Dedicated customer service manager with 10+ years of experience; Consistently achieve record-high customer satisfaction
rankings, improvements to the bottom line and turnaround of underperforming operations.
Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a
key driver of company goal attainment. Lead by example and ensure the execution of all guidelines and store
Customer Service Representative08/2015 to CurrentT mobileBirmingham, AL
Aid customers who call in with past due accounts, billing disputes or other
financial services questions
Evaluating and modifying accounts based on customer needs
Demonstrate the ability to work well with others, both internally and externally
Use strategic thinking to successfully collect payments on past due accounts and
make account credits as needed
Maintain a high volume workload within a fast paced work environment balancing
up to 100 inbound calls per day
Use computer systems to quickly and effectively to resolve customers concerns.
Sales Manager04/2013 to 08/2015Macy's Department StoreBirmingham, Al
Assist in driving sales through active leadership on the sales floor.
Developed associates on a personalized level.
Training consisted of active coaching in the moment as issues or
relevant situations presented themselves as well as coursework mandated by the company.
Maintained company standards and visual guidelines.
Confer with customers by telephone or in person to provide information about products or services, take or enter
orders, cancel accounts, or obtain details of complaints.
Check to ensure that appropriate changes were made to resolve customers' problems.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as
well as actions taken.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Actively looking for ways to help people.
Understanding written sentences and paragraphs in work related documents.
Communicating with people outside the our organization, representing the organization to customers, the public,
government, and other external sources.
This information could have been changed in person, in writing, telephone
Store Manager08/2011 to 04/2013Kids Foot LockerBirmingham, AL
Assisted with leading the store team to provide an exceptional in-store customer experience.
Involved in all aspects of the store operations including selling, customer service, training, employee management,
visual merchandising and asset protection.
Maintained high standards in sales and safety that complied with company guidelines
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise,
refunding money, or adjusting bills.
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using
The ability to listen to and understand information and ideas presented through spoken words and sentences.
Master of Science2018University of Alabama at BirminghamBirmingham, AL
Bachelor of Science: Secondary Education - concentration in Biology2010Alabama State UniversityMontgomery, ALCum Laude