Customer Service Manager

Shannon Palmer

*** ***** ****** ****** ***. *

Frederick, MD 21701

Phone: 301-***-****

Email: ***********@*****.***

Objective:

A position in the customer service or administrative field where superb communication

skills and organization can help increase profitability.

Experience:

Service Department (July 2010-Present)

Aqua Squad (201 A Broadway Street Frederick, MD)

~Set service appointments with new and existing customers to have us come out and

service their residential water treatment systems, and handle daily office duties.

Telemarketing Manager (August 2008-June 2009)

Atlantic Water Products (201 A Broadway Street Frederick, MD)

~Make necessary changes in staffing based on day of week, sales promotions, other

anticipated events, and performance data. Monitors productivity of telemarketing

representatives and generates reports. Monitors individual, team and call center results to

identify and act on both positive and negative performance trends to insure attainment of

revenue goals and performance targets. Answers questions and recommends corrective

services to address customer complaints or to close a sale. Communication and follow up

to insure representatives are fully informed of all new information related to products,

procedures, customer needs and company related issues, changes or actions. Maintains

harmony among workers and resolves employee grievances. Creates telemarketing

scripts, test scripts Directly supervises 5+ employees and handles payroll for 10+

employees.

Financial Advisor/Client Intake Specialist (November 2006-August 2008)

Frederick Law Group/Quest Debt Negotiators (201 C Broadway Street Frederick,

MD)

~Analyze financial information obtained from clients to determine strategies for meeting

clients' financial objectives. Answer clients' questions about the purposes and details of

financial plans and strategies. Build and maintain client bases, keeping current client plans

up-to-date and recruiting new clients on an ongoing basis. Contact clients periodically to

determine if there have been changes in their financial status. Devise debt liquidation

plans that include payoff priorities and timelines. Explain and document for clients the

types of services that are to be provided, and the responsibilities to be taken by the

personal financial advisor. Guide clients in the gathering of information such as bank

account records, income tax returns, life and disability insurance records, pension plan

information, and wills. Implement financial planning recommendations, or refer clients to

someone who can assist them with plan implementation. Interview clients to determine

their current income, expenses, insurance coverage, tax status, financial objectives, risk

tolerance, and other information needed to develop a financial plan.

Reservation Specialist (May 2006- November 2006)

Carey International (5330 Spectrum Drive Suite H Frederick, MD)

~Plan routes, itineraries, and accommodation details, and compute fares and fees, using

schedules, rate books, and computers. Make and confirm reservations for transportation

and accommodations, using telephones, faxes, mail, and computers. Prepare customer

invoices, and accept payment. Answer inquiries regarding such information as schedules,

accommodations, procedures, and policies. Assemble and issue required documentation

such as tickets, travel insurance policies, and itineraries. Determine whether space is

available on travel dates requested by customers, and assign requested spaces when

available. Inform clients of essential travel information such as travel times, transportation

connections, and medical and visa requirements. Maintain computerized inventories of

available passenger space, and provide information on space reserved or available.

Confer with customers to determine their service requirements and travel preferences.

Examine passenger documentation to determine destinations and to assign boarding

passes.

Secretary/Receptionist (February 2003- June 2005)

Williams Family Possessions (13612 Coppermine Road Union Bridge, MD)

Operate office equipment such as fax machines, copiers, and phone systems, and use

computers for spreadsheet, word processing, database management, and other

applications. Answer telephones and give information to callers, take messages, or

transfer calls to appropriate individuals. Greet visitors and callers, handle their inquiries,

and direct them to the appropriate persons according to their needs. Set up and maintain

paper and electronic filing systems for records, correspondence, and other material.

Locate and attach appropriate files to incoming correspondence requiring replies. Open,

read, route, and distribute incoming mail and other material, and prepare answers to

routine letters. Complete forms in accordance with company procedures. Make copies of

correspondence and other printed material. Review work done by others to check for

correct spelling and grammar, ensure that company format policies are followed, and

recommend revisions. Compose, type, and distribute meeting notes, routine

correspondence, and reports.

Education:

Governor Thomas Johnson High School (August 1999- June 2002)

Frederick, MD 21701

Skills:

~MS Word

~MS Excel

~MS Powerpoint

~Keyboarding Skills

~Excellent Customer Service Skills

~Handle multiple phone lines

~Handle payroll for 6+ employees

References available upon request

Contact this candidate