I am a customer service management professional experienced in credit card services, fraud operations and collections. I am a team player with exceptional listening and critical thinking skills. Perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication. Customer service professional dedicated to effective team management and customer satisfaction.
Skills
Customer Relationship Management Software (CRM)
Effective problem solver
Customer-focused
Excellent time management skills
Adherence to high customer service standards
Microsoft Outlook, Word and Excel
Effective workflow management
Skilled trainer
Work History
Sales associate, 07/2014 to 10/2014 Rohr-max – Buffalo Grove, IL
Addressed customer concerns and solved their problems by intelligent questioning and analysis Cultivated productive and long-term relationships with key players in major customers Made cold-calls and generated sales through an effective client referral incentive program Maintained customer satisfaction through close and pro-active contact and follow-up Grand Victoria casino Cage shift manager March - 2000 To November - 2013 Responsibilities & Highlights: Followed up on complaints and resolved issues in an efficient and pleasant manner Assisted CSR manager hire new team members and resolved work place issues and concerns Organized service calls and repairs to office equipment Maintained corporate records, confidential files, and the organizations operations manual Organized and maintained files and tracking systems; managed information and the flow of information; plus general record keeping; research and filing.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Promptly responded to inquiries and requests from prospective customers.
Sales Consultant, 10/2014 to Current Pimonte Chevrolet – East Dundee, IL
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Promptly responded to inquiries and requests from prospective customers.
Facilitated inter-departmental communication to effectively provide customer support.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Effective liaison between customers and internal departments.
Oversaw daily office operations for staff of employees.
Oversaw daily office operations for staff of 20 employees.
Prepared and distributed payroll for staff of 70 direct reports.
Oversaw inventory and office supply purchases.
Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
Resolved guest complaints quickly, effectively and tactfully.
Retained premium slot and table players through exceptional customer service.
Cashed out employee tips and worked with slot technicians to pay out jackpots.
Anticipated and prevented security and facility problems through careful supervision and tactful dispute resolution.
Described product to customers and accurately explained details and care of merchandise.
Politely assisted customers in person and via telephone.
Provided an elevated customer experience to generate a loyal clientèle.
Cage Shift Manager, 03/2000 to 11/2013 Grand Victoria Casino – Elgin, IL
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Cross-trained and backed up other customer service managers.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Promptly responded to inquiries and requests from prospective customers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Strong leader of customer support staff.
Facilitated inter-departmental communication to effectively provide customer support.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Trained staff on operating procedures and company services.
Provided accurate, specific and timely performance feedback for CSRs.
Identified individual development needs with appropriate training.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Fostered an environment which encouraged continual process improvements.
Effective liaison between customers and internal departments.
Devised and published metrics to measure the organization's success in delivering world class customer service.
Maintained accurate records of past due customer account activity.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Maintained up-to-date knowledge of product and service changes.
Managed work flow to exceed quality service goals.
Education
High School Diploma: 1998 Larkin High School - Elgin, IL
High school diploma
June - 1998 Larkin High School
Coursework in Business Administration, Finance and Marketing
Coursework in Operations Management
"Introduction to Call Center Technology" Web Seminar
Skills
client, customer satisfaction, E-Mail, filing, Lotus, Excel, 2000, MS Word, office equipment, record keeping, repairs, research, sales, well organized, WordPerfect
