Customer Service Manager

Clara Fuqua

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

Charleston, SC **406

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

843-***-****(W)

585-***-****(C)

843-***-****(H)

843-***-****(M)

Experienced Human Service with a track record of delivering high-quality

results and contributing to improvements that strengthen the bottom line of

organizations. Experience spans multiple business environments including

companies in Non-profit, Case Management, Supervisor and Administrator.

Ability to communicate with people of all social economic backgrounds and

diverse population. Result-oriented, disciplined, and well organized in

work habits, with the ability to function efficiently in pressure

situations. Capability to recognize problems and implement effective

solutions

Core Strengths & Expertise:

Created curriculums, facilitated and taught workshops: examples Workforce

Development (pre-employment, job readiness skills and resume writing), Life

Skills, Basic Computer Skills and Independent Living Skills, for At-risk

Youth and Families, Special Needs, Economic Disadvantage, Homeless, Female

Inmates, Probation and Parole Populations

. Service Coordinator for food, housing, medical needs, and

collaborating with other community agencies

. Supervised program mentors, job coaches and volunteers

. Case Management producing, ISP, DSP and IBP as needed

. Accounting: Account Payables (full cycle), Payroll, Monthly Billing

Hours, and Cash Management,

. HR & Administrative Functions including Pre-screening Potential

Applicants, and Orientation for new hires/consumers

. Customer Service and Office Management: verbal and written

communication with internal and external customers

. Certified Property and Facility Management for the City of Rochester

and Kansas City Housing Authority

. Performed and administered entire sale operation for nation wide

retail stores. Ex: Wal-Mart, One Price Clothing, and McCrory Stores

Professional Experience

Wal-Mart Nov.2009-Present

Charleston, SC

Customer Service Manager

Highlights include ensures delivery of excellent customer service through

fast and accurate processing of sales, communication, and coordinating with

other departments to resolve inquires. First point of customer contact for

general inquiries like pricing, products, scheduling etc. Builds and

maintain business relationship with clients by providing prompt and

accurate service so as to promote customer loyalty. Working with the

Store Manager, the Assistant Store Managers and Department Managers as part

of the management team, responsible for the day-to-day management of the

front end, overseeing the functioning of the cash registers and supporting

equipment, and all duties of the cashiers. Responsibilities include

staffing, training, scheduling, inventory control, equipment maintenance,

and loss prevention.

Providing the highest level of customer service throughout the store,

demonstrate qualities of a role model and leadership skills, solve

problems, make informed decisions and execute the store policies wisely in

order to achieve maximum results.

Assist in the recruitment and hiring of the most qualified applicants

to meet the needs of the front end and other areas.

Train, coach and manage all cashiers in all front-end policies and

procedures, including new cashiers, service desk associates, cross

training of other associates, and conduct monthly customer service

audits.

Supervise and schedule cashiers and ensure compliance with payroll

budgets.

Be aware of all areas of possible loss due to theft, shoplifting, free

bagging, fraud, and/or carelessness.

Communicate all information to cashiers regarding special promotions

and sale items.

Expedite front lines, direct flow of customers, and ensure that each

customer receives outstanding customer service by providing a friendly

environment.

Ensure that all transactions that affect the store inventory are

processed accurately by auditing the Sales Exception Reports.

Authorize and ensure validity of customer returns, exchanges, check

authorizations, voids, and discretion discounts.

Oversee compliance of cashiers with established Company policies and

standards, such as safekeeping of Company funds and property,

personnel practices, security, sales and record-keeping procedures.

Provide orderly maintenance of front-end equipment and supplies.

Help solve problems that affect the service, efficiency, and

productivity of the front end.

Any other tasks as assigned from time to time.

Goodwill Ind. June 2007-April 2009

Savannah, GA

Program Manager for Workforce Development-Admission and Employment

Highlights include initial assessment for special needs, probation and

parole populations.

Maintained the program and consumer council meetings. Received the SARF

accreditation for Workforce Development Program

Created and maintained initial consumer files for and after orientation.

Counseled At-Risk Youth and Special Needs High School Level/ Drop-

outs on Life skills, Job Readiness, and Vocational/Career options

Facilitated Computer classes and The Job Club at the Housing Authority

Provided counseling and referrals as needed; for homeless, unemployed, and

crisis intervention.

Created and maintained YES Program - Job Club for First Time Felony on

Probation/Parole

Performed outreach to increase community awareness of relevant

community services and activities, examples:

special events, fundraiser, focus groups, Sav. Housing Authority

and Junior Achievement

Networking with perspective employers and scheduling interviews for

consumers in the program

1. Maintained and calculated payroll on excel (including

stipends for the main program and 3 satellite offices),

2. monthly report for billing hours)

Conducted quality assurance with customer satisfaction

surveys, home visits, and exit interviews to measure out

come performances

Assisted the Case Managers with reporting documentations and staffing

Hickok Center for Traumatic Brain Injury. April 2004-June

2007

Rochester, NY

Assistant Program Mentor/ILST

Highlights include teaching Daily Living Skills in the Community, GED

classes and computer classes for TBI consumers. Conducted assessment on

skill level for consumer's goals.

Provided TBI members with daily activities in Structure Day Program,

includes Community Outings, Daily Living Skills, Recreational,

Cooking, and Exercise

Created the Job Club curriculum: resume writing, interviewing

techniques, completing job applications and using the internet for job

search and other job search techniques

Encouraged members to persuade their independence in the community

Tracked daily activities parallel to the member's goal for monthly

reporting tools

Coordinated with local colleges for members to receive special

services: physical therapy, art therapy, and speech therapy

Collaborated with other agencies regarding the members: housing,

finances, medical and transportation

Directed and promoted several Fund Raising Events

City of Rochester St. Joseph April 2001-Feb 2004

Rochester, NY

Property Manager for Facility and Property

Highlights include Cash Handling, Accounting and Banking. Recovered lost

revenues from outside vendors; estimating $2500.00 to $5000.00 per month

Created and implemented new procedures for Cash Handling.

Managed 4 Assistance Managers, 6 Cashiers, Maintenance and Security

Personnel

Administered all accounting, analysis, and auditing and operational

procedures for 1000 to 1700 customers.

Recorded and deposit all payments from Tenants, Key Card

Customers, Special Events and Validated Parkers, which

includes cash and checks receipts, credit card charges, and

electronic and accounts receivable payments

Inspected all facility equipment and placed service calls.

Inspected properties for plumbing, electrical, flooring and

paint repairs for maintenance.

Served pre-eviction notices and filed eviction notices with

the courts system

Reviewed maintenance contracts for negations and renewals

Created the Employee of the Month Program

10. Prepared quarterly budgets and worked with other city manager to

improve efficiency and profitability

11. Attended City Staff Meeting and Training Programs, regarding City

Policies and consulted with the Hyatt and The Riverside Convention

Center

The Center for Disability and Housing Rights (P/T) Oct. 2002-Mar

2004

Rochester, NY

