(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Goal-oriented Customer Service Manager with over 10 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Personable Member Service Representative offering 10 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level. Customer service management professional experienced in credit card services, fraud operations and collections. Team player with exceptional listening and critical thinking skills. Conscientious employee with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Focused Customer Service Manager offering 10 years of combined experience in sales management, office administration and customer service. Proven success in developing high-performance teams and streamlining day-to-day office activities. Well-versed in accounting functions with proficiency in QuickBooks. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 10-year background maintaining customer satisfaction and contributing to company success. Proficient in Dove Network, Teleflora and From you flowers sales. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated floral expertise, including competitive offerings, pricing and market positioning.

Putnam City North High School Oklahoma City, OK Expected in GED : - GPA :
  • Customer Relationship Management Software (CRM)
  • Personnel training and development
  • Budgeting and reporting
  • Inter-department collaboration
  • Skilled trainer
  • Complaint resolution
  • Customer Relations
  • Staff education and training
  • Logistics policies and procedures
  • Retail platforms
  • Sales proficiency
  • Negotiation expert
  • Telemarketing expertise
  • Exceptional interpersonal communication
  • Schedule Management
  • Purchasing and procurement
  • Sales expertise
  • Training and mentoring
  • Staff Management
  • Customer-focused
  • Process improvement specialist
  • Excellent time management skills
  • Effective problem solver
  • Team Building
  • Administrative support
  • Shipping, receiving and warehousing
  • Exceptional telephone etiquette
  • Effective workflow management
  • Research and due diligence
  • Adherence to high customer service standards
  • Cash Handling
  • Account management
  • Successfully recruited and trained close to 20 new customer service representatives.
  • Resolved product issue through consumer testing.
  • Achieved Unique funeral pieces by completing each step with accuracy and efficiency.
  • Collaborated with team of up to 5 individuals in the development of personalized events and weddings.
  • Supervised team of 3-25 staff members dependent on location of job.
Work History
Onpoint Group - Customer Service Manager
Winter Haven, FL, 05/2019 - Current
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assisted customers with navigating internal and networking systems to obtain recurring customers, and boost sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing yearly sales targets.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Managed department call volume of an average of 60 calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
  • Devised and published metrics to measure organization's success in delivering world class customer service.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
  • Followed through with client requests to resolve problems.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
  • Drove customer satisfaction by providing recommendations for greenery and flower pairings.
  • Prepared new flower and greenery shipments for arrangement by stripping leaves below waterline, cutting new flowers, mixing flower food solutions and filling floral containers with food solutions.
  • Maintained thorough knowledge of needs, characteristics and varieties of flowers and greenery used in shop to inform arrangement decisions and provide information to customers.
  • Developed individualized arrangement recommendations based on customers' budget, occasion and preferences.
  • Quoted, generated and processed customer orders to meet specifications and various occasions.
  • Provided customers with care directions for flowers, including ideal temperature and how often water should be changed.
  • Worked with customers to determine type of arrangement desired, occasion and date, time and location for each arrangement needed.
  • Transported and set up floral arrangements for large-scale functions, comprising weddings, funerals and banquets.
  • Sourced and selected wholesale flower distributors aligned with inventory needs and customer demand.
  • Prepared various floral arrangements, including potted plants and bouquets based on customer requirements.
  • Imparted knowledge on plants and flowers to customers, including how to properly care for purchases.
  • Collaborated closely with customers to create unique designs for bouquets, wreaths and gifts.
  • Properly package flowers and plants for damage-free delivery.
  • Consulted with clientele to discuss special occasion floral designs for weddings, funerals and other events.
  • Researched latest design trends, colors and vendor products for use in new pieces.
  • Increased customer satisfaction by resolving any issues.
  • Monitored all company inventory to ensure stock levels and databases were updated.
Labcorp - Break Out
Naperville, IL, 10/2018 - 05/2019
  • Followed company policies and OSHA requirements to maintain work safety.
  • Multi-tasked to keep all assigned projects running effectively and efficiently.
  • Logged, trafficked and updated projects in job management software.
  • Promptly removed completed loads from lines.
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Approached browsing customers to initiate conversations to determine buying preferences.
  • Tracked down hard-to-find merchandise at diverse locations.
  • Helped customers complete purchases, locate items and join reward programs.
  • Supported loss prevention goals by monitoring shopper behavior.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Kept Back break out room and flat areas clean, tidy and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Organized showroom accessories and restocked shelves.
  • Displayed merchandise by arranging in appealing ways to boost sales.
  • Folded and arranged merchandise in attractive displays to drive sales.
  • Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
  • Processed and entered all customer orders into database and provided proactive customer service for all accounts.
