CERTIFIED PROFESSIONAL RÉSUMÉ WRITER/ CUSTOMER CARE MANAGER (2011-PRESENT)• Contact clients throughout résumé writing process in an effort to gather as much detailed work history as possible while identifying possible job openings to help tailor the résumé.Utilize recruiting and job placement tools on a daily basis to help candidates find and apply to their desired jobs.• Provide both verbal and written feedback on clients submitted documents to help provide a clear roadmap for final résumé expectations and timeline.• Recruit and hire new customer support representatives with strong focus on evaluating candidate’s character and work ethic.• Design and implement a new work flow strategies to help increase production as well as customer satisfaction.• Develop daily reports to track Customer Support individual performances and use that data to help set team goals.• Act as final point of escalation for any inquiry that could not be resolved by the customer care team or team lead.CUSTOMER CARE TEAM LEAD (2010-2011)• Chosen by Customer Service Manager and Operations Manager to sit in on multiple interviews to represent department.• Attended “The Employees Association” seminar to enhance leadership skills and become a greater asset to the customer support department.• Led weekly meetings to address any customer issues that needed to be address and any issues team may be dealing with on an individual level.CUSTOMER CARE SPECIALIST (2008 - 2010)• Requested by CEO to run sales meetings to share sales technique and monitor other representatives’ progress.• Received certification as a Professional Résumé Writer and have since used that knowledge gained to write and critique customers’ résumés.• Assisted Customer Service Manager in developing customer satisfaction surveys in hopes of improving user experience as well as increasing customer loyalty.