Trusted Care Squad Resume Example Whirlpool

TRUSTED CARE SQUAD

Summary

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Highlights

Negotiation competency
High customer service standards
Excellent written skills

Knowledge of eCRM
Knowledge of SAP

Experience

Trusted Care Squad
September 2014 to CurrentWhirlpool

Whirlpool Whirlpool CXC Continue to assist the Trusted Care Squad Received an award for excelling in customer service Assigned to temporarily assist Lowes TCT team with email Learned the basics of creating a TCT account Learned the basics of creating a Commercial account Learned Lowes SOPs and basic correspondence verbiage Have called and emailed servicers to research files as needed Set up service, mailed parts, expedited parts, sent service history and corresponded with Lowes and servicers.

Customer Care Team Representative
July 2014 to September 2014

Aerotek Whirlpool CXC Learned, referenced and applied product knowledge information Excelled in sales goals of ESP and R+1 Ensured superior customer experience by addressing customer concerns and problems on the spot Received numerous compliments As a mentor I assisted in taking escalations with mentees Worked with CCA Milissa Gomes to LEAN the process of using the digital library for mentees Part of the Trusted Care Squad since April of 2015 Asked to sit with a mentee to assist in improving speed Asked to sit with a teammate to assist in improving quality.
Her quality scores have now improved to 95 and above.

General Manager
June 2012 to July 2014Steak 'N Shake - Plainfield, IL

Reduced store complaints by 85% Increased sales by 3.5% in a store consistently losing 6+% in sales Decreased food cost from 1.3% loss to .5% loss Promoted 4 crew members to trainers Promoted 2 trainers to hourly managers Promoted a manager to corporate field training supervisor/ overseas training.

Manager
September 2010 to June 2012Portillos - Oswego, IL

Managed a $5.75 million management training store Oversaw 50+ people per shift Wrote schedules based upon estimated sales and business needs Placed bread, commissary and produce orders based on case averages and estimated sales.

General Manager
May 2000 to September 2010

Steak 'N Shake

Successfully managed numerous stores ranging from $1.2 to $2.1 million as well as a management training store Full financial and operational responsibilities for restaurant of 50+ employees Coached and developed 6 associates into managers for the Company Led the district whenever the district manager was on vacation Evaluated district food cost problems and coached stores individually.
Saw a .3% overall improvement.
Recognized by the senior leadership team as having the cleanest out of 56 stores in the Chicagoland area.
Ensured company produce standards were up to par by taking the initiative to speak with industry experts #3 in food cost control in the Chicago Group Market during the 2009 Fiscal Year #2 in labor control in the Chicago Group Market during the 2009 Fiscal Year Had a 235% operating contribution flow thru for the 2009 Fiscal Year.
3 in the Chicago Group Market.
Ranked #23 out of 489 in the company based on scorecard and field results report At the East Kentwood location was involved in the new store opening.
I helped train and develop 75+ new crew members.
I was involved in determining the layout and aesthetics of the store.
Monitored and approved store budget based upon prior year Test marketed several new company procedures Won "Restaurant Manager of the Year".

TCT Correspondence-Lowes email
Whirlpool

Scheduled service in a timely manner for Lowes customers

Utilized excellent customer service skills when negotiated dates of service with customers

Ensured parts were received by servicers in a timely manner

Worked effectively and efficiently within a team environment

Education

MBA : Business, 2006University of Phoenix - Troy, MIBusiness

Bachelor of Science : English/Speech and Communications, 2000Northern Michigan University - Marquette, MIEnglish/Speech and Communications

Resume Overview

Companies Worked For:

Whirlpool
Steak 'N Shake
Portillos

School Attended

University of Phoenix
Northern Michigan University

Job Titles Held:

Trusted Care Squad
Customer Care Team Representative
General Manager
Manager
Steak 'N Shake
TCT Correspondence-Lowes email

Degrees

MBA : Business , 2006
Bachelor of Science : English/Speech and Communications , 2000

Trusted Care Squad Resume Example

Resume Score: 80%

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