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manager coach resume example with 20+ years of experience

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

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
  • Employee engagement
  • Training development
  • Compliance
  • Planning & organizing
  • Problem resolution
  • Customer relations
  • Courteous demeanor
  • Data evaluation
Education and Training
C M Russel High School Great Falls, MT, Expected in 05/1985 High School Diploma : - GPA :
University of Great Falls Great Falls, MT Expected in : Business Administration - GPA :
  • Completed coursework in computer programming, and business law
Experience
Leidos Holdings Inc. - Manager/Coach
San Dimas, CA, 06/2009 - 06/2021
  • Connected with customers to provide assistance and collect feedback to optimize operations.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Delegated work to employees based on shift requirements, individual strengths and unique training.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Delivered consistent training and close mentoring support to front end employees in operations and customer service strategies.
  • Welcomed large volume of guests and improved overall customer service.
  • Mentored employees in management of complicated sales, complex issues and difficult customers.
  • Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
  • Cultivated professional relationships with guests, improving customer retention through coordinated service.
  • Organized and updated schedules to optimize coverage for expected customer demands.
  • Led employee performance evaluations and rewarded top performers to retain quality personnel.
  • Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
  • Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Monitored cash drawers in checkouts to verify adequate cash supply.
  • Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
  • Maintained important files, running reports and delivering updates on occupancy and revenue.
  • Cultivated environment focused on customer satisfaction and unparalleled support.
  • Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
  • Delegated work to [Number] employees based on shift requirements, individual strengths and unique training.
Ollie's Bargain Outlet - Staffing Manager
Trussville, AL, 06/2007 - 08/2011
  • Recruited and interviewed individuals for Open staffing positions from regular hospital staff.
  • Identified vacancies in staff, supported recruiting process and interviewed prospective personnel.
  • Strengthened and enhanced processes for managing complaints by leading thorough investigations into incidents and concerns.
  • Executed strong negotiation skills to see both sides and worked to reach agreements to satisfy both parties.
Herberger's Department Store - Assistant Store Manager
City, STATE, 04/1993 - 03/2006
  • Assisted in continuous development of effective store associates to achieve desired sales and results.
  • Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
  • Coached and developed store associates through formal and informal interactions.
  • Oversaw aspects of maintenance, inventory and daily activity management.
  • Delegated assignments based on team strengths to optimize floor coverage and service levels.
  • Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
  • Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
  • Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
  • Handled scheduling for store shifts to achieve adequate staffing.
  • Checked monthly sales and performance reports to support operational planning and strategic decision-making.
  • Maintained inventory by checking merchandise to determine levels.
  • Handled complaints from customers by empathetically listening, recording details and offering solutions.
  • Oversaw coaching and guidance of store employees to foster advancement in work operations.
  • Reviewed inventory and sales records to prepare reports for management and budget departments.
  • Answered customer questions and addressed problems and complaints in person and via phone.
  • Assisted customers, answered questions and resolved problems for stellar customer service.
  • Oversaw inventory receiving, stocking, pricing and returns by coordinating with vendors and directing employees.
  • Coordinated merchandising by planning floor layouts and displays, guiding resets and directing sales signage placement.
  • Recruited, interviewed and hired qualified employees to provide top-quality service.
  • Scheduled staff to assign employee shifts according to departmental and business needs.
  • Created engaging merchandise presentations to motivate impulse purchases.
  • Analyzed inventory trends to guide product ordering and develop sales promotions to minimize overstock.

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Resume Overview

School Attended

  • C M Russel High School
  • University of Great Falls

Job Titles Held:

  • Manager/Coach
  • Staffing Manager
  • Assistant Store Manager

Degrees

  • High School Diploma

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