Over 8 years of experience in Customer Service Management and Development, with a proven record of Leadership, passion for Employee success, and Client retention. Stimulate in maintaining Company goals, Employee development, and increasing Client satisfaction with exemplary success of contentment and exaltation. Highly passionate, driven, compassionate, sense of equanimity, and articulate. Strong interpersonal and communication skills both written and oral. I'm looking to gain a position with opportunities to further develop my strengths, to challenge myself to persevere with greater outcomes and new understandings of my potential. Demonstrated success in: Strong ability in training Employees for success, with proficient communication. Create loyalty, overcome objections and secure Client retention. Coordinate developmental plans for onhand training. Exceptional problem solving skills, with keen detail for minimizing future quandaries. Maintain implementations, performance, projects, and future planning. Ability to work in fast paced and rapidly changing environment.
Cross-functional Team Management
Complex Problem Solving
Account ManagerSep 2013 to Dec 2015 REAL ENERGY SOLUTIONS － Houston, Texas
Overall accountability for Managing (100) active Accounts in my area.
Facilitated renewal process with Clients', with an 80% Client return.
Worked closely with Clients to determine needs.
Helped develop products and services to meet Clients' expectations.
Created detailed budgets and schedules.
Identified and developed Client database.
Built strong lasting rapport with Clients' and Staff.
Strong understanding of Client's' business strategy and goals.
Provided a complete project on or before expected date of completion, with exceptional results.
Maintained and stored comprehensive portfolios of Clients' and Accounts.
Superior communication and execution skills, with the goal to exceed developmental expectations.
Helped create training manuals targeted at resolving even the most difficult customer issues.
Enforced and monitored programs to maximize customer satisfaction.
Provided detailed monthly departmental reports and updates to senior management.
Addressed negative customer feedback immediately.
Resolved customer questions, issues and complaints.
Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness in my department.
Store DirectorMar 2012 to Jul 2013 PERRY ELLIS INTERNATIONAL － Houston, Texas
Managed team of 18 Professionals.
Recruited, hired, trained, evaluated and counseled Store Employees.
Defined strategy and business plan for Houston location.
Developed and implemented employee performance evaluations and improvement plans.
Effectively managed and reduced Employee turnover rate.
Provided a positive working environment and handled employee issues appropriately and in a timely manner.
Encouraged Employees to take ownership for their performance and career development plans; followed up on a regular basis.
Communicated, executed, and managed marketing and merchandising programs.
Increased profits by developing, initiating, and managing with detailed reports for each Employee with detailed reports.
Managed store revenue, including cash handling, deposit reconciliation and delivery of deposits to bank.
Executed and monitored loss prevention and shrink programs.
Managed all store operational issues including store housekeeping, store administrative duties, physical inventories, price changes, etc.
Initiated Employee Customer service program that standardized employee training and led to increase in customer satisfaction by 91%.
Customer Service ManagerJul 2008 to Mar 2012 SHERWIN-WILLIAMS PAINT CO. － Katy, Texas
Worked closely with Store Director, District Director, and Regional Director to achieve sales goals to exceed all expectations.
Handled Customer inquiries by providing accurate information regarding products, product applications, and process orders accordingly.
Overlooked incoming orders from vendors against purchase order for accuracy.
Generated and distributed daily reports and order acknowledgments to appropriate Management.
Developed rapport with the customer base by handling difficult issues with professionalism with DIY's and Contractors to increase retention rates.
Effectively communicated with team members to maintain clearly defined expectations.
Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
Interviewed, hired and trained new quality customer service representatives.
Owned team productivity metrics.
BBA, Management (Human Resource Management Track)2012University of Houston － Houston, TexasGraduated Summa Cum Laude (3.77 GPA)
Diverse Market/Industry Knowledge, Organizational Restructure and Change, Organizational Skills, Hard-worker, Human Resources Leadership, Interpersonal Skills, Inventory Control, Labor Cost Controls, Leader, Leadership, Market Analysis, Market Growth, Marketing, Rapport, Product Development, Profit and Loss, Profit Generation, Team Building, Team Leadership, Team Player, Time and Resource Optimization, Time Management, Training and Development.