Accomplished,results-driven Customer Service Manager with over a 16-year track record of success in driving business development and revenue growth. Possess exceptional organizational and interpersonal attributes and a proven determination to succeed.Highly-skilled in managing multi-functional staff members using dynamic follow-through,astute professionalism, and a stellar work ethic. Apply motivating leadership skills toward inspiring others to reach for the next level of success.
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Promoted to Customer Service Manager after 12 months in the Assistant Manager position.
Facilitate community/public relations by actively participating in company sponsored fundraisers to support non-profit organization with the proceeds
go to local charities (i.e. March of Dimes, Cmn, Special Olympics.).
Named "Employee of the Month" in April 2004.
Created training manuals targeted at resolving even the most difficult customer issues.
Monitor and manage the daily activities of 65 customer support team staff.
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Owned team productivity metrics.
Interviewed, hired and trained new quality customer service representatives.
Provided a high level of product and leadership support to customer representatives
Addressed negative customer feedback immediately.
Routinely prepared and evaluated reports to identify problems and areas for improvement.
Effectively communicated with team members to maintain clearly defined expectations.
Effectively managed departmental expenses to stay within allocated budget.
Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
Developed rapport with the customer base by handling difficult issues with professionalism.
Responsible for cash handling,safe,and ATM procedures.
Responsible for maintenance and administration of store systems.
Responsible for total store in the absence of the Store Manager and Assistant Store Manager, including opening and closing responsibilities when acting as manager-in-charge.
In charge of same daily responsibilities as Customer Service Manager while absent.
Supervise,scheduling,hiring,training, payroll, implement policies, procedures and disciplinary actions when necessary.
Maintain cash accountability,ATM,store systems.
Responsible for time and attendance information,coordinated job class training,processed personnel information for store associates and new hires
Maintained, analyzed, and processed payroll.
Provided associates with information about company policies,rules and regulations.
Organized weekly sales reports for the sales department to track product success.
Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
Worked under strict deadlines and responded to service requests and emergency call-outs.
Responsible for engaging customers, assuring a pleasurable shopping experience, product knowledge, suggestive selling, quick service time for overall satisfaction to the customer.
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