SUMMARY:

• Experienced Customer Service Manager with in - depth knowledge and operational experience in high-touch Customer Service Excellence. Detail-oriented and skilled in coordinating resources and improving processes and procedures. Culturally sensitive, excellent written and oral communicator, with an established customer service background. Innovator who increases worldwide service levels and productivity while maintaining costs. Excellent at solving and circumventing problems when possible.
• Inventory Management and Resource Planning & Development
• Office Management and Administration
• Relocation Program Design, Creation, Assessment and Administration

PROFESSIONAL EXPERIENCE:

Confidential

Customer Service Coordinator

Responsibilities:

• Oversee the full life-cycle in the customer integration for Mail and Parcel shipping
• Assist Customers by answering product and service questions; suggesting information about other products and services
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Effectively manage large amounts of incoming calls and emails, while building sustainable relationships of trust through open and interactive communication
• Great verbal and phone skills, with strong follow up ethic and attention to detail

Confidential

Office Manager & Customer Service Manager

Responsibilities:

• Manage, mentor and train customer service and production team
• Developed customer service program for start-up homeopathic medicine business
• Daily management of inventory levels, management of accruals, budgeting and forecasting
• Development of procedures guide
• Invoicing and refunds, Management of Amazon Account and Paypal, Authorize.net
• Management of office administration including overseeing HR, Accounting and the hire of part-time Accountant

Confidential

Volunteer

Responsibilities:

• Supported State Director, Area Manager and Program Managers with recruitment and awareness efforts in the community towards funding and al programs, research and advocacy. Special projects included the 7th Annual Enlightenment Luncheon for Mothers and Others for Clean AIR, which included national recognition from the EPA, and the Confidential Campaign, uniting women across the United States against Lung Cancer, the number one killer of women.
• Owner & Operator/Project Specialist - Dedicated and enthusiastic Mobility Professional with over 15 years of combined HR and Third Party Service experience. Well versed in all phases of expatriate administration including immigration, global compensation andtax, benefits and payroll. Excellent at relationship building with vendors and clients at all levels within an organization. Strongproject managementand re-engineering skills. Able to leverage best practices to obtain optimal resolutions and always deliver high quality customer oriented service.

Confidential, Atlanta, GA

Global Payroll Specialist & Project Manager

Responsibilities:

• Oversaw project management of international compensation and global mobility payment projects for all Confidential International companies including, but not limited to, CNN, TBS, TNT, Cartoon Network, AdultSwim, Turner Classic Movies and TruTv.

Confidential, Atlanta, GA

Mobility Project Manager

Responsibilities:

• Managed the Global Business Services Americas Mobility team and acted as Senior Lead for the Latin America Group and Eurasia/Africa Group during the HR Transformation project post acquisition of Confidential Enterprises N.A.
• Special project manager for North America Transformation and dedicated resource to GBS Manager focusing on global process improvement
• Responsible for stabilizing and improving the customer experience via supply chain management, resulting in a consistent, empathetic and efficient program
• Partnered with Procurement to change Relocation Management Service companies via a thorough vetting process and RFP, including external benchmarking
• Implemented selection of new Relocation Management Services provider for Latin America Group
• Project Manager on the Global Mobility Transformation project, including Design and Implementation strategy

Confidential, Atlanta, GA

Senior Relocation Manager

Responsibilities:

• Responsible for relocation program management, process design and global mobility management. Created an in-house supply chain network of movers and relocation service providers
• Established expense management process through third party supplier
• Transitioned externally sourced relocation vendor to an in-house program, with creation of a relocation technology to support the program.
• Selection of International Healthcare provider
• Worked closely with external tax provider to oversee the international taxation of assignees & tracking with newly designed technology

Confidential, Atlanta, GA

Global Mobility Specialist

Responsibilities:

