Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Organized leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Agile and adaptable with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking communication style focused on maximizing engagement and satisfaction.
Skills
Leadership
Flexible & Adaptable
Training & Development
Interpersonal Communication
Organization and Time management
Critical thinking
Conflict resolution
Teamwork
Detail-oriented
Work History
09/2013 to Current
Global ExpertPlanet Fitness Inc. – Kettering, OH,
Assisted in new hire orientations and provided onboarding and training for new employees.
Provided real time support to agents via ASAPP
Used Playbook strategies to promote exceptional customer service and create positive environment for employees and clients.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers.
Offered advice and assistance to customers, paying attention to special needs or wants.
Used company approved steps accurately and effectively to evaluate billing and technical problems to find appropriate solutions.
Recommended products to customers, thoroughly explaining details.
Proved successful working within tight deadlines and fast-paced atmosphere.
Evaluated employee skills and knowledge regularly, training and mentoring individuals with developing skills.
Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
Coached team members in techniques necessary to successfully complete job tasks.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Identified individual agent's unique learning styles and adapted teaching and training methods.
Evaluated agent performance and coached to improve weak areas while operating in Team Lead function.
Developed training material, tasks and process guidelines and communicated clear and concise directions to agents in Certified Tech T-Pod
Facilitated new hire training for CXO site launches in Las Vegas, Nevada and Coure d' Alene
Managed day to day operations for teams of agents in absence of coaches
Worked within Basecamp to train corporate employees of all levels in front line operations to improve functional expertise throughout all lines of corporate business operations
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
06/2012 to 09/2013
Customer Service RepresentativeCarrier Enterprise – Middletown, CT,
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Resolved concerns with products or services to help with retention and drive sales.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Described product highlights and benefits to help guide purchasing decisions.
Educated customers on current promotions, upgrades or new offerings available under current plan.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Researched issues through identification of similar past problems and recommended most appropriate solution.
Contributed to company achieving and holding industry-leading customer service ratings.
Assisted peers in development and processes to improve metrics
Resolved diverse range of technical issues across multiple systems and applications for customers
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Assisted customers with product selection based on stated needs, proposed use and budget
Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
01/2011 to 05/2012
Store ManagerRadioShack – City, STATE,
Coached sales associates in product specifications, sales incentives and selling techniques
Oversight of 6 hourly employees
Approved regular payroll submissions for employees.
Analyzed and interpreted store trends to facilitate planning.
Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
Protected store from loss or theft by setting and enforcing clear security policies.
Managed inventory control, cash control and store opening and closing procedures.
Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
Supervised guests at front counter, answering questions regarding products.
Completed all point of sale opening and closing procedures, including counting contents of cash register.
Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
Education
Expected in
Associate of Arts: Business Management Northeastern Junior College - Sterling, CO GPA:
Expected in
Associate of Arts: Business Management University of Phoenix - Tempe, AZ, GPA:
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