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Sales/Customer Service Manager Resume Example

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SALES/CUSTOMER SERVICE MANAGER
Professional Summary

Seasoned Operations Manager and hands-on leader with over ten years' experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing relationships, compliance strategies and processes to increase productivity. Offering a solid understanding of time management, effective communication skills and a talent for spotting areas in need of improvement. Resourceful and methodical self-starter looking to bring knowledge and abilities to a dynamic, growth-oriented management role.

Work History
State Farm Agent / State Farm Insurance- Sales/Customer Service Manager
Boulder, CO07/2014 - 03/2020
  • Licensed Insurance Professional in an administrative role.
  • Responsible for training & supervising team members.
  • Managing the daily administrative operations of the agency.
  • Responsible for maintaining a diplomatic and professional work environment.
  • Responsible for verifying payroll & commissions.
  • Provide front line inquiry research and response by phone, in writing or in person to the public & internal team members.
  • Work without supervision exercising independent judgment to manage time; organize and prioritize work; handling multiple tasks simultaneously.
  • Responsible for establishing and maintaining effective office policies & procedures, adhering to state & company regulations.
  • Assist in monitoring property and liability claims; working with customers and adjustors.
  • Sales Leader, assisting sales force in obtaining goals; distributing work load and developing systems to create an efficient work environment.
  • Maintain databases and daily production.
  • Responsible for equipment inventory and ordering supplies.
  • Operate software for publishing, graphics and spreadsheet development.
  • Maintain effective customer relationships, understanding customer needs; handling confidential information; answering questions; explaining policies, processing and conducting follow-ups.
  • Consistently meeting customer expectations of providing excellent service; ability to resolve customer issues, possess excellent de-escalation skills.
  • Responsible for accounts payable.
  • Responsible for agency calendar, coordinate and schedule appointments; update daily activity; manage day-to-day office activity.
  • Accept payments; reconcile petty cash, prepare and finalize daily deposits; agency bank account reconciliation.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in 7% decrease in cancellations.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
Settle Inn & Suites- General Manager
Harlan, IA04/2008 - 01/2014
  • 2012 Franchise Innkeeper Of the Year.
  • 2012 Award winner: First Impression, Curb Appeal and Breakfast presentation; October Spotlight of the Month.
  • 2011 Boomerang Franchise, Top 20 hotels nominee.
  • Develop and maintain local website.
  • Successfully maintained exceptional quality control standards and provided Signature legendary customer experience.
  • Managed all department operations to ensure efficient transactions; setting goals and delegating responsibilities.
  • Solicit and develop new business accounts by cold calling and networking, while maintaining relationships with existing accounts.
  • Analyzed trends and compile data to revise planning and strategy for successful performance.
  • Compiled payroll data; prepared hiring and termination paperwork.
  • EstablishEd morale building philosophy & employee development resulting in high employment retention rate.
  • Fostered an environment in which customers enjoy high levels of service & employees are motivated to deliver top performance.
  • Solicited customer feedback to understand customer needs and the needs of the community.
  • Provided staff with coaching, feedback and developmental opportunities.
  • Identified problems and concerns for opportunities of improvement to meet operational goals.
  • Managed with integrity and honesty, promoting a transparent culture and values.
  • Ensured adherence to employment laws and safety standards.
  • Assisted in processing worker's compensation claims; working with claims adjustors and attorneys.
  • Maintained employee records; counseling of employees; investigated work comp and unemployment issues.
  • Wrote business correspondence and procedure manual.
  • Managed team schedule with eye for coverage needs and individual strengths.
  • Built and strengthened area partnerships to reap benefits such as new revenue channels and enhanced public awareness.
  • Developed innovative sales proposals to promote product quality and showcase market comparisons.
  • Controlled spending on overhead and equipment by devising and executing cost-management procedures.
  • Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
  • Maintained secure cash drawers, promptly resolving discrepancies for accuracy.
  • Built customer loyalty by devising promotions and products according to customer needs and budget.
Murtaugh Cleaning Service, LLC- Owner
Harlan, IA01/1999 - 04/2008
  • Responsible for all aspects of small business ownership as a sub-contracting janitorial services for Shelby County, IA.
  • Provided routine janitorial services, carpet cleaning and floor restoration for small offices to large corporations and school districts.
  • Adhering to safety & procedural requirements specific to each contract.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations.
  • Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
Palm Bay Surgery Center- Front Desk Manager
Palm Bay, FL06/1990 - 07/1995
  • Worked with surgeons and their office staff to schedule outpatient procedures.
  • Insured medical records were in order.
  • Responsible for discussing financial obligations with the patient for payment to the surgery center.
  • Registration of patients & waiting room responsibilities.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Maintained accurate, current and compliant financial records by monitoring and addressing variances.
Additional Information
  • Authorized to work in the US for any employer
  • CERTIFICATIONS AND LICENSES , Insurance License, Property-Casualty & Life-Health
Skills
  • Public speaking
  • Training & Performance evaluations
  • Salesforce
  • Budgeting
  • Networking
  • Quality control
  • Compliance control
  • Scheduling
  • Organized managerial style
  • Microsoft Office Suite
  • Outlook
  • Website Management
  • Negotiating contracts
  • Inventory control
  • Risk Management
  • Development of procedural manuals
Education
Iowa Western Community CollegeCouncil Bluffs, IA05/2014Associate of Science: General Studies
Harlan Community High SchoolHarlan, IAHigh School Diploma
Arapahoe Community CollegeLittleton, CONo Degree: Mortuary Science And Embalming
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Resume Overview

Companies Worked For:

  • State Farm Agent / State Farm Insurance
  • Settle Inn & Suites
  • Murtaugh Cleaning Service, LLC
  • Palm Bay Surgery Center

School Attended

  • Iowa Western Community College
  • Harlan Community High School
  • Arapahoe Community College

Job Titles Held:

  • Sales/Customer Service Manager
  • General Manager
  • Owner
  • Front Desk Manager

Degrees

  • Associate of Science : General Studies
    High School Diploma
    No Degree : Mortuary Science And Embalming

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