Customer Service Manager

Claudia Jordan

***** ** ** ** *** ***************@***.*** Home: 561-***-****

Cell : 954-***-****

Boca Raton, FL 33428

Dedicated bilingual customer service manager with 10+ years of experience in “Wal-Mart”

•

retail settings. Consistently achieve record-high customer satisfaction rankings, improvements to

the bottom line and turnaround of underperforming 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 Customer Satisfaction Enhancement Team building & Training

Complaint Handling & Resolution Front-End Supervision Cost-Reduction Strategies

Retail Operations Management Sales & Margin Improvement Order Fulfillment

Professional Experience

WAL MART Coconut Creek, FL 11/00 to 10/11

Zone Supervisor, 09 /09 to 10/1111/00

Department Manager, 09/05 to 09/09

Customer Service Manager, 07/01 to 09/05

Cashier, 11/00 to 07/01

Promoted to manager position to recruit, train and supervise 50+ front end associates. Foster an environment in which

customers enjoy high levels of service and employees are motivated to deliver top performance. Manage front end

operations to ensure friendly and efficient transactions at checkout. Selected Contributions:

• Received Team Work Award numerous times. Exceeded Service goals. Recognized for

outstanding professionalism.

• Improvement in staff retention due to the success of employee-development and morale-building

programs.

• Elevated store’s customer-satisfaction; ensured the swift resolution of customer issues to preserve

customer loyalty while complying with company policies.

• Trained CSAs and CSMs, and contributed to significant improvements in customer satisfaction

and sales.

• Exemplified the second-to-none customer service delivery for which Wal-Mart Works is

international renowned in all interactions with customers.

Education and Training

UNIVERSIDAD JORGE TADEO LOZANO – Bogota, CL 01/87 to 11/91

Bachelor degree in International Relation

Training: Completed numerous courses and seminars in customer service, sales

strategies, inventory control, loss prevention, time management, leadership,

performance assessment and hazmat training.

Computer Skills: Microsoft Suite (MS Excel, MS Word, MS Outlook).

Contact this candidate