Consultant Care Manager Resume
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Resume:
Lynne M. Walls
Valley Park South
Bethlehem, Pennsylvania
Phone
email
JOB OBJECTIVE
Administrative/Office Manager
SUMMARY OF QUALIFICATIONS
* More than years Customer Service and Administrative experience, years in managerial roles
* Successfully created in-bound call centers for employers and their clients
* Developed new policies/procedures and reporting on two recent start-ups to ensure call center was run to employer\'s specifications
* Well versed in all Microsoft Office applications, Lotus Notes, Wilke-Thornton database systems and Aspect telephone system use, programming and reporting.
PROFESSIONAL ACHIEVEMENTS
* I created and ran an online administrative services company offering administrative support to small business owners.
* I was a core management team member of new business venture establishing a new home party sales company for Crayola. I did benchmarking to develop policies and practices, set up and ran our Consultant Care department, hired and trained representatives, helped to select and implement departmental ordering/warehousing computer system, assisted in event planning and implementation, helped to develop and fulfill monthly sales and recruiting promotions. Our team took annual sales to $. million within the company\'s first full year of existence.
* I served for two years on an inter-company team to develop and implement operations practices supporting a new product line for Day-Timers. Sales grew from $ million the first year to $ million the second year.
* I identified a need to revitalize Day-Timer’s customized product business and personally brokered a deal with a large customer, resulting in the net sale of obsolete inventory of $,.. I also identified the reason for loses of an additional $,. in revenues and organized a team to revamp marketing of customized services. I received one of Day-Timer\'s Outstanding Teammate Awards for contribution to bottom line as a result of these efforts.
* I served on a team developing and implementing programs to improve the employee retention rate at Telerx by -% over a two year period.
* I developed, with selected Telerx program members, product and procedural training for new hires to improve our retention rate and job performance.
* I received the rd place award in Innovation in Operations Awards from Operations & Fulfillment magazine for development of an idea to offer services through a phone menu to cut down on call volumes.
* I have interviewed, hired and trained teams of up to call center representatives and one supervisor while managing daily operations.
* I designed and developed all daily, weekly and monthly reporting to give feedback concerning my team’s progress in meeting goals.
* I established reward systems for outstanding performance and coached representatives as needed for improvement.
* I have assessed existing infrastructuresand developed job descriptions.
* I have monitored call and data entry quality of representatives, providing regular feedback sessions and annual reviews to increase employee effectiveness and job satisfaction.
WORK HISTORY
NO WORRIES VIRTUAL ASSISTANCE -current
Leave your day-to-day office worries with us!
Office Manager
CRAYOLA, INC. Easton, PA -
Strategic member of leadership team launching home demonstration craft business
Consultant Care Manager
TELERX MARKETING, INC. Allentown, PA
A leading outsource partner specializing in customer care
Project Manager
DAY-TIMERS, INC. Allentown, PA
The leading brand of personal organizers
Operations Team Leader
Assistant Supervisor
Customer Service Representative
EDUCATION
•Bachelor of Business Administration -Almeda College
•Several Management, Team Building and Computer Literacy courses at Northampton Community College, Penn State and company sponsored training.
•Certified Virtual Assistant and Ethics Checked certification through International Virtual Assistant Association. Expert rating in Word, Excel, PowerPoint, Microsoft ’ and XP.
•Certified Coach Training-Coach Training Alliance
REFERENCES
•Joan Stauffer (former Supervisor at Day-Timers)
Fireman’s Fund Office Service Manager
Maumee Ave
Allentown, PA
Office: , Home:
•Karen Stark (former peer at AT&T)
Independent Contractor
Lakewood Dr
McKinney, TX
Home: , Cell:
•Sandy Taschler (former peer at Day-Timers)
Wachovia Bank Operations Team Leader
Buchanan St
Coplay, PA
Home: , Office:
•David Steinberg (former Senior Manager at Crayola)
Director of Media Planning and Analytics at Insight Schools
Vista Ridge Dr
West Linn, OR
Home: , Office:
