Tech-savvy Customer Service Manager committed to delivering outstanding customer service. Offers 22 years of comprehensive experience implementing policies, measuring customer satisfaction and executing financial responsibilities. Equipped with in-depth knowledge of management techniques and methods and advanced software skills. Motivated customer service manager focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty, and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Skills
People Skills
Training & Development
Computer Skills
Problem-Solving
Leading Team Meetings
Time Management
Handling Escalations
Policy Enforcement
Continuous Improvement
One Call Resolution
Decision Making
Team Building and Leadership
Work Prioritization
Issue Resolution
Positive and Constructive Feedback
Performance Evaluations
Delegating Work
Workflow Management
Verbal and Written Communication
Conflict Resolution Techniques
Client Relations and Retention
Teamwork and Collaboration
Performance Tracking and Evaluation
Problem Resolution
Team Building
Cost Control
Employee Coaching and Motivation
Training and Development
Staff Training
Employee Development
Recruitment and Hiring
Complex Problem Solving
Administration and Reporting
Documentation and Reporting
Work Planning and Prioritization
Project Planning
Hiring and Training
Team Leadership
Goal Setting
Scheduling and Coordinating
Onboarding and Orientation
Education and Training
Pitt Community CollegeWinterville, NCExpected in 05/2010 – –Associate of Science: - GPA:
South West EdgecombePinetops, NC, Expected in 06/1995 – –High School Diploma: - GPA:
Experience
Coorstek - Team Lead Oak Ridge, TN, 01/2020 - 03/2022
Delegated daily tasks to team members to optimize group productivity.
Monitored team progress and enforced deadlines.
Fostered positive employee relationships through communication, training and development coaching.
Counted inventory, resolved discrepancies, and completed paperwork to keep system accurate and current.
Gathered business requirements from users to convert to technical requirements.
Collaborated with management team to implement new work procedures or policies.
Worked closely with shipping, warehouse, and other personnel to coordinate movements and keep workflows smooth.
Followed staffing strategies to achieve production goals.
Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth.
Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Kept work areas clean, neat, and free of safety hazards to maximize efficiency.
Conducted inspections of equipment before, during, and after shifts to prevent project delays and resolve issues.
Utilized coaching and leadership principles to enhance internal and external team dynamics.
Assigned projects and distributed tasks to team members as per area of expertise.
Coborn's - Grocery Department Manager Park Rapids, MN, 01/2018 - 02/2020
Distributed daily tasks to appropriate employees and checked to complete duties within expected time frames.
Analyzed store's inventory and ordered merchandise and products to keep stock level.
Lead by example and took responsibility for all actions drive culture of performance excellence.
Coordinated efficient restocking of grocery merchandise to meet customer needs and promote consistent sales.
Delivered expert customer service to store patrons and assisted with locating desired items.
Assessed grocery store for cleanliness and checked proper stocking of shelves, refrigerated section and freezers.
Maintained comprehensive compliance with workplace and food safety standards to protect staff and customers.
Drove consistent grocery sales with effective merchandising and promotions implementation.
Oversaw storewide merchandising benchmarks to maintain operational excellence.
Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
Introduced grocery store employee incentive program to boost team morale.
Delegated work to staff, setting priorities and goals.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Planned and optimized warehouse work processes to improve fulfillment system efficiency.
Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
Coached staff on strategies to enhance performance and improve customer relations.
Planned and implemented layout enhancements to promote efficiency and maximize space utilization.
Recruited and trained new employees to meet job requirements.
Addressed internal and customer-related issues each day and affected strategic resolutions.
Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
Coordinated work of 10 employees by offering clear direction and motivational leadership.
Coordinated extensive planning, development of project milestones, and budget for complex contracts.
Supervised 20-30 customer service calls per week to track support issues and improve operating procedures.
Built and maintained high performing teams by identifying top talent and focusing on growth and development while coaching and mentoring.
Achieved high retention within assigned zone, maintaining high employee engagement.
Maintained positive communication with customer service managers to share opportunities, obstacles and accomplished objectives.
Formulated and implemented annual sales plan and budgeted with promotional expenses.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Delegated work to staff, setting priorities and goals.
Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
Treated associates with fairness and respect, providing recognition of accomplishments.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
Coached staff on strategies to enhance performance and improve customer relations.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
Addressed internal and customer-related issues each day and affected strategic resolutions.
Developed team members into supervisors and department managers to promote family-based and performance-oriented culture.
Coordinated work of 30-40 employees by offering clear direction and motivational leadership.
Assisted Assistant managers in coordinating activities, updating team members and managing inquiries for consistent delivery of quality products and services.
Reviewed employee performance and delivered constructive feedback to improve performance.
Automated office operations, managed client correspondence and tracked records.
Walmart - Customer Service Manager City, STATE, 05/2003 - 01/2009
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Upheld quality control policies and procedures to increase customer satisfaction.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Audited customer account information to identify issues and develop solutions.
Processed documentation and troubleshot discrepancies to build client rapport.
Interviewed, hired and trained staff to meet company objectives.
Evaluated and authenticated returns, exchanges and voids.
Delivered continuous training to associates to maximize performance and customer relations skills.
Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Created training manuals to resolve simple and complex customer issues.
Relayed customer feedback to cross-functional teams to improve products and services.
Monitored phone calls to provide feedback and coaching.
Trained new hires on products and services, best practices and protocols to reduce process gaps.
Organized client contracts, records, reports and agendas to strengthen traceability.
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