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Customer Service Manager

Stuart, Florida, 34997, United States
March 19, 2011

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Rhea Engstrom

**** ** **** **., ***. *** ? Stuart, FL 34994 ? 330-***-**** ?


. Outstanding academic record. GPA 3.97/4.0

. Capstone project, a client tracking application for an eight facility

fitness center, chosen as model for future programming majors.

. Proficiency in various programs, operating systems, and applications.

. Excellent communication skills working with peers and managers.


Associate of Science in Information Technology

Kaplan University, 3.97/4.0, August 2009

Emphasis in Programming

Relevant Courses

Computer hardware and operating systems, Introduction to Programming,

Database Management, Introduction to Visual Basic, Advanced Visual Basic,

Java, C#, Introduction to Web Design

Bachelor of Science in Information Technology

University of Phoenix, 3.97/4.0, June 2012

Emphasis Software Engineering

Relevant Courses

Management Information Systems, Database Management, SQL, Web Design and

Development, Business Systems and Business Systems Development, Project

Planning and Implementation


Suma Cum Laude, National Society of Collegiate Scholars, President's List,

Student Mentor - Web Design


Visual Studio 2003 and 2008, JGrasp, Microsoft Visio 2007, Microsoft Office

Suite (Word, Excel, Access, PowerPoint, and Outlook) 2003 and 2007, HTML,



Customer Service Lead October 2010 - March 2011

The Sports Authority, Jupiter, FL

. Manage front cashiers in areas of sales, POS systems, customer

service, and proper company procedures.

. Process sales accurately and in a timely manner.

. Manage cash and completion of paperwork.

. Greet and assist customers in a professional, efficient and timely


Customer Service Associate May 2002 -

February 2007

Tubs & Suds, Uhrichsville, OH

. Ensured that the customers received high standard services.

. Oversaw all details of financial transactions and returns with

complete responsibility for daily deposits.

. Emphasized the quality of services and products.

. Performed duties of cashier, cook, server, cleaning, and customer

service on a daily basis.

Assistant Manager March 2001 - April 2002

Dairy Queen, Uhrichsville, OH

. Supervised all daily functions of store activity to ensure customer


. Managed front cashiers in areas of monies handling, voids, shift

breaks, and customer service.

. Interfaced directly with customers to provide assistance and resolve


. Directed and assisted cooks in areas of proper food handling,

preparation, and shift breaks.

Manager February 1998 - January 2001

Certified Oil, Strasburg, OH

. Handled the routine management, overseeing the functioning of the cash

registers and supporting equipment.

. Performed the duties of supervising cash, staff, training,

scheduling, inventory control, equipment maintenance, and loss


. Solved customer's problems and managed the department exercising self

discretionary power in order to achieve desired results.

. Accomplished the recruitment for hiring the most qualified candidates.

. Trained, coached and managed all cashiers and conducted monthly

customer service audits.

. Ensured compliance with payroll budgets.

. Expedited front lines, directed flow of customers, and ensured

excellent customer services.

. Ensured that all transactions were processed accurately by auditing

the Sales Exception Reports.

. Handled customer returns, exchanges, check authorizations, voids, and

discretion discounts.

. Explored the solutions of different problems affecting services,

efficiency, and productivity.

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