Customer Service Manager

KATTY GOMEZ

*******@*****.***

*** ** ****

OZONEPARK NY 11417 Cell: 347-***-****

Dedicated customer service manager with 9+ years of experience in customer service, retail and duty

free. 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 Training &Teambuilding

with uncompromising ethics

Complaint Handling & Resolution Front-End Supervision and integrity.

Retail Operations Management Recrutuing,train,coach,motivate, Marketing presentation.

Inventory Control. Develop new and incumbent associate Provide consumers with

on polices and procedures products

Delivery outstanding service knowledge,and personal and counter Innovative products of the

productivity goals high

By treating each individual as

Quality.

Ourselves would like to be treated

Professional Experience

Counter manager for impulse Beauty 4 24 2013 to 6 24 2013 (temporary contract)

Counter Manager for Estee Lauder 10/2004 to 6/1/2012

Customer Service Manager, 10 2004 to 6 1 2012

Promoted to manager position to recruit, train and supervise 16+ customer service reps

and cashiers. Foster an environment in which guests 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:

Won “Service Excellence Award” for instrumental role in driving record-high sales increases,

propelling store to improve sales

Received Estee Lauder Star of the year award in 2010

Award of Travel Retail American 2010

2010 Best Team Award International Shoppes JFK Estee Lauder Travel Retail America

2011 Estee Lauder the Best of The Best Travel and Domestic Retail.

. Benchmarking a record-setting improvement in staff retention due to the success of employee-

development and morale-building programs

Elevated store’s guest-satisfaction index from 86% to 92% within two years; ensured the swift

resolution of customer issues to preserve customer loyalty while complying with company policies.

Served on special taskforce charged with turning around under-performing stores. Trained Sales

Associates in the stores, and contributed to significant improvements in guest satisfaction and sales.

Exemplified the second-to-none customer service delivery for which Adventure Works is nationally

renowned in all interactions with customers.

Clarins Freelance 11-2011 to January 2011 Roosevelt field mall.

Stilla Beauty Advisor 8/03/2003 thru 10/4/2004

Advanced to increasingly responsible positions, culminating in management role with

oversight for a full service sales,inventory, merchandising and cost controls. Maintained

high standards in Customer service and complied with regulatory guidelines. Selected

Contributions:

Introduced training programs that enhanced employee performance and helped build a motivated

workforce.

Education and Training

December 15 1989 GED High school diplma .Los Educadorses High school Lima Peru

July 15th 2010 Make up Expert Estee Lauder Trainer

June 22nd 2008 IMatch Color Certification

August 2nd 2007 Foundation Expert Certification

January 15th 2010 Style and couching.

April 1er 2011 Roadmap to leadership

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