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Marlene M. Kinley (925) 200-6692 marlenekinley@gmail.

com Career Summary and Objective


As a fully qualified customer service manager and human resources recruiter with strong administrative experience, I am seeking a leadership position in a customer-centric company where my diverse talents can enhance a progressive companys growth and profitability

Professional Experience
Service Champions - Manager of Recruitment & Customer Service 2/2011 October 2011 Initially hired as manager of recruitment to establish centralized hiring efforts and improve the quality of candidates, fill immediate vacancies and reduce turnover throughout home office and 3 satellite facilities. Reporting to the executive office, established on-boarding and hiring policies, established relationships with new hiring sources and selected HRIS/Applicant tracking solution. Having implemented those changes, I was promoted to assume direct management of the 7 person customer service and sales center in order to upgrade training, establish performance criteria and improve customer contacts. Manage and drive the team to successfully support all products and services Develop, implement and maintain performance and call quality standards and metrics Hire, train, develop, coach, motivate, and retain qualified staff Create and maintain service, talk time, call data and customer satisfaction levels Establish career track for agents and succession plan for leads and supervisory staff Develop and maintain relationships with third party human resources, telemarketing, telephony, networking, and CRM vendors Comcast Cable Account Executive, Retention 2008-2010 Handled large volume of incoming downgrade and disconnect calls average calls 1300 per month from a base of over 1,000,000 customers throughout California Responsible for meeting/exceeding monthly retention quotas - upwards of 65% per product Ability to answer customer questions regarding Video, Digital Voice and High Speed Internet products and services Troubleshot calls from client base regarding installation and repair inquiries Demonstrated thorough understanding of Companys products and services to meet customers needs and maximize company revenues Maintained updated knowledge of major competitors AT&T, Astound, Direct TV and Dish Networks, including current pricing and promotions LandsBest, LLC, Pleasanton, CA Co-Founder 2004-2008 Created a real estate portfolio totaling over 9 million dollars, with over 88 units (single family and commercial) in 5 states Analyzed investment markets for viable acquisitions Managed all aspects of post-transaction activities, including securing and maintaining all personal and commercial insurance, and coordinating all tenant management issues with local property managers

Marlene Kinley Resume Page 2 of 2 Open Entertainment, Inc, San Ramon, CA Mgr, Human Resources 2000 2001 Managed all human resources activities, including employee relations, training, recruitment, compensation and ongoing evaluations Established and tripled staff in less than 6 months for Internet start-up company, in tight technology labor market Developed and implemented all corporate health insurance benefits program Researched, recommended, and administered company-wide 401K and Flexible Spending Programs Established all administrative infrastructure including facilities management and corporate policies Planned and oversaw massive downsizing due to company venture funding Sun Country Cable, Pleasanton, CA - Director, Administration 1985 1999 Led all corporate administration and human resources operations from company launch in fast-growing environment Administered and implemented all health, liability, unemployment and workers compensation insurance policies Recommended and implemented all administrative and employee policies and procedures. Managed computer network systems; recommended upgrades and coordinated implementation with outside technology contractors Identified billing software options, call center vendors, network and data facilities; assessed internal and contract staffing needs and collaborated with marketing and sales teams and local offices to achieve smooth transition for customers Implemented new billing system, and contracted for customer call center to serve multi-state cable operations both completed within 75 days, and operational ahead of schedule Viacom International, Inc., Pleasanton, CA - Employment Manager 1979 1983 Recruited highly qualified non-exempt and exempt staff to support companys explosive growth. Oversaw management training program Spearheaded all college recruiting initiatives Education Chabot College: Associate of Arts Degree Computer Skills Operating Systems: CRM: Applications:

MAC OSX, Microsoft NT, and some Unix Avaya, Noble, ACSR, Successware Microsoft 2010 Word, Excel, PowerPoint, and OUTLOOK

References gladly provided upon request