Proactive Customer Service Manager with excellent time management skills and the ability to multi-task while working within the parameters or deadlines and time constraints of the company and/or the customer. Offering more than 25 years of hands-on experience in retail operations, customer service, and customer satisfaction. Disciplined and professional, committed to not only driving sales goals, but ensuring above and beyond customer satisfaction and expectations. Results-driven Customer Service Executive offering over 25 years of Customer Service experience combined with enterprising approach to handling all department needs and promoting business success. Excellent salesperson with organized approach and diligent follow-through. Trained in diverse strategies for achieving revenue and cost-control objectives.
Skills
Supply and inventory management
Department Head
Order processing
Retail
Rules and regulations
QA
Supervisor
Training and mentoring
Staff development
Consultative and relationship selling
Profit and revenue-generating strategies
Issue and conflict resolution
Cross-cultural sales background
Sales process
Rapport and relationship building
Contract development and management
Promotional sales events
Systems and automation applications
Social media savvy
Complex project negotiations
Compelling leadership skills
Sales tracking
Service-driven sales
Client relations and retention
Proficient in Excel
Conflict resolution techniques
Meticulous attention to detail
Quality assurance controls
Persuasive
Microsoft and IOS software proficiency
CRM
Deadline-oriented
Expertise in sales
Focused on customer satisfaction
Superior computer skills
Research ability
Workforce Management
Customer Service
Product Knowledge
Skilled multi-tasker
Account management
Project management
PC proficient
Mail management
Recordkeeping and bookkeeping
Business writing
Insurance eligibility verification
Cash deposit preparation
Travel administration
Program file distribution
Advanced MS Office Suite knowledge
Timeline Planning and Management
Account balancing reconciliation
Accounting support
10-key proficiency
Excel spreadsheets
Back office operations
Detailed meeting minutes
Microsoft
Document retrieval
Transporting files
Technologically savvy
Memo preparation
CRM and office management software
Proposal writing
Sensitive material handling
Data entry documentation
Records management systems
Tech-savvy
Professional and mature
Negotiation
Appointment scheduling
Confidential document control
Invoicing and billing
Phone call answering
Staff training and development
Expense reporting
Business Planning
Data organization
Proofreading
Administrative operations
Certified Microsoft Office Specialist
Account reconciliation
Database entry
Medical terminology
Dedicated team player
Organization and efficiency
Scheduling and calendar management
Project Planning
Strong negotiation abilities
Ability to manage files
Great planning skills
Knowledge of leasing and market conditions
People skills
Organizational skills
Critical thinking
Working collaboratively
Report creation
Report generation
Credit card payment processing
High-energy attitude
Product organization
Adaptive team player
Microsoft Office expertise
Retail sales customer service
In-store support
Sales expertise
Senior leadership support
Shipping and receiving understanding
Stockroom procedures
Quality control
Store maintenance
Clerical support
Office equipment proficiency
Customer relations
Courteous demeanor
Process optimization
System implementation
Inbound and Outbound Calling
Problem-solving abilities
Data evaluation
Promotional support
Customer relations
Project management abilities
Call Center Operations
Experience
06/2019 to 04/2020
DEPARTMENT MANAGER, Department Sales ManagerHome Depot – Caldwell, ID,
Responsible for greeting customers, attending to their needs in locating merchandise, order requests, purchases and/or returns.
Role Model and Mentor guiding, informing and coaching association in store requirements and policies with the objective of maintaining a high quality of customer service, production, and nothing less than 100% customer satisfaction.
Working alongside various colleagues and staff to ensure goals, objective, and marketing thresholds are not only met but exceeded.
Operating various points of sales systems (POS) and all its related components; researching, producing, and auditing various customer purchase information as needed.
Professionally addressing and resolving all challenges presented by either colleagues or customers with confidence, accuracy, positive feedback, and the utmost customer satisfaction.
Worked closely with sales associates to complete tasks.
Followed all safety protocols and company processes and procedures.
Enforced safety rules and other policies to protect employees and minimize company liability.
Performed opening and closing duties as part of management team, including cash management.
Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
Cultivated talented team of departmental employees through outstanding mentoring, coaching and teaching skills.
Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Discussed strategic objectives to establish department priorities, mentoring staff with feedback and consistent follow-up.
Managed team execution of key initiatives to maintain operational excellence within department.
Balanced workloads to meet targets without overtaxing employees.
Utilized excellent math skills to maintain accurate inventory levels.
Employed process improvement initiatives within department.
Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
Assessed, optimized and elevated operations to target current and expected demands.
Supported audit compliance to enforce department and stockroom controls.
Communicated with merchant and vendor partners to coordinate merchandise returns and damaged products.
Calculated expenses to correctly mark-up merchandise, remaining competitive.
Executed departmental budgets to minimize operating expenses and maximize revenue.
Analyzed internal and external customer behaviors, trends and preferences to create promotional programs.
