Customer Service Manager

Anthony L. Johnson

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

Florence, AZ. 85232

480-***-**** ************@*****.***

Objective: To find a position commensurate with my skills and abilities

where my experience can be utilized to improve customer satisfaction.

Work History:

Fries Restaurant Management d.b.a. Burger King

General Manager 11/08 - 05/09

Controlled day-to-day operations by scheduling labor, ordering food and

supplies, and developing the restaurant team. Ensured OSHA, local health

and safety codes, and company safety and security policies were met.

Controlled profit and loss, by following cash control/security procedures,

maintaining inventory, managing labor, reviewing financial reports, and

taking appropriate actions. Recruited, interviewed, and hired team members.

Conducted performance appraisals, took disciplinary action, motivated and

trained team members. Ensured maintenance of equipment, facility, and

grounds through the use of preventative maintenance program. Ensured food

quality and 100% customer satisfaction. Ensured complete and timely

execution of corporate and local marketing programs. Ensured a safe working

and customer experience environment by facilitating safe work behaviors of

the team. Spent 75% of my time on the sales floor to ensure efficient,

courteous handling of customer requests, including sales, service, problem

resolution, and technical troubleshooting.

Assistant Manager 08/08 - 11/08

As an Assistant Manager, I assisted the General Manager in the daily

operation of the store. My duties included: maintaining inventory levels,

conducting physical inventory checks, maintaining store appearance, and

completed day-to-day paperwork as directed. Resolved customer escalations.

Verified accuracy of daily service revenue reports and bank deposits.

Ensured the store was opened and closed appropriately by following standard

procedures. Managed the store in store manager's absence. Assisted in

recruiting and staffing the store team. Assisted with store merchandising

by staging, stocking and placing merchandise in storage. Completed

paperwork and documentation according to guidelines and deadlines. Ensured

proper cash handling and register procedures, key control and company

security practices.

Shift Manager 11/07 - 08/08

I assisted the Assistant Manager in the daily operation of the store.

Ensured the store was opened and closed appropriately by following standard

procedures. Ensured proper cash handling and register procedures, key

control and company security practices. Managed the store in Assistant

Manager's absence.

Select Staff

Radware Inc. - Customer Service Representative 11/06 -

03/07

Provided front line technical support via the telephone and email. Assisted

the Technical Support Engineers update and maintain their case loads.

Performed as a liaison between the Customer Service Center and the

Technical Assistance Center. I worked with both Technical Assistance Center

managers to write an SOP for creating Service Request Packets for the

Customer Service Center to utilize.

Aetna Frame Supply

Delivery Driver 7/01 - 12/01

Delivered picture framing supplies to customers in the D/FW area via

company truck. Provided front line customer service with regards to

shipping mistakes and billing disputes. Also, collected on past due

accounts.

Office Manager 08/97 - 7/01

Ran day-to-day operations of the inbound/outbound Order-entry call center.

This included employee hiring, training, disciplinary actions, and

terminations. Enforced company goals, objectives and policies under the

direction of the V.P. of Marketing. Worked with management to develop new

policies to continuously improve operation output. Daily oversight of Call

Center including ensuring all compliance requirements were met, and

supervised office staff. Maintained customer contact to ensure quality of

service. Handled all customer issues from delivery mistakes to accounts

receivables. Set and maintained inventory levels for the distribution

centers. Specialized in dealing with irate customers.

Military Service:

U.S. Army 7/90 - 7/95

Primarily responsible for supervising and performing management functions

in order to maintain equipment records and parts. Ensured that inventories

and location surveys are performed in accordance with established

procedures. Managed controlled, critical and reserve stocks for operational

readiness. Assisted unit intermediate maintenance personnel in planning

maintenance program. Directed corrective action to minimize improper

warehouse practices. Performed or supervised field and sustainable level

maintenance on surveillance radar and associated equipment. Installed,

repaired and maintained a working knowledge of how to operate military

Radar equipment. Determined serviceability and disposition of radar systems

assemblies and parts. Prepared and maintained equipment logs, equipment

modification and utilization records.

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