Her Heavenly Haven - Manager Resume Example

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Hannah Wood

X XXXXXX XXXX XXXXXX, Irvine, CA 92602
H: XXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXX

Summary

Providing swift resolutions to customer complaints, ultimately repairing trust and winning loyalty. Demonstrated sense of urgency in busy call center environments in both retail and office industries. Possess exceptional ability to build productive relationships, resolve complex issues and win over customer's loyalty. Demonstrate outstanding problem solving and active listening skills-ability to diffuse difficult customer situations with tact and ease, while deadline-driven and highly motivated.

Skills

Administration and Management
Active Listening

Coordination
Judgment and Decision Making

Complex Problem Solving
Strong creative vision

Management skills
Natural leader

Effective verbal and written skills
Strong interpersonal and communication skills

Ability to organize and manage work
Strong influencing abilities and high level of integrity

Organized and detail oriented
Team player

Ability to manage multiple projects simultaneously

Experience

Manager, 10/2013 to Present
Her Heavenly Haven – Irvine, CA

Wrote original content for the official company blog, as well as community blogs.
Wrote newsletter marketing copy and presentation materials for special projects.
Established effective working relationships with clients.
Developed a brand identity, including a distinctive graphic style and tone, for all company communications.
Planned meetings and charity events.
Handled all day to day requests and activities.

Oversee activities directly related to making products or providing services.

Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Manage staff, preparing work schedules and assigning specific duties.

Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary.

Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.

Mazda CEC Specialist, 03/2014 to 05/2015
HELPMATES – Irvine, CA

Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging in an inbound and outbound call center environment.
Responded to email chats amongst customers.
Responded to social media comments and complaints.

Supervisor, 07/2007 to 08/2014
ARBORETUM – Arcadia, CA

Worked directly with clients to achieve the best wedding experiences.
Overlooked the wedding grounds as well as assisted with the production of a wedding and photo shoots.
Managed casting and selected shot locations.
Incorporated advertisers and products into shows in innovative ways.
Coordinated with the talent relations department to facilitate execution and payment of talent contracts.
Led daily production meetings and weekly production calls.
Supervised 20-50 staff, including offering feedback and enforcing deadlines.
Coordinated with and supervised vendor studios.
Acted as a liaison between 2 departments and 2 stations.

Monitor the facility to ensure that it remains safe, secure, and well-maintained.

Senior Customer Service Advocate, 09/2012 to 05/2014
VERIZON WIRELESS – Irvine, CA

Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging in an inbound and outbound call center environment.

B2B Specialist, 03/2011 to 09/2012
Verizon Wireless – Irvine, CA

Worked alongside operations professionals in the industry, while utilizing business and technical knowledge and skills in an environment dedicated to maintaining industry superiority.
Helped support and streamline the sales process while having the opportunity to help the sales team match technological solutions with customer needs.

Employee Engagement, 08/2010 to 03/2011
VERIZON WIRELESS – Irvine, CA

Create, develop and implement employee engagement tools within the Call Center.
Identify opportunities based on feedback and develop plans to improve employee engagement/sales culture in each center.
Acted as a liaison between 3 departments and 3 stations.

Marketing Specialist, 05/2010 to 03/2011
VERIZON WIRELESS – Irvine, CA

Coordinated trade shows, media buying and planning, sales promotions and direct mail campaigns.
Engage in assigned projects in which a specific business problem is presented and requires investigation and deep data analysis Collaborated with designers and the editorial team on marketing materials.
Incorporated advertisers and products into shows in innovative ways.
Coordinated with and supervised vendor studios.
Researched market competitors and industry trends to identify potential new products and services.
Built relationships with key industry insiders.

Customer Service Representative, 06/2009 to 05/2010
VERIZON WIRELESS – Irvine, CA

Effectively managed a high-volume of inbound and outbound customer calls.
Gathered and verified all required customer information for tracking purposes.
Accurately documented, researched and resolved customer service issues.

Administrative Assistant, 03/2008 to 05/2009
ON-POINT MEDIA – Tustin, CA

Answer phone calls and direct calls to appropriate parties or take messages.

Process payroll information.

Greet visitors and determine whether they should be given access to specific individuals.

Perform general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping work.

File and retrieve corporate documents, records, and reports.

Set up and oversee administrative policies and procedures for offices or organizations.

Administrative Assistant, 01/2007 to 03/2008
PATROL PLUS – Riverside, CA

Analyzed and investigated all incidents alongside functional management and security supervisors.
Monitored and evaluated unit performance on key security issues, recommending corrective action programs where appropriate.

Answer phone calls and direct calls to appropriate parties or take messages.

Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software.

Attend meetings to record minutes.

Conduct research, compile data, and prepare papers for consideration and presentation by executives, committees and boards of directors.

Prepare and mail checks.

Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.

Supervisor , 08/2005 to 04/2007
COMP U.S.A – Tustin, CA

Priced merchandise, stocked shelves and took inventory of supplies.
Trained new incoming employees.
Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
Mentored new sales associates to contribute to the store's positive culture.
Communicated clear expectations and goals to each team member.

Monitor, evaluate, or record training activities or program effectiveness.

Offer specific training programs to help workers maintain or improve job skills.

Develop alternative training methods if expected improvements are not seen.

Coordinate recruitment and placement of training program participants.

Education

B.A.: Communications, Jun 2015 California State University-Long Beach - Long Beach, CA
Minor: Film and Electronic Arts
Public Speaking and Theater coursework
Arts and Entertainment Management coursework
English and Creative Writing coursework
Radio and TV News coursework
Film and Media Studies coursework