  • Reviewed order data to verify transactions and shipping dates.
  • Worked with vendors to schedule more daily pickups and severak weekly deliveries.
  • Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
  • Maintained department procedures manual detailing processing requirements for each individual account.
  • Monitored and reported on transportation costs and properly filed shipping documents.
  • Collaborated with new and established vendors to negotiate optimal pricing and scheduling.
  • Completed timely data entry of new orders, labeled containers and placed in accurate storage locations.
  • Maintained damaged goods records, backorder logs and applicable regulatory reporting.
  • Organized purchase and delivery of materials needed for various contracts.
  • Printed tickets, picked supplies and filled packages under tight deadlines.
  • Unloaded pallets and deliveries and organized products in warehouse.
  • Double-checked cargo inventories and documentation for accuracy.
  • Recorded regular progress and issues with products.
  • Regularly reviewed invoices and double-checked orders.
  • Worked with vendor representatives to resolve damaged shipments and item shortages.
  • Compared shipping orders and invoices against contents received to verify accuracy.
  • Coordinated storage areas to optimize materials movements and minimize labor hours.
  • Worked with inventory managers and unloaders to plan deliveries.
  • Divided and categorized cargo received and redirected shipments in response to customer requests.
  • Handled day-to-day shipping and receiving overseeing more than 200 large packages per day. Opening, sorting, hanging, folding and singe handedly unpacked all softline materials.
Marriott International - Manager
Petaluma, CA, 06/2018 - 01/2019
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
  • Recorded inventory sales into organization's weekly income report.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
  • Cross-trained existing employees to maximize team agility and performance.
  • Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
  • Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
  • Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
  • Prepared and recommended long-range plans for development of department personnel.
  • Accomplished multiple tasks within established timeframes.
  • Onboarded new employees, including training, mentoring and new hire documentation.
  • Delivered feedback to decision-makers regarding employee performance and training needs.
  • Evaluated report data to proactively adjust and enhance operations.
  • Propelled continuous improvements and strategically capitalized on current market trends.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Dave And Judy's - Bar Manager
City, STATE, 07/2010 - 08/2012
  • Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks and customer-focused events.
  • Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.
  • Took customer orders and capitalized on opportunities to sell special beverage and food options.
  • Motivated and disciplined employees and implemented new mentoring program, which increased worker morale.
  • Recruited, hired and trained staff on bar practices, customer service standards and productivity strategies, providing 50% improvement over prior onboarding process.
  • Polished glassware, bussed tables and removed debris to keep customer areas clean.
  • Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
  • Merged productivity initiatives while complying with restaurant policies and procedures.
  • Crafted popular cocktail menu for customers preferring liquor and spirits to wine.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Determined business needs by acquiring client feedback for process improvements.
  • Upsold daily specials and beverage promotions to exceed daily sales goals.
  • Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
  • Implemented drink prep procedures that significantly reduced wasted stock.
  • Closed out cash register and prepared cashier report at close of business.
  • Consulted with owner to organize special events and promotions.
  • Improved customer service rankings by resolving issues quickly and accurately.
  • Capitalized on opportunities to advance operations and mixology knowledge, enhancing customer service with refined and current expertise.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Maximized customer service by training staff, overseeing operations and resolving issues.
  • Decreased waste, following strict recipes and drink measurement protocol.
  • Increased profits with enhanced inventory oversight and strategic pricing adjustments.
  • Reduced labor costs by improving employee schedules and workflows to capitalize on individual strengths and better meet forecasted customer demands.
  • Checked ID cards and verified bar guests were of legal age.
  • Followed all safety requirements for alcohol service and maintained network of available ride services for inebriated customers.
  • Handled large amounts of cash on daily basis, which built trustworthiness and loyalty with owners.
  • Assisted servers with specialty drinks orders by preparing on-demand items without delay.
  • Poured and prepared mixed drinks for over 100 customers daily.
Additional Information

I have designed and completed many unique shapes and designed floral arrangements. I have regularly helped consult with the events and weddings as well as helped create a unique one of a kind experience for each individual that has come into the shop, called in or emailed. We take time to get to know each event planner to ensure the best fit and quality for the task. I have stepped into the role of management at the flower shop with out the title to help ensure the owner gets to spend more time doing other tasks that she either enjoys or excels at, thus making the business run and function in a more effective and smooth order.

I value accountability in the work place, an open form of communication, and full disclosure/ honesty. I strive to continue to learn, be it from a mistake or the correct way of accomplishing which ever task I'm working on at that point.

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School Attended

  • Putnam City North High School

Job Titles Held:

  • Customer Service Manager
  • Break Out
  • Manager
  • Bar Manager


  • GED

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