Customer Service Sales

Angela Marie Quinonez

*** * ********* ** #*** Glendora, CA 91740 ~ 626-***-**** ~

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

Experience Customer Service Manager

January 2011 to Present AirsoftMegastore.com,

Baldwin Park, CA

Ensures overall department and team are

consistently performing effectively.

Ensures all system issues, maintenance and updates

are handled in a timely manner.

Monitoring and controlling the routine activities

in department operations

Conducting weekly meetings with the department to

provide updated on department changes, coaching,

stats and current goals.

Set individual and department goals for customer

service team as well as motivating them to achieve

those goals.

Reported to senior management about the periodic

updating and exceptional escalated issues in the

department.

Performed frequent performance evaluations of CSR's

and coached them for better and consistent

performance.

Implemented quality control program to ensure brand

consistency and quality of services rendered met

company expectations.

Prepared periodic performance reports and forwarded

it to the VPO and CEO.

Solving and investigating customer's long-standing

or complex problems passed on by the customer

service representatives.

Handled all customer complaints or major disputes

with BBB.org, Resellerratings.com and various

social networking sites.

Implemented Work Force Management scheduling to

ensure proper coverage was available at all times

for customer inquiries.

Refined the department business practices to mirror

a world class call center utilizing KPI's,

statistics and leading industry techniques to

promote a productive work force.

Implemented new hire training program for

consistent transfer of knowledge and on going

coaching between new hires and senior

representatives.

Training staff or employees to deliver excellent

customer service and involving in staff appraisals

and recruitment process.

Developing customer service standards, policies and

procedures for the organization or department.

Implemented department incentive program to promote

growth in sales, exceptional quality service and

increased productivity levels.

Devised and implemented efficiency programs

utilizing a set of metrics to evaluate call center

productivity that contributed to company growth.

Customer Service Supervisor

March 2008 to January 2011 Hot Topic, Inc., City of

Industry, CA

Manages workflow and delegation of tasks for CSR

team.

Ensures overall department and team are

consistently performing effectively.

Ensures all system issues, maintenance and updates

are handled in a timely manner.

Maximizes processes in the areas of time

management, efficiency, customer satisfaction and

sales.

Ensures weekly reporting is completed and

distributed to management teams.

Coaches, trains and develops team to ensure

development and growth.

Communicates department standards and business

information to Leads & CSR's.

Interviews and selects new Customer Service Reps,

Leads & seasonal employees.

Conducts associate discussions to ensure overall

effective team performance.

Prepares mid-year and year end performance

appraisal documentation for contact center.

Conducts performance appraisal discussions with

each member of the team during mid-year and year

end months

Creates yearly objective goals for the team as a

group and as individuals. Accurately communicates

yearly objective goals to ensure performance

expectations are understood by all members of the

team.

Ensures all department documentation is kept

current and accurate.

Maintains various recognition and performance

incentive programs for the team.

Conducts monthly customer service team meetings to

enhance the team's knowledge on a variety of

topics.

Participates in planning of customer service team

activities and execute assigned tasks.

Supervises functions consisting of calls, emails,

chats, and administrative duties.

Regularly monitors contact center volume to ensure

proper staffing and scheduling met business needs.

Assists Customer Service Representatives and Leads

with the resolution of escalated issues.

Monitored quality of all contact center

interactions to ensure KPI's, Service levels and

performance standards are meet on a weekly basis..

Monitored call, chat and email queues to ensure

proper coverage is maintained at all times.

Coordinated, lead and attended daily, weekly,

monthly meetings with the business.

Project managed large technology transition within

the department.

Actively participates in business discussions for

all new processes involving Hottopic.com and Hot

Topic retail stores.

Regularly communicates positive/negative impacts on

the customer service department for all technology,

promotional, and loyalty programs to their

respective business owners.

Manage outsourced business to ensure customer

service exceeded performance standards across all

forms of interaction.

Ability to professionally lead staff by example and

promote a positive work environment.

Manage staff of 20 CSR's, 3 Leads and outsourced

office.

Strong communication skills' including ability to

work in a team environment give honest, direct

feedback and is a solid verbal and written

communicator.

Customer Service Supervisor

January 2007 to January 2008 GY Diamond Products,

Montclair, CA

Lead the daily operations of the Customer Service

team, ensuring all customer inquiries were handled

consistently in a friendly and professional manner.

Managed order processing to ensure customer

requirements were fulfilled on time and accurately.

.

Act as a liaison between customers and internal

departments to ensure customer satisfaction.

Develop and maintain solid and professional

relationships with customers to maximize

opportunities for sales growth.

Provide leadership, communication, coaching,

professional development and skills enhancement for

the customer service team.

Trouble shoot and resolve customer complaints and

service issues to ensure a high level of customer

satisfaction, client relations and service

standards.

Coordinate with manufacturing plant to ensure order

requirements and product specifications are met for

private label orders.

Prepare monthly sales tracking reports for sales

representatives and executive management.

Coordinated and executed special projects such as

catalog production, promotional and marketing

materials, tradeshow coordination/management and

website production.

Acted as administrative assistant to the vice

presidents of the company. Including preparing

various sales, cost, and product reports. As well

as preparing various product quotations to

potential OEM accounts.

Retail Operations Manager

August 2004 to January 2007 Forplay Inc., Temple

City, CA

Lead the daily operations of the Customer Service

team, ensuring all customer inquiries were handled

consistently in a friendly and professional manner.

Managed multiple ecommerce sites under parent

company Forplay Inc umbrella.

Lead blended interaction environment to ensure high

productivity, efficiency and quality customer

service performance standards were consistently

met.

Coordinated, lead and attended daily, weekly,

monthly meetings with the business.

Maintained and coordinated all company sponsored

events and marketing information.

Monitored ACD systems call routing, KPI's and

adherence to schedule.

Interviewed, trained, disciplined, monitored

employees productivity, quality, and sales within

the retail division.

Managed all professional inquiries for charge

backs, fraud investigations and BBB complaints.

Launched Forplay Inc. social media campaign to

strengthen customer interest in the brand.

Managed best selling reports, profit growth

reports, and platinum customer reports.

Reported to Owners/Founders and CEO.

Education Leland High School, San Jose, CA

September 1997 - June 2001

High School Diploma

References References are available on request

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