Resourceful and client-focused Customer Service Manager with over 25 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.
Skills
Conflict resolution techniques
Client relations and retention
Expertise in sales
Customer Service
SMART software proficiency
Deadline-oriented
Team management
Cross-functional collaboration
Focused on customer satisfaction
Product Knowledge
Skilled multi-tasker
Schedule coordination
Training and coaching
Meticulous attention to detail
Experience
Customer Service Manager, 06/2018 - Current Emerald Expositions – Remote, NJ,
Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
Created training manuals targeted at resolving simple and difficult customer issues.
Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
Developed open and professional relationships with team members, enabling better, more effective customer service.
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.
Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Worked with Front End Coach to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Worked with Front End Coach to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
Assessed departmental operations to determine areas for customer service improvement and support.
Store Manager, 01/2011 - 05/2020 Cumberland Farms – Whitehall, NY,
Contributed to merchandising ideas at team sales meetings to increase sales.
Improved store status from market worst to best by implementing process improvements and identifying performance gaps for corrective action.
Strengthened work flow productivity by hiring, managing and developing top talent.
Oversaw POS operations and cash management to reduce errors.
Oversaw company merger to drive seamless transition and integration of operations.
Minimized financial discrepancies by accurately controlling monthly operations budget.
Conducted staff evaluations and determined promotions and realignments or reductions in workforce.
Shared product knowledge with customers and offered personal recommendations to boost upselling and cross-selling goals.
Built loyal customer base by delivering excellent service and stocking in-demand products.
Worked closely with Area Manager to formulate and build store brand and strategy.
Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Coached and empowered employees by creating and sharing motivational vision plans.
Delegated work to employees based on shift requirements, individual strengths and unique training.
Fostered healthy team environments to promote collaboration and boost productivity.
Restocked inventory upon shipment arrival and checked merchandise into system to maintain accurate records.
Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
Interviewed, hired, supervised and trained employees and instituted mentoring program to develop skills, leadership and employee excellence.
Assessed, optimized and elevated operations to target current and expected demands.
Resolved customer problems by investigating issues, answering questions and building rapport.
Met budget targets by controlling expenses and eliminating wasteful behaviors.
Oversaw annual store budget while working closely with corporate and financial departments on reporting and payroll.
Secured store perimeter and enforced safety procedures to minimize losses and protect assets.
Maintained adequate temperature and humidity in stockrooms to preserve product freshness and quality.
Implemented succession planning by training and developing associates into leadership positions.
Trained employees on store security, monetary procedures and customer service expectations.
Banker, 04/2013 - 05/2018 People's United Bank – Cutchogue, NY,
Verified amounts and integrity of every check or funds transfer.
Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders.
Helped customers open and close accounts, apply for loans and make sound financial decisions.
Counted as much as $1.2 million in daily funds with manual and machine-assisted methods.
Maintained optimal financial controls by securing funds and making accurate transactions.
Met or exceeded sales goals by promoting bank products and services in every interaction.
Made continuous business adjustments to improve branch operations.
Developed culture of success rewarding performance, productivity and sales results.
Reviewed accounts for signs of fraud and turned over details to law enforcement officials.
Networked in community, obtained referrals from customers and used sales techniques such as cold calling to increase business.
Set up new and regularly serviced existing accounts to bring in maximum revenue.
Attended local gatherings and networking events as bank representative to establish community relations and generate potential customer leads
Completed daily cash balancing, including the ATM.
Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
Adhered to bank and legal guidelines for reporting, loan approvals, and money handling.
Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
Met with new clients and completed pre-qualification procedures.
Completed thorough and accurate documentation for all money movements, deposits or withdrawals.
Achieved or exceeded personal sales goals on consistent basis.
Established standards and oversaw implementation of Record Retension department.
Customized products and services to meet specific banking requirements.
Advised customers on bank products, services and financial planning options.
Modified, opened and closed customer accounts.
Education and Training
High School Diploma: , Expected in - MTI Business College - Cleveland Ohio, GPA:
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