Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
Boost customer service team productivity while maximizing customer satisfaction with strategic call management and process improvement strategies. Skilled leader with excellent program management, relationship-building and administrative expertise. Accomplished in training new employees and mentoring established associates to drive continuous improvement.
Skills
Conflict resolution techniques
Client relations and retention
Talent development
Expertise in sales
Training and coaching
Project management
Workforce Management
Customer Service
Schedule coordination
Meticulous attention to detail
Team management
Quality assurance controls
Skilled multi-tasker
Product Knowledge
Deadline-oriented
Training programs
Experience
Customer Service Manager, 06/2016 to Current Westrock Company – Cincinnati, OH,
Developed open and professional relationships with team members, enabling better, more effective customer service.
Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
Developed new sales scripts and strategies to expand profit opportunities.
Interviewed, hired and trained new quality-focused customer service representatives.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
Delta Crawfish, 01/2013 to 06/2016 Devalin Duke – City, STATE,
Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
Instructed new team members on correct procedures for all areas of operations.
Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.
Collaborated with trainees to bolster understanding of project management, safety and inventory waste to meet pre-established business thresholds for operation.
Documented needs for performance improvement, safety and customer service to optimize operations.
Estimated potential worker issues to produce detailed resource documentation.
Lent hands-on training services to maximize employee efficiency.
Stayed up to date on requirements of all team positions to optimize training.
Developed skill-specific training programs to promote employee development.
Leveraged simulations, team exercises and group discussions to increase training program engagement.
Dairy Queen, 07/2007 to 12/2012 Dairy Queen – City, STATE,
Drove team success by completing assigned task quickly and accurately.
Identified unacceptable work or materials and independently corrected problems to keep operations on-target.
Kept activities moving smoothly by coordinating schedules and personnel.
Assisted management with monthly inventory control and weekly stock ordering.
Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
Upheld high standards of productivity and quality in all areas of operations.
Remained mindful of workplace safety according to predetermined specifications.
Observed safety precautions and practices when using heavy machinery and equipment.
Accepted transaction payments, making change for cash payments and processing credit cards, debit cards and gift cards.
Monitored and counted food stock and supplies to reorder on time.
Restocked workstation with supplies and communicated out of stock items to management.
Processed credit card payments and gave counter slips to customers for signatures.
Mastered point-of-service (POS) computer system for automated order taking.
Completed opening, closing and shift change tasks to promote store efficiency.
Maximized customer satisfaction by quickly addressing and resolving complaints with food or service.
Organized food items on serving trays and in carry-out packages.
Built brand loyalty and accomplished customer satisfaction by working well with other food service team members.
Accurately made change for cash transactions.
Kept customer and food preparation areas clean and well-organized for maximum efficiency.
Verified orders and bagged items for easy transport.
Entered requested menu items into POS terminal, modifying with substitutions and add-ons to customize orders.
Stored food in designated areas following wrapping, dating, food safety and rotation procedures.
Washed, peeled, cut and measured recipe ingredients.
Complied with company service standards, including inventory and cash control procedures.
Resolved customer concerns and relayed relevant information to supervisor.
Utilized approved food recipes and production standards to monitor quality, serving temperatures and standard portion control.
Education and Training
High School Diploma: , Expected in 05/2007 Doniphan High School - Doniphan, MO GPA:
: Respiratory Therapy/ Associates , Expected in Black River Technical College - Pocahontas, AR GPA:
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