Service Manager Customer
Resume:
B
Adrienne Belle-Walker
ad5tc6@r.postjobfree.com
New York, United States 10039
SUMMARY
Seasoned Service Manager bringing over 20 years of American Express, as well as Wells Fargo experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Flexible hard worker ready to learn and contribute to team success. Goal-driven Service Manager offering over 25 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
SKILLS
Customer service management
Proficient in leadership
Strategic business planning
After-sales support
Till counting
Personal Banking
Call Center Operations
Strategic Planning
Team Building
Organizational Development.
Inventory Management
Employee Training and Development
Work Planning and Prioritization
Performance Evaluations
Staff Supervision
Conflict Resolution
Customer Service
Policy and Procedure Enforcement
Shift Scheduling
Employee Coaching and Motivation
Staff Training
Team Leadership
Managing Operations and Efficiency
EXPERIENCE
Service Manager
New York, NY
Wells Fargo/ Jun 2021 to Current
Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Inspected rental equipment before and after rentals, marking changes in conditions and charging customers when necessary.
Followed up with customers during and after installations to verify satisfaction.
Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Met with customers to discuss service needs and offer available solutions.
Lead Teller
New York, NY
Wells Fargo/ Jun 2020 to Jun 2021
Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
Answered inquiries regarding checking and savings accounts and other related products.
Identified potential needs through observation, questioning and listening.
Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Created teller schedule to keep weekly and weekend shifts properly staffed.
Travel Service Manager
Queens, NY
American Express, TRS/ Aug 2014 to Sep 2019
Followed up with customers during and after installations to verify satisfaction.
Inspected rental equipment before and after rentals, marking changes in conditions and charging customers when necessary.
Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Updated existing customers on new products, updated services and changes in accounts to maintain good rapport.
Lead Customer Service Manager
Fort Lauderdale, FL
American Express, AMEX/ Nov 1995 to Aug 2014
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Introduced higher standards for customer service and increased efficiency by streamlining operations.
Developed service procedures, policies and standards.
Negotiated contracts with outside carriers to minimize costs to company and customers.
Monitored customer service operations to assess agent performance and provide feedback.
Followed through with client requests to resolve problems.
Exceeded team goals and collaborated with staff members to implement customer service initiatives.
EDUCATION AND TRAINING
Bachelor of Science: Business Management
University of Maryland May 2024
Global Campus
Associate of Arts: Communications
Broward Community College May 1990
Fort Lauderdale, FL
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