Customer Service Sales
Resume:
Sherri Thornburg
**** ****** ***** *****, ********, SC 29712
**************@*****.***
Home: 803-***-****
Cell: 803-***-****
Introduction
Dedicated Retail Store Manager with 10+ years of experience in retail and Wireless / Mobile settings.
Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and
turnaround of under-performing operations. Respected builder and leader of customer-focused teams; instill a
shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by
example and ensure the execution of all safety, security, quality and store operations policies.
Areas of Expertise
• Customer Service Management
• Receptionist
• Complaint Handling & Resolution
• Retail Operations Management
• Word, Excel, and Power point Customer Satisfaction Enhancement
• Front-End Supervision
• Sales & Margin Improvement Team building & Training
• Cost-Reduction Strategies
• Order Fulfillment
• Dispatcher
• Billing
• Collections
Professional Experience
Verizon Wireless Rock Hill, SC (and other various locations) 07/1987 – 08/2012
Retail Customer Service Rep, Retail Sales Rep, and Retail Store Manager
1 Resume – Sherri Thornburg
• Promoted to manager position to recruit, train and supervise 20+ customer service reps and retail
sales reps in two locations.
• Fostered an environment in which guests enjoyed high levels of service and employees are motivated
to deliver top performance.
• Manage front-end operations to ensure friendly and efficient transactions at checkout.
• Worked as a receptionist as needed.
• Inventory and Merchandising
Selected Contributions:
• Won “Highest Productivity Award in the Southeast Region" because of my instrumental role in driving
record-high sales increases, propelling store to improve ranking in Southeast to #1 by 2005.
• Reduced staff turnover by 15% in 2006, benchmarking a record-setting improvement in staff retention
due to the success of employee-development and morale-building programs.
• Elevated stores guest-satisfaction index within two years; ensured the swift resolution of customer
issues to preserve customer loyalty while complying with company policies.
• Served on special task force charged with turning around under-performing stores. Trained CSRs and
managers in five struggling stores, and contributed to significant improvements in guest satisfaction
and sales.
• Exemplified the second-to-none customer service delivery for which Verizon Wireless is nationally
renowned in all interactions with customers.
Thurston Motor Lines. Charlotte, NC 07/1985 - 07/1987
Traffic Manager Previous Positions: Counter Clerk, Cashier, Data Entry, Dispatcher
• Advanced to increasingly responsible positions, culminating in management role with oversight for all
drivers.
• Directed drivers to freight locations. Maintained high standards in accurate data entry and complied
2 Resume – Sherri Thornburg
with regulatory guidelines.
Selected Contributions:
• Met or exceeded all targets despite increased competition presented by other trucking companies.
• Introduced training programs that enhanced employee performance and helped build a motivated
workforce.
• Worked in capacity as a receptionist.
WorkKeys National Career Readiness Certificate – Silver Certificate
Education and Training
Rock Hill High School Rock Hill, SC Diploma
Earned certificates of concentration in retail sales management
Completed numerous courses and seminars
• Customer Service
• Sales Strategies
• Inventory Control
• Loss Prevention
• Time Management
• Leadership
• Performance Assessment
• Retail Store Management
• Proficient in WORD, EXCEL, PowerPoint
• Safety Training
3 Resume – Sherri Thornburg
References
Cathy Beard – Professional reference
*****.*****@***************.***
Charlotte Rider – Professional reference
**********@*****.***
Jimmie Sowell, Jr. – Professional reference
**************@*****.***
Lynsay Puthoff – Professional reference
*********@*****.***
Kim Privette – Personal reference
**********@*****.***
4 Resume – Sherri Thornburg
Contact this candidate