, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Call Center & Store Manager with over 19 years of related call center Sales, Technical, and Customer Service experience. Efficient, organized, trustworthy professional. Strong analytical and problem solving skills with the ability to make well thought out quick decisions. Excellent written and verbal communication skills. Resourceful in the completion of projects works to consistently increase and refine knowledge and skill base.
Skills
Cash and Receipts Management
Cross-Selling
Deliver customer-focused results
Facilities Management
Inspire high performance
Retail Operations
Attentive
Effective communicator
Safety-conscious
Problem Solving
Diplomacy
Motivation
Trust
Empathy
Emotional Intelligence
Attention to Detail and Organization
Adaptability
Quick Pivot
Patience
Positive Attitude
Proficient in MS Office and call center equipment/software programs
Performance evaluation and customer service metrics
Attention to Detail, Leadership, Project management, Verbal skills
Quality assurance
Coaching
Facilities Management
Hiring, Presentations, Staff training
Leadership skills, Profit and loss, Upgrades
Experience
06/2020 to CurrentManager ReliefJohnson Health Tech | Miami, FL,
Continually maintain working knowledge of all company products, services and promotions.
Make recommendations according to customer’s needs.
Utilize operational systems to process purchases of all products and services.
Used strong knowledge of customer systems, products/services and leadership skills to oversee and guide employees to meet performance and customer service objectives.
Reviews and evaluates staff on ability to meet those objectives.
Directed and advised improvement strategy when objectives were not met.
Observed calls in assigned Customer Service and Operations function to ensure proper quality and productivity offering employee coaching and development when necessary and/or required.
Handled escalated customer issues.
Ensured employees' adherence to AT&T Mobility policies and procedures, including the Code of Business Conduct.
Duties were frequently non-routine and reflected substantial variety, which required strong flexibility and ability to pivot at a moments notice.
Upheld the company's high standards for business via leading by example and encouraging all team members to adhere to corporate polices.
Completed daily sales reports and analyzed metrics to identify trends.
Employed active listening and Empathy to remedy employee conflicts.
Assisted with training and onboarding of sales associates in all store operations.
Spearheaded training initiatives to improve employee performance and bottom-line business results.
05/2019 to 06/2020Store ManagerJohnson Health Tech | Omaha, NE,
Secured store perimeter and enforced safety procedures to minimize losses and protect assets.
Oversaw inventory management through cycle counts, audits and shrinkage control.
Oversaw POS operations and cash management to reduce errors.
Hired, trained, evaluated performance and enforced disciplinary actions for 9 associates.
Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
Exceeded sales quota every month by incorporating social media and brand marketing.
Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
Prioritized sanitation, safety and health standards in work areas to meet OSHA requirements.
Collaborated with visual merchandising team to develop strategies to drive profitability.
Delegated work to employees based on shift requirements, individual strengths and unique training.
Met budget targets by controlling expenses and eliminating wasteful behaviors.
Assessed, optimized and elevated operations to target current and expected demands.
Fostered healthy team environments to promote collaboration and boost productivity.
Corrected operational discrepancies by developing and executing process improvements.
08/2018 to 01/2019Store ManagerCCT Wireless, Sprint | City, STATE,
Recruit, develop, motivate, and manage a high-performing team.
Meet and exceed individual and team sales goals.
Execute the processes and procedures that ensure that the "back" of the store works as well as the "front" from a
customer perspective.
Maintain inventories, promote sales, and maintain the appearance of the store
Develop, implement and monitor a store prospecting plan to increase sales
Facilitate and participate in weekly staff training/educational sessions to increase knowledge, create high levels of
motivation, and inspire team to achieve and exceed goals.
06/2012 to 08/2018Customer Service Team ManagerAT&T Mobility | City, STATE,
Utilized recognition and reward tools frequently to recognize achievements.
Held monthly and weekly meetings with associates to provide constructive feedback on performance.
Assisted with recruiting and hiring perspective candidates.
Attended job training to sharpen skills and keep informed of new products.
Developed strategies to assist associates in meeting goals.
Made certain associates adhered to schedules to achieve service goals.
Set attainable daily, weekly and monthly goals and game plans.
Supported associates career development by discussing potential for growth within company.
Provided daily direction to call center associates.
Strengthened operational efficiencies and traceability, developing organizational filing systems for confidential client records and reports.
Identified Average Handle Times requiring immediate improvement and rolled out 2 programs, improving performance by 20%
Generated reports to assess performance and make adjustments.
Established ambitious goals for employees to promote achievement and surpass business targets.
Education and Training
Expected in 05/2000High School Diploma | Florence High School, Florence, AZGPA:
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