Customer Service Manager

Felicia Sue Johnston

*** ***** ****** . ******* ****, Iowa 50616 . 641-***-****

Employment

CUSTOMER SERVICE REPRESENTATIVE 8/2010 - PRESENT

Affina Waterloo, IA

< Provide excellent customer service in call center setting

< Identify problems, assess needs, diffuse anger, show empathy, and

provide options as necessary

< Accurately record notes on each customer acct

< Maintain performance in accordance with company standards and

guidelines

Christian Education Director 9/2009 - Present

Trinity United Methodist Church Charles City, IA

< Coordinate Sunday School, UMYF, and Wednesday Church programs,

including selecting curriculum and activities

< Actively encourage youth participation in church functions

< Recruit volunteers for leadership roles

< Keep accurate attendance and offering records

< Provide support for youth, volunteers, and church staff

Assistant Manager/Wine and Spirits Manager/Cashier 10/2004 - 7/2010

Hy-Vee Food Store Charles City & Marshalltown, IA

< Provided excellent customer service

< Worked as a team to maintain store operations

< Trained, supervised, disciplined, and evaluated employees

< Performed necessary work at all job levels

< Kept accurate records

< Scheduled wine tasting events

Education

B.A. SECONDARY EDUCATION, MATH CONCENTRATE 8/2001 - 12/2003

SUNY College at Oswego Oswego, NY

< Wegman's scholarship recipient from August 2001 until December 2003.

< Recipient of a certificate of appreciation from Oswego High School for

fall 2001 semester.

< Student on the Dean's list for fall 2003 semester.

< Obtained provisional public school teacher certification from New York

State.

A.S. Liberal Arts 1/2000 - 5/2001

Monroe Community College Rochester, NY

< Student on the Dean's list for spring 2000, fall 2001, and spring 2001

semesters.

Additional Training

< HY-VEE WINE ACADEMY, LEVEL 3 WINE SPECIALIST

< National Registry of Food Safety Professionals, Certified Food

Safety Manager

References Available Upon Request

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