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Customer Service Representative/Support Manager Resume Example

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CUSTOMER SERVICE REPRESENTATIVE/SUPPORT MANAGER
Summary

I am an out-going flexible worker always looking on the positive side even in a rough situation. I always do my best to resolve any issues with a positive attitude. I feel that i am skilled in exceeding sale goals and meeting the company expectations by maintaining high standards of customer service. I always push myself to be the best at what I do job and hobby wise. I am a big team player and will always help out in other departments with covering shifts or even just being an extra set of hands to get the job done. I'm always looking for way to help ensure the customer is satisfied with the experience myself and co workers have presented. I feel I have accomplished in communicating with other team members to ensure prompt quality service. Service-focused professional and friendly team player with a knack for building productive working relationships. Extensive cash handling experience.

Skills
  • Proficient in many software programs
  • Setting reservations
  • Coordinating events
  • Communicating with clients
  • Providing customer support
  • Supplies ordering
  • Energetic work attitude
  • Effective team player
  • Strong communication skills
  • Sharp problem solver
  • Telephone inquiries specialist
  • Active listening skills
  • Staff training and development
  • Excellent multi-tasker
  • Invoice processing
  • Cash handling accuracy
  • Adaptive team player
  • Strong organizational skills
  • Dependable and reliable
  • Flexible scheduling
  • Time management
  • Never lets things effect my job responsibilities 
Experience
Customer Service Representative/Support Manager / Bootbarn, Inc. - Monaca , PA03/2017 - 04/2018

As a Customer Service Representative I :

  • Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
  • Assisted customers with questions and concerns.
  • Managed quality communication, customer support and product representation for each client.
  • Helped train a couple new employees.
  • Informed customers on billing procedures, processed payments and provided assistance to set up payment options. 
  • Processed merchandise returns and exchanges.
  • Developed empathetic client relationships and earned reputation for exceeding sales goals.
  • Achieved high-quality assurance evaluations through multi-tasking and finishing my projects on time.
  • Stocked and rotated inventory occasionally when help was needed.
  • Would help maintain the stores cleanliness and make it presentable for customers to shop.
  • Helped out with the furniture department occasionally  

As the Support Manager(under training) I:

  • Performed store opening duties, including counting cash drawers and printed out the store reports/goals.
  • Cross-trained and provided back-up for other managers when needed.
  • Put damaged products into our system and at night submitted the information. 
  • Made sure myself and all employees were meeting our rewards  and other program goals.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
  • Excelled in exceeding daily credit card application goals when goals were not met
  • Resolved product issues and shared benefits of alternative options.
  • Answered customers' questions and addressed problems and complaints in person and via phone.
  • Assisted customers with store and product complaints.
Guest Service Representative( Night Auditor) / Motel 6 - City , STATE04/2018 - 08/2018

I would see very few customers, but when i did see customers I:

  • Printed reports at start and end of shift making sure all numbers added up.
  • Set and confirmed  reservations for guests in person and by phone.
  • Quickly and courteously resolved all guest problems and complaints.
  • Checked in guest and verified everything on the reservation was correct.
  • Cleaned up the lobby during free time.
  • Folded and stocked front with towels, toilet paper, and all other amenities. 
  • At 5 a.m I prepared to start the Audit Reports, gathered paperwork from housekeeping and front desk for that business day,
  • Matched all numbers to ensure cash and credit cards were charged correctly.
  • Verified all cash drops were done and processed properly. 
  • Verified which rooms were to be cleaned for housekeepers.
  • Made sure coffee was always filled for guest checking out.
  • Ending shift i made sure all complaints or issues were told to who ever relived my shift so they were aware and made sure the issue was fixed. 
Guest Experience Maker / La Quinta Inn & Suites - City , STATE08/2018 - 01/2019
  • Signed for packages that came to the organization and distributed them to the appropriate personnel.
  • Solved minor/major customer issues and ensured that any major problems were immediately passed on to the manager/maintenance/housekeeper .
  • Provided key administrative support to my coworkers. 
  • Handled money for customers and visitors.
  • Confirmed transactional data.
  • Managed a team of two-three front desk agents and helped them to resolve issues that arose during their shifts.
  • Cross-trained  in various roles like maintenance, audit, or housekeeping.
  • Referred guests to local restaurants and recommended attractions in the area.
  • Offered guest to enroll in our program and made sure i met each months goal of enrollments.
  • Would resolve any third party reservations.
  • Made sure any maintenance issues were put  into the system and solved within the next day.
  • Ran an extra amenities guest requested were taken to the guest with in 5 minutes.
  • Closing my shift I made sure all money added up to the system and every card was charged correctly. And passed on any issues to the auditor.

I did also help out with audit occasionally whenever it was needed due to vacations, illnesses, or weather. When helping out with that position I:

  • Stocked amenities in the back for the front desk if it was needed.
  • Assigned rooms and printed out reg forms for the rest of the reservations left for the night. 
  • At 1:15 a.m i started the process of the audit.
  • Went through reports to make sure no errors were made through out that business day.
  • Organized the reports in the correct order. 
  • Made sure the money taken from the dropbox was correct and evened out.
  • After i finished audit with the free time i had till 4 a.m I was to clean the lobby and make it presentable.
  • At 4 a.m i started setting up our free continental breakfast and made sure everything stayed stocked until I was off the clock. 
  • Checked guest out and made sure everything with their stay was up to exceptions and invited them to come stay with us again. 
Assistant Store Manager / Piercing Pagoda - City , STATE03/2019 - Current
  • Assisted in overall day-to-day operations of store including continuous development of effective store associates to achieve desired sales and results.
  • Assessed, optimized and elevated operations to target current and expected demands.
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
  • Trained multiple employees in inventory practices, POS systems and product knowledge, contributing to 100% increase in customer satisfaction ratings.
  • Replenished merchandise, welcomed customers, responded to questions and maintained overall presentation of store.
  • Coached and developed store associates through formal and informal interactions.
  • Helped team members deliver polite and positive service to every customer by closely monitoring behaviors and offering constructive guidance.
  • Recruited, interviewed and hired individuals demonstrating passion, dedication and added value to team.
  • Collaborated with management heads to identify opportunities, develop timely solutions and create action plans.
  • Set schedules and delegated assignments based on team member strengths to optimize floor coverage and service levels.
  • Mentored team on effective upselling and cross-selling techniques.
  • Assured every team member is as knowledgeable about our products by conducting role play.
  • Checked in shipments assuring all product was delivered correctly.
Education and Training
Larragoite Academy - City, State2017High School Diploma
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How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

72Average
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Resume Overview

School Attended

  • Larragoite Academy

Job Titles Held:

  • Customer Service Representative/Support Manager
  • Guest Service Representative( Night Auditor)
  • Guest Experience Maker
  • Assistant Store Manager

Degrees

  • Larragoite Academy - City, State 2017 High School Diploma

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