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Support Manager Resume Example

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SUPPORT MANAGER
Summary

Motivated individual who is infectiously enthusiastic, detail oriented, and persistent. Handles multiple tasks simultaneously while providing above satisfactory for sales and customer service. Quickly learns new skills and applies new customs immediately. Manages time wisely as well as maintains appropriate customer-employee relationships. Passionate about customer satisfaction while remaining professional and a responsible employee.

Skills
  • Technical support understanding
  • Documentation skills
  • Customer service expertise
  • Team development
  • Report writing
  • Event coordination
  • Communications
  • Problem resolution
  • Planning and coordination
  • Customer service
  • Supervision
  • Team building
  • Administrative support
  • Organization
  • Inventory management
  • Team management
  • Process improvement
  • Project organization
Experience
WalmartWhiteville, NCSupport Manager12/2006 to Current
  • Assessed and increased quality of service by monitoring employee and customer interactions.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Mentored new employees on several different jobs and delivered constructive feedback to increase understanding of job duties.
  • Managed daily operations within office by supporting continuous delivery of excellent services and care.
  • Trained several employees on best practices and protocol while managing teams to maintain optimal productivity.
  • Improved operational efficiencies, managing work requests, new orders, pricing and changes while coordinating logistics to verify delivery dates.
Suncraze Tanning SalonWhiteville, NCOwner/Operator05/2005 to 09/2017
  • Set pricing structures according to market analytics and emerging trends.
  • Promoted store offerings through newspaper advertisements, catalogs and brochures to attract new customers.
  • Secured long-term accounts, managing sales presentations to promote product and brand benefits.
  • Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
  • Analyzed client business needs and assisted in determining appropriate resources and strategies.
  • Promoted business on social media platforms to maximize brand identity and generate revenue.
New Hanover County Public SafetyWilmington, NCCertified 911 Public Safety Telecommunicator06/1991 to 06/2004
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Answered each call within 20-25 seconds to minimize wait times.
  • Developed strong professional relationships with employees and clients through effective customer service skills.
  • Trained newly hired telecommunicators to use phone system and emergency dispatch software.
  • Operated telephone switchboard of 15 employees and routed calls to the correct destination.
  • Delivered answers to customer questions and concerns regarding emergency issues.
  • Answered up to 65-100 emergency calls per day in fast-paced environment, transferring callers to appropriate personnel.
  • Completed connections between callers, departments and professionals.
  • Communicated general company information to inquiring customers in a professional and pleasant manner to project a positive company image.
  • Answered incoming calls politely to direct callers to requested personnel or departments.
  • Participated in emergency preparation meetings to understand crisis management procedures.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
  • Boosted productivity by ensuring on-time emergency response and life support with zero service delivery errors.
  • Maintained and updated crucial and confidential information, including phone numbers and addresses.
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Coordinated dispatchers schedules to ensure no calls were missed.
  • Monitored switchboard and dispatched emergency services.
  • Certified in CPR to provide First Point of Contact emergency assistance to callers.
  • Executed proficiency in digital telephone systems.
  • Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
  • Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
  • Assisted departments with special requests such as BOLOs.
  • Responded to emergency calls routed by automatic distribution system.
  • Used radio, telephone and computer system to update first responders with new information.
Bladen County Sheriffs DepartmentElizabethtown, NC911 Telecommunicator01/1990 to 08/1991
  • Maintained and updated crucial and confidential information, including phone numbers and addresses.
  • Conducted multiple fire dispatch assignments across the County.
  • Certified in CPR to provide First Point of Contact emergency assistance to callers.
  • Monitored switchboard and dispatched emergency services.
  • Boosted productivity by ensuring on-time emergency response and life support with zero service delivery errors.
  • Carried out multiple fire dispatch assignments in the County, monitoring communications in case crews needed backup.
  • Executed proficiency in digital telephone systems.
  • Entered information on computerized systems to verify locations and notify nearest responders.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
  • Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Coordinated dispatchers schedules to ensure no calls were missed.
  • Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
  • Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
Education and Training
Some College (No Degree):CosmetologySoutheastern Community College, Whiteville, NC
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Resume Overview

Companies Worked For:

  • Walmart
  • Suncraze Tanning Salon
  • New Hanover County Public Safety
  • Bladen County Sheriffs Department

School Attended

  • Southeastern Community College

Job Titles Held:

  • Support Manager
  • Owner/Operator
  • Certified 911 Public Safety Telecommunicator
  • 911 Telecommunicator

Degrees

  • Some College (No Degree) : Cosmetology

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