Livecareer-Resume
JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Resourceful and client-focused Customer Service Manager with over [Number] years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.

Driven Customer Service Manager offering [Number] years of expertise in sales management, office administration and customer service. Demonstrated developing highly effective teams to foster project completion and efficiency. Adept at overseeing and executing accounting functions with proficiency in QuickBooks.

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Skills
  • Microsoft Office
  • Planning
  • Time management
  • Collaboration
  • Team building
  • Organizational skills
  • Training & Development
  • Leadership
  • Customer service
  • Active listening
  • Decision-making
  • First Aid/CPR
  • Computer skills
  • Reliable and trustworthy
  • Marketing
  • Staff development
  • Systems and automation applications
  • Issue and conflict resolution
  • Salesforce Management
  • Workforce Management
  • People skills
  • Project planning
  • Goal-oriented
  • Critical thinking
  • Troubleshooting
  • PPE use
  • Problem resolution
  • Organization
  • Communication
Experience
01/2019 to 03/2020 Manager Howley Bread Group | Winchester, VA,
  • Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Evaluated store performance by receiving, analyzing and incorporating feedback from store inspections to implement action plans for improvements.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Maintained ongoing system for development, recruitment, recognition and retention of store crew and management.
  • Facilitated exceptional sales and performance results by focusing on continuous improvement approaches and capitalizing on emerging market opportunities.
  • Managed shifts in absence of store manager to deliver excellent customer service while promoting sales.
  • Organized store and maintained high standards for cleanliness of parking lot, restroom and stockroom.
  • Delivered level of service to customers in effort to build upon relationships for future clients.
  • Assisted with training and onboarding of sales associates in all store operations.
  • Upheld company's high standards for business via leading by example and encouraging all team members to adhere to corporate policies.
  • Adhered to store policies and procedures to maintain regulatory and legal compliance.
  • Set challenging yet attainable goals to encourage continuous staff development.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Evaluated and authenticated returns, exchanges and voids.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
  • Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Assessed departmental operations to determine areas for customer service improvement and support.
  • Generated reports on KPIs to track and improve key metrics.
  • Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
  • Supported operational improvements and resolution of problems to deliver top-notch customer service.
  • Decreased process lags by training customer service representatives and planning advanced staff development.
  • Led team engaged in delivering assistance to customer service department on daily basis.
05/2018 to 01/2019 Supervisor Joe's Auto Parks | Orlando, FL,
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Provided ongoing training to address staff needs.
  • Complied with company policies, objectives and communication goals.
  • Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
  • Coached and mentored 80% staff members through constructive feedback to develop long-term career goals.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
  • Conducted employee evaluations and reviews.
  • Realigned workflows with changing business demands by evaluating processes and employee strengths.
  • Enhanced group productivity 75% by developing and implementing new strategies.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Delegated work to staff, setting priorities and goals.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Oversaw efficient receiving and inventory management to keep stock within optimal levels.
  • Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Planned and implemented layout enhancements to promote efficiency and maximize space utilization.
  • Recruited, hired and trained new employees, including monitoring and review of individual performance.
  • Cross-trained in every store role to maximize operational knowledge.
  • Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
  • Addressed internal and customer-related issues each day and affected strategic resolutions.
  • Coordinated with staff to clarify information and enforce procedures resulting in effective problem solving and smoother operations.
  • Developed team members into supervisors and department managers to promote performance-oriented culture.
  • Coordinated work of [Number] employees by offering clear direction and motivational leadership.
  • Coordinated work schedules and distributed tasks to [Number] employees in [Type] department.
  • Oversaw workforce schedules and allocated resources in collaboration with TERMINAL directors in order to achieve project goals.
  • Handled over $70,000 in funds each day in fast-paced airport environment.
  • Managed programs for [Number] locations by supervising [Job title] and servicing over [Number] families.
10/2017 to 05/2018 Cashier /Customer Service Representative OTG Management EWR Airport | City, STATE,
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Operated cash register, collected payments and provided accurate change.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Helped customers find specific products, answered questions and offered product advice.
  • Worked closely with front-end staff to assist customers.
  • Processed all sales transactions promptly to prevent long customer wait times.
  • Assisted with purchases, locating items and signing up for rewards programs.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Inspected items for damage and obtained replacements for customers.
  • Answered customer quests, provided store information and escorted to desired store areas.
  • Observed company return policy when processing refunds by inspecting merchandise for wear or damage.
  • Promoted specific item options to drive sales and achieve add-on purchases.
  • Increased sales by suggesting specific complementary items to customers.
Education and Training
Expected in 06/2013 BBA | Marketing Valley View University, Ghana, GPA:

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Resume Overview

School Attended

  • Valley View University

Job Titles Held:

  • Manager
  • Supervisor
  • Cashier /Customer Service Representative

Degrees

  • BBA

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