Aided in negotiation with vendors and suppliers to reduce overall costs.
04/2017 to 07/2019
FRONT DESK MANAGER/Night Auditor SupervisorHAMPTON INN BY HILTON – City, STATE,
Greet guests professionally anytime during their visit, always ensuring that their needs are being met.
Verifying and confirming the guest’s information that is obtained during check-in and/or check-out for accuracy and validity and providing detailed receipts upon request.
Verifying and confirming room rate, selection or room, location, electronic room coding, and advising guests of programs, specials, and available amenities on and off the property.
Responsible for accurate financial record keeping, during daily auditing.
All sales including but not limited to beverage, food, and guest bookings.
Auditing, posting, balancing, and reconciling of all daily transactions to ensure its accuracy.
Locating and resolving all discrepancies without sacrificing customer satisfaction.
Responding to guest inquiries or concerns professionally with great customer satisfaction in its resolution.
Retrieve and relay any messages or discrepancies to guests in a timely and professional manner.
Coordinated with guest services and concierge team to meet guest needs.
Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
Assisted hotel guests with check in and out procedures courteously.
Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
Documented wake-up requests and set up automatic calls in system.
Completed all nightly updates to hotel rates and individual room charges.
Checked auditing discrepancies by reconciling cash drop and credit card transactions.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Maintained cleanliness of bathrooms, lobby and front desk.
Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
Performed balance procedures for hotel accounts and resolved discrepancies.
Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool and spa.
Updated accounts and logs throughout shift to keep up with all requirements.
Attended all mandatory meetings for hotel staff and brought issues to attention of upper management.
Assessed checklist on daily basis and planned shift accordingly.
Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
Arranged special accommodations for guests to maintain optimal satisfaction.
Monitored reservations to track incoming parties and special events.
Facilitated front desk operations for busy high-volume hotel.
Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
Balanced accounts and conducted nightly audits to keep bookkeeping current.
Reviewed item requests and room service orders for accuracy and any needed assistance.
Managed inventory of keys and linens each day and included all necessary information on audit reports.
Informed travelers of hotel security features and offered details regarding fire and emergency procedures.
Explained and pointed out property details to guests, including dining areas, pool, spa and fitness center.
Posted room charges such as food, liquor and telephone calls based on individual customer actions.
Input customer data into reservation software and made immediate updates to reflect room changes.
Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
Shared information with patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
Secured guest valuables in main safe or individual boxes.
03/2010 to 07/2018
CUSTOMER SERVICE/SALES ASSOCIATET-MOBILE USA – City, STATE,
Providing first class individualized yet professional personal customer satisfaction either via phone or by hands-on demonstrations of the latest technology, device functions, plans and pricing options.
Assisting customers with questions regarding new devices or plans.
Always ensuring 100% accuracy.
Assisting customers with their initial setup, data transfer, equipment questions or functions and educating customers on various operational abilities.
Upsell new inventory items and services based on customer needs.
Providing solutions above and beyond device, service plan, and accessories by listening to the customer.
Consult and follow-up with customers in an effort to streamline technology requirements, complete and total understanding of products and services and ensuring 100% customer satisfaction.
Work closely with in-house business sales and management teams to ensure goals are being met.
Trouble shooting any technical issues and educating customers in various software downloads, demonstration of features, products, services, and replacement options.
Listening to the customer and their needs and being able to resolve and transition any issues.
Engaging with all customers for their service and sales needs with patience and professionalism and 100% satisfaction guaranteed.
Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
Sold various products by explaining unique features and educating customers on proper application.
Built and maintained relationships with peers and upper management to drive team success.
Answered incoming telephone calls to provide store, products and services information.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Assisted teammates with sales-processing tasks to meet daily sales goals.
Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
Offered product and service consultations and employed upselling techniques.
Built trusting relationships with customers by making personal connections.
Met merchandise processing standards and maintained organized and accessible work area.
Coordinated activities with other departments to ensure quality customer service.
Acted as initial contact in addressing customer concerns.
Trained all new sales employees on effective sales, service and operational strategies to maximize team performance.
Facilitated timely product launches and delivered exceptional customer service to enable account retention and growth.
Negotiated and closed deals with minimal oversight.
Mentored team members in mastering sales techniques to consistently exceed objectives.
Processed orders through company system and coordinated product deliveries.
Worked with fellow sales team members to achieve group targets.
Prepared cash deposits up to no set amount with zero discrepancies.
Surpassed daily sales goals by cross-selling by promoting additional products.
Recorded and resolved daily transactions to promote revenue generation and customer satisfaction.
Acted as point of contact for internal and external customers across departments.
Education and Training
Expected in 05/2006
BACHELOR OF ARTS: COMMUNICATIONS FLORIDA ATLANTIC UNIVERSITY - Boca Raton, FL, GPA:
Expected in 05/1999
High School Diploma: SPANISH RIVER COMMUNITY HIGH SCHOOL - Boca Raton, FL, GPA:
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