- Montgomery Street, San Francisco, CA 94105
- H: (555) 432-1000
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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.
- Conflict resolution techniques
- Client relations and retention
- Expertise in sales
- Customer Service
- SMART software proficiency
- Deadline-oriented
- Team management
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- Cross-functional collaboration
- Focused on customer satisfaction
- Product Knowledge
- Skilled multi-tasker
- Schedule coordination
- Training and coaching
- Meticulous attention to detail
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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.
High School Diploma: , Expected in
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MTI Business College - Cleveland Ohio,
GPA:
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