• Served as primary contact and day to day manager for domestic and international employee relocations (domestic, expatriate, in-patriate, foreign national, short term, and frequent business travelers).
• Created and modified relocation policies to consistently ensure integrity of relocation program while being responsive to Enterprise Human Resources objectives.
• Created cost projections, assignment letters and balance sheets. Performed collection and maintenance of s of Coverage.
• Partnered with Immigration Firm to comply with U.S. immigration requirements. Responded and complied with USCIS Audit inquiries and site-visits for foreign nationals and ensured compliance for international work visas and permits by destination.
• Monitored and collected year-end data for U.S. and International Tax Compliance.
• Oversaw enrollment of international healthcare benefits, monitored and cross-charged expense by business line and site location. Managed annual open-enrollment of U.S. benefits plans and collaborated with the Benefits Department and Executive Compensation Department to communicate deadlines and facilitate disbursements.
• Administered split payroll by location and international payroll calendars.
• Reviewed and processed invoices and tracked costs by working with internal groups such as Payroll, Corporate Costs and Budgets, Human Resources, Six Sigma, Finance and Treasury.
• Proactively managed exceptions by tracking exception costs and updating policies in accordance with mobility trends and best practice.
• Created, collected, analyzed and interpreted external surveys and data from peer financial service organizations. Assimilated results and made recommendations to HR concerning internal mobility practices and employee retention and development.
• Collaborated with Talent Management and ING Groep International Mobility to Manage Value by ensuring strategic global mobility and measure Global ROI and employee development.

Confidential, Atlanta, GA

On-Site Relocation Specialist and Client Services ConsultantI

Responsibilities:

• Led the successful transfer of Relocation Service Provider from Cendant to Confidential .
• Consulted and reviewed policies, implementing new policies globally.
• Creation of HR Assignment Tool for streamlining authorization process and defining on-site role, creation of a Transfer Log for metric and analytic review.
• Development of Relocation Guides for inbound and outbound moves.
• Coordinated corporate equity funding requests, saving international wire transfer costs and vendor service fees.
• Facilitated expense management and reimbursements for transferees per policy guidelines.
• Arranged all family services including Spousal Assistance Programs, Destination Services, Cultural, and Immigration Services.
• Coordinated U.S. and International transfers, including coordinating Home and Host Country HR approvals of budget, exceptions and collection of required documentation.

Senior Remote Relocation Specialist

Confidential, Atlanta, GA

Responsibilities:

• Consistently achieved customer service scores over 95%, the highest in the company, for various clients in technological, banking, insurance, service and non-profit industries.
• Program Management responsibilities for metro-Atlanta clients included attending account meetings, on-boarding new clients, and providing quarterly and annual reporting.
• Collaborated with Regional Operational Team Leader on team projects and meetings.
• Managed a remote office, including reporting responsibilities and self-billing.
• Collaborated on the recruitment and subsequent hire of two remote employees in Atlanta, GA.

Remote Relocation Specialist

Confidential, Houston, TX

Responsibilities:

• Attended Corporate Client sales visits with Houston sales staff and Vice President of Sales.
• Determined local vendor selection and recommendations to Corporate office for regional use.
• Attended high-profile area moves and responsible for vendor adherence to service specifications, including warehouse inspections and quality assurance visits.
• Managed relocations per year, including move management and relocation services.

Staff Relocation Specialist

Confidential, Huntington Beach, CA

Responsibilities:

• Coordinated international move services per single-point-of-contact philosophy.
• Managed international moves per year and relocation services upon request by client demand.
• Piloted relocation program services as part of company redirection from Confidential to a global relocation service provider ( Confidential - Confidential ).
• Implemented and developed relationships with global partners for successful delivery of relocation services such as home finding, language, expense reimbursement, temporary housing, auto rental, cultural program, destination services including area tours, school search and preview visits. Referred transferees to international auto purchase and international banking and mortgage programs.
• Received “Rookie of the Year” for Top Customer Service scores in 2000 according to Post Relocation Surveys, a huge during a transitional year for the company’s reorganization.