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Senior Customer Service Manager Resume Example

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SENIOR CUSTOMER SERVICE MANAGER
Professional Summary
I am highly energetic, outgoing and detail-oriented. I handle multiple responsibilities simultaneously while providing exceptional customer service. Manager equipped with extensive experience in retail management and sales. Employs excellent leadership skills and multi-tasking strengths. Reliable Manager with 12 years in retail sales. Coaches and encourages staff toward advancement using an enthusiastic and supportive attitude. Driven Manager skilled in providing creative solutions to customer complaints. Trains retail associates on sales techniques and crisis management. Results-driven manager with proven ability to establish rapport with clients. Exceptional Manager dedicated to employee development.
Skills
  • Exceptional interpersonal communication
  • Customer Relationship Management Software (CRM)
  • Skilled trainer
  • Excellent time management skills
  • Effective problem solver
  • Process improvement specialist
  • Effective workflow management
  • Adherence to high customer service standards
  • Effective workflow management
  • Inventory control
  • Exceptional telephone etiquette
  • Personnel development
  • POS systems
  • Merchandising
  • Bank deposit procedures
  • Detail-oriented
  • Strategic thinker
  • Mathematical aptitude
  • Store displays
  • Staff training and development
  • Market research
  • New business development
  • Leadership experience
Work History
Senior Customer Service Manager, 08/2015 to Current
Tix4Tonight – Las Vegas
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Adhered to all confidentiality requirements at all times.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer support staff.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Trained staff on operating procedures and company services.
  • Fostered an environment which encouraged continual process improvements.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed work flow to exceed quality service goals.
  • Submitted strategic plans for program improvements.
  • Sourced qualified vendors and negotiated contracts.
  • Managed team of over 100 direct reports.
  • Evaluated staff performance against expectations.

Guest Service Manager, 09/2014 to 08/2015
Corporate Concierge Services – Las Vegas, NV
  • Performed competitive analysis to make recommendations for future company growth.
  • Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
  • Consistently generated additional revenue through skilled sales techniques.
  • Managed a successful sales teams who consistently exceeded sales goals each month.
  • Interviewed clients via market research surveys to identify product issues and customer needs.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.
  • Assisted in the managing of the company database and verified, edited and modified members' information.
  • Interviewed and successfully staffed new store locations.
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services.
  • Interviewed, hired and trained new quality customer service representatives.
  • Prevented desk losses using awareness, attention to detail and integrity.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Addressed negative customer feedback immediately.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Completed weekly schedules according to payroll policies.
  • Cross-trained and provided back-up for other customer service representatives when needed.






Store Manager, 07/2010 to 09/2014
Perfumania – Las Vegas, NV
  • Delivered excellent customer service by greeting and assisting each customer.
  • Opened a new store location and assisted in recruiting and training new staff.
  • Stocked and restocked inventory when shipments were received.
  • Reorganized the sales floor to meet company demands.
  • Determined staff promotions and demotions, and terminated employees when necessary.
  • Completed training sessions to advance from Assistant Manager to Store Manager.
  • Completed weekly schedules according to payroll policies.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.




Vendor, 06/2003 to 12/2010
Estee Lauder – Las Vegas, NV
  • Wrote order supply requests to replenish merchandise.
  • Maintained daily record of all transactions.
  • Trained staff to deliver outstanding customer service.
  • Analyzed marketing information and translated it into strategic plans.
  • Addressed and corrected sales staff communication issues in a tactful and effective manner.
  • Contributed to merchandising ideas at team sale meetings Addressed customer inquiries and resolved complaints.
  • Monitored weekly, monthly and quarterly achievement goals.
  • Established training programs.


Education
Diploma: Religion, 2010
Rhema Bible College - Oklahoma
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Resume Overview

Companies Worked For:

  • Tix4Tonight
  • Corporate Concierge Services
  • Perfumania
  • Estee Lauder

School Attended

  • Rhema Bible College

Job Titles Held:

  • Senior Customer Service Manager
  • Guest Service Manager
  • Store Manager
  • Vendor

Degrees

  • Diploma : Religion , 2010

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