To
find a company with a position as a valuable team member. A business aware manager who has the ability
to drive a Call Center forward and add value to its operations. Experience
in successfully managing, mentoring, coaching and leading a call center team.
Fully understands the value of superior customer care. Possessing excellent
communication skills.Ā My approach is always professional, clear and direct, greatest strengths are the ability to collate, analyse and interpret statistical information. Seeking for a suitable managerial position with a company that strives to make its employees feel like a part of a family.Ā Seeking a business environment where my experience can be utilized to improve/expand customer satisfaction.Ā
Highlights
Client relations specialist
Conflict resolution techniques
Team management
Persuasive
Focused on customer satisfactionTalent development
Skilled multi-tasker
Training and development
Scheduling
Deadline-oriented
Travel administration
Problem resolution
Self-starter
Spreadsheet development
Report analysis
QuickBooks
Staff motivation
Employee training and development
Education
Clairemont High SchoolSan Diego, CAExpected in 2001 ā āHigh School Diploma:General Education - GPA:
San Diego Mesa CollegeSan Diego, CAExpected in 2003 ā ā:Business Management - GPA:
Coursework in Business Administration and CommunicationsĀ
Coursework in Tourism and HospitalityĀ
Principles of Operation Management Course
Certified Pedorthist and Business ManagementĀ
Mira Costa CollegeOceanside, CAExpected in Present ā ā:Real Estate Entrepreneurship - GPA:
Ā California Real Estate Courses: Real Estate Principles,Ā Real Estate Practice, Real Estate Appraisal, and Real Estate Legal Aspects
Real Estate Analysis and Investment courseworkĀ
Skillpath Management Seminars Ā
Accomplishments
Promoted to Call Center Manager in 2014
Played an instrumental role in increasing customer satisfaction ratings index from 30% to 65% within 1Ā years as Customer Service Manager
Created Quality Assurance manual to track and improve employee work development, customer issues, and customer satisfaction.Ā
Experience
Alta Equipment Group Inc. - Customer Support Manager Lansing, MI, 05/2012 - Current
Successfully managed the activities of 35Ā team members. Created training manuals targeted at resolving even the most difficult customer issues. Recruited, managed and mentored an average of 10Ā new customer service representatives per year. Monitored the daily activities of 30Ā customer support agents. Developed, implemented and monitored programs to maximize customer satisfaction. Developed, implemented and monitored programs to maximize customer satisfaction.Ā Interviewed, hired and trained new quality customer service representatives. Provided a high level of product and leadership support to representatives and clients. Effectively communicated with team members to maintain clearly defined expectations. Resolved customer questions, issues and complaints. Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Installed Building Products - Store Manager/Executive Assistant Fairfield, CA, 10/2008 - 06/2012
Responsible for overseeing every phase day-to-day store operations.
Delivered excellent customer service by greeting and assisting each customer.
Handled sales tracking and reporting, inventory control, and helped with employee payroll.
Ensured excellence in customer service and resolved all problems at the store level.
Monthly income/gross reports to CEO and setting up travel arrangements for CEO.
Addressed customer inquiries and resolved complaints.
Determined staff promotions and demotions, and terminated employees when necessary.
Trained all new managers on store procedures and policies.
Salvation Army Usa - Administrative Assistant/Customer Service Representative Orchard Lake, MI, 10/2006 - 05/2011
Opening and Closing of the store, which included counting cash drawers and making bank deposits. Performed transactions using QuickBooks POS system.
Answer and route all incoming calls.
Keeping track of inventory and maintaining the store in a clean condition were essential duties of the job.
Helping and assisting customers with fitting of orthopedic shoes/inserts.
Assisting Owner with clerical duties such as filling, data entry, and management of confidential documents, ordering merchandise, scheduling customers for foot screenings.
Answered customersā questions and addressed problems and complaints in person and via phone.
Helped customers select products that best fit their personal needs.
Educated customers on product and service offerings.
Offered exceptional customer service to differentiate and promote the company brand.
Built customer confidence by actively listening to their concerns and giving appropriate feedback.
Bookkeeping Services - Receptionist/Office Clerk City, STATE, 07/2002 - 10/2006
Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
Designed electronic file systems and maintained electronic and paper files.
Maintained the front desk and reception area in a neat and organized fashion.
Planned meetings and prepared conference rooms.
Dispersed incoming mail to correct recipients throughout the office.
Made copies, sent faxes and handled all incoming and outgoing correspondence.
Served as central point of contact for all outside vendors needing to gain access to the building.
Skills
KEY SKILLS AND COMPETENCIES
Management
Managing Customer Services in a multi services environment.
Strong administrative and organisational skills.
Organizing Help Desk operations.
Coordinating staff recruitment campaigns.
Handling complex customer complaints or inquiries.
Organizing staff rotas.Ā
Personal
Always acting in a professional manner and with absolute discretion.
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School Attended
Clairemont High School
San Diego Mesa College
Mira Costa College
Job Titles Held:
Customer Support Manager
Store Manager/Executive Assistant
Administrative Assistant/Customer Service Representative
