Customer Care Representative Resume Example
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CUSTOMER CARE REPRESENTATIVE
Professional Summary
Experienced customer service management bringing 40+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Skills
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Work History
Customer Care Representative04/2009 to 08/2009
Camden National Corporation – Kennebunk , ME
Camden National Corporation – Kennebunk , ME
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated customers on promotions to enhance sales.
- Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Developed client rapport by promptly processing requests and resolving financial discrepancies.
- Explained charges, fees, terms of sales and service agreements to over 100 customers daily.
- Achieved 93% satisfaction rating through consistent, proactive resolutions of customer issues on first call.9
General Manager of Store Operations04/1997 to 04/2009
Burger King Of Portland – City , STATE
Burger King Of Portland – City , STATE
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Coordinated weekly conferences with store associates to communicate sales and customer service goals.
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels 50%.
- Addressed and resolved strategy issues to support sales management and guide business direction.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Achieved consistent budget targets with optimal expense controls and elimination of unnecessary waste.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Coached 60 sales associates in product specifications, sales incentives and selling techniques, increasing customer satisfaction ratings 80%.
- Rotated merchandise and displays to feature new products and promotions.
- Promoted business strategy by implementing improvements based on guest feedback.
- Managed weekly inventory transactions by creating templates to ensure optimal food and beverage stock.
- Hired, delegated and reviewed sales staff performance and provided comprehensive coaching in customer, inventory control and management .
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
- Reconciled daily sales transactions to balance and log day-to-day revenue with excel.
- Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
- Provided excellent customer service, promoting membership loyalty and increasing customer satisfaction rates.
- Completed bi weekly payroll for 70 employees with exc[Software; and [Softwarepayroll].
- Protected store from loss or theft by setting and enforcing clear security policies.
General Manager Tim Hortons 03/2000 to 08/2003
Tim Hortons Usa – City , STATE
Tim Hortons Usa – City , STATE
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Coordinated weekly conferences with store associates to communicate sales and customer service goals.
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels 93%.
- Devised, deployed and monitored processes to boost long-term business success and increase profit level105%.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Achieved consistent budget targets with optimal expense controls and elimination of unnecessary waste.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Coached 40 sales associates in product specifications, sales incentives and selling techniques, increasing customer satisfaction ratings 90%.
- Rotated merchandise and displays to feature new products and promotions.
- Developed new store location from ground up by hiring and training efficient team.
- Managed weekly inventory transactions by creating templates to ensure optimal food and beverage stock.
- Kept inventories accurate with daily cycle counts and weekly and monthly audits to identify and resolve variances.
- Hired, delegated and reviewed sales staff performance and provided comprehensive coaching in management, customer service and store maintanence.
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
- Reconciled daily sales transactions to balance and log day-to-day revenue with excel.
- Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
- Provided excellent customer service, promoting membership loyalty and increasing customer satisfaction rates.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Completed weely payroll for 40 employees with excel an acconting.
Education
High School Diploma06/1971Oxford Hills Comprehensive High School-
City,
State
Associate of Science: Operations General Management06/1978Mcdonalds Management Studies-
City
Associate of Science: Business ManagementHusson University-
City,
State
Associate of Science: Organizational Leadership08/1997University of Deleware-
City
Accomplishments
- Customer Service - Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.Handled guest complaints, maintaining a positive dining experience for all rest.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Managed more than 800 customers during demanding sales events in an effective and gracious manner.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Managed and led a team of 200 Retail Sales Associates.
- Achieved status as one of top sales performers in the region comprised of 34 stores.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certifications
- Sales Manager Certificate
- Computer Training Certificate
- Microsoft Certified Application Specialist (MCAS)
- Certified Protection Officer (CPO)
- Sales Essentials Certificate
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Resume Overview
School Attended
- Oxford Hills Comprehensive High School
- Mcdonalds Management Studies
- Husson University
- University of Deleware
Job Titles Held:
- Customer Care Representative
- General Manager of Store Operations
- General Manager Tim Hortons
Degrees
- High School Diploma 06/1971
Associate of Science : Operations General Management 06/1978
Associate of Science : Business Management
Associate of Science : Organizational Leadership 08/1997
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