management

Established a new process to help comply with the company’s performance matrix.

Proficient with Microsoft Office System (including Microsoft Word, Excel, PowerPoint, Access, and Outlook).

Professional Experience

ROSE INTERNATIONAL INC. – Chesterfield, Missouri 2017 to Present

IT Recruiter

Managed the lifecycle recruiting process for all applicants daily. Performed on-board activities, including reference and employment verification, criminal background review, and pre-employment drug screening.

Sourced candidates using LinkedIn, job boards and social media.

Consult with business and functional leaders to define competencies for specific roles.

Interview, pre-qualify, negotiate offers and close hires.

Prescreen candidates with detailed phone screens, evaluating candidates’ compatibility with specific job requirements, ensuring a right fit prior to submission to client’s hiring manager. Track candidates’ activities (phone calls, emails, and text messages) in the applicant tracking system.

Edit and reformat resumes as necessary, adding relevant keywords increasing candidate match with client positions.

Positions Recruited: Focus on many different types of positions including software engineers, network engineers, intelligence analysts, system engineers, Project Control and Contract Administrators,

RNB CONTRACTING, LLC – Saint Charles, Missouri 2016 to present

HR Manager/Recruiter

Responsible for full lifecycle, managing and dispatching Class A and E Drivers.

Focus on safety, service, professionalism and respect.

Enforce rules and apply policies fairly and consistently.

Developed company employee handbook and discipline procedures.

Ensure that all Hours of Service regulations, DOT / State regulations, and company safety policies are adhered to. Ensure DOT paper logs and/or E-Logs are audited and correct.

Ensure all preventable damages are charged to the responsible party.

Work with corporate and field offices to ensure mutual trust and respect, and promote support of all departments.

Employee time off: Review, approve and then track sick leave, medical leave, FMLA, vacations, etc. Performed employee discipline when required.

Completed administrative, dispatching, and other office duties, on top of completed my daily duties.

PARALLEL EDUCATION DIVISION – Creve Coeur, Missouri 2014 to 2016

Senior Recruiter/Interim Branch Manager

Managed the lifecycle recruiting process for all applicants daily. Performed on-board activities, including reference and employment verification, criminal background review, and pre-employment drug screening.

Oversees a diverse, qualified candidate pool for open positions through various means, including daily searches in internal and external resume databases, job postings, social networking websites, employee referrals and with community based organizations daily. Effectively follow up and communicate with referrals and referrers.

Promoted quality, accuracy, timeliness, reliability and thoroughness in all aspects of the job.

Conducted structured behavioral competency base phone interviews.

Work collectively with management. Organized and prioritized projects and completed them in a timely manner.

Understand the unique needs of the school and school districts, and take an active role in identifying and selecting the most qualified candidates. Provided employment recommendations to the school district’s hiring manager based upon candidate qualifications, application materials, interviews, and references.

Screen employment applications, resumes, and verify all credentials are up to date and certifications are accurate.

Develop and managed strong professional relationships with clients and employees.

Manage the New Hire Orientation.

Maintain and document accurate information (attendance, benefit changes, etc.) in TempWorks software and performed employee discipline when required,

Conducted exit interviews.

PROTECTIVE LIFE INSURANCE – Chesterfield, Missouri 2011 to 2014

Customer Service Manager

Managed customer service and provided an advanced level of communication, administration and customer service to consumers, sales representative and other internal and external customers.

Review, negotiate and resolve complex problems, which may require special attention.

Assist customers with all inquiries in regards to financial statements, agreements, and monitoring adherence to the terms of the agreement.

Act as a liaison for the agreement holder, the repair facilities and the claims department.

Provides knowledge to the sale representatives to ensure that they remain compliant to all company and state requirements.

Participates as the department subject matter expert while interfacing with other departments.

Process all financial transactions for the customer in both Forte and PBS systems.

CLIENT SERVICES INC – Saint Charles, Missouri 2009 to 2011

Chase Portfolio Collector

Earned “Collections Rep of the Month” award 3 times in the last year, from a department of 250.

Acted as a resource desk to assist reps in reviewing and evaluating customer accounts to determine applicable collection and treatment process.

Researched and located customer accounts, negotiated payment arrangements, settlements, deposits and guarantees.

Documented and maintained accurate and pertinent information on customer accounts.

Resolved conflict, investigated disputed amounts or discrepancies, calculated and issued associated adjustments.

VERIZON WIRELESS – Chesterfield, Missouri 2002 to 2008

Senior Customer Service Advocate (2005 to 2008)

Managed a team of twelve customer service advocates.

Handled a high volume of escalated customer service calls with tact and diplomacy for immediate resolution.

Accurately researched and documented account files to include all aspects of customer concerns and solutions for timely resolutions.

Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.

Exemplified exceptional customer service by establishing a rapport with the customer and internal departments.

Customer Service Representative (2002 to 2005)

Handled incoming customer calls, and documented the account while call was in progress.

Resolving billing inquires in a timely manner

Participated in the investigation and resolution of customer billing and payment issues.

Worked in a timely and efficient manner minimizing on-hold time, meeting monthly statistics for call taken.

Developed rapport with customer to provide an outstanding customer service experience.

Received Customer Service Award for outstanding track record of positive customer feedback.

Education and Training

Bachelor of Business Administration Fontbonne University – Saint Louis, Missouri May 2008

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