Service-focused professional. Self-directed and self-motivated team player who also works well independently. Personable, outgoing, and dedicated to providing the highest level of customer service with the capacity to multi-task.Extensive cash handling experience. Reliable and punctual indivdual who possesses an excellent work ethic with more than two years in retail. Areas of expertise include inventory, cash management and exceptional customer service that has been described as āsecond-to-noneā by employers.
Seasoned Customer Service Manager specializing in escalated customer concerns who has directed multiple lines of businesses consisting of 37 representatives for the largest Retail Electric Provider in Texas for over two years. Results oriented and committed to delivering success through effective personnel and work flow management with track record of developing a quality call center workforce. Qualified Customer Service Manager offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions. Extensive background in providing advice on diverse customer situations quickly and efficiently. Dedicated to providing excellent customer service and making operational and procedural improvements. Friendly Customer Service Manager with can-do attitude and willingness to help at all times. Quality service, customer retention, productivity and self management are a key focus.
- Cash handling accuracy
- Mathematical aptitude
- Organized
- Detail-oriented
- Excellent multi-tasker
- Strong communication skills
- Flexible schedule
- Dependable
- Time management
- Personnel training and development
- Proficient in MS Office
- High customer service standards
- Service solutions expert
- Call center management experience
- Dedicated to process improvement
- Conflict resolution proficiency
- Customer service management expertise
- Devoted to data integrity
- Negotiation competency
- Strong problem solving ability
- Training manual contributor
- Proficient in customer account software
- Customer Relationship Management software (CRM)
- Adept in automated attendant systems
Routinely assisted as many as 100's of customers each day in a high-volume retail outlet. Contributed to a high percent drop in shoplifting through increased awareness and intervention measures. Received continuous āexceeds expectationsā ratings on performance reviews in all quarters. Promoted within one year to supervisor role. Received offer of further management training within Texas.
Exceeded corporate target for customer satisfaction for 12 months in a row. Promoted to Call Center Floor Manager under two years.
Product Sales
- Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
Customer Interface
- Greeted customers upon entrance and handled all cash and credit transactions.
- Assisted customers over the phone regarding store operations, product, promotions and orders.
Customer Service
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Multi-tasking
- Cashiered with two cash registers at once in tandem to maximize customer flow.
- Database Maintenance
- Assisted in the managing of the company database and verified, edited and modified membersā information..
Brunswick, ME, 05/2012 - Current
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Mastery of customer service management systems and databases.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Referred unresolved customer grievances to designated departments for further investigation.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Prepared reports and communication for senior management and clients.
- Managed high call volume with tact and professionalism.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Acted professionally and patiently when addressing negative customer feedback.
- Met or exceeded service and quality standards every review period.
City, STATE, 01/2010 - 05/2012
- Mastery of customer service management systems and databases.
- Evaluated consumer reports on a monthly basis.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Acted professionally and patiently when addressing negative customer feedback.
- Met or exceeded service and quality standards every review period.
- Managed cashier team/Point of contact for any customer compliments and or complaints.
- Team trainer for new hires.
- Continuous evaluation of efficiency and effectiveness of old and new processes for conducting business as a supervisor while maintaining customer centric mind set.
- Responsible for ensuring safe, clean, efficient work environment for customers as well as fellow employees.
- Cashiering/cash drops with efficiency and accuracy in high paced environment.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Guaranteed positive customer experiences and resolved all customer complaints.
Excellent communication and customer relations skills, Type 60 WPM, Critical Thinking
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Resume Overview
School Attended
- Abilene High School
Job Titles Held:
- Customer Care Representative/Account Supervisor/Floor Manager
- Front End Supervisor
Degrees
- High School Diploma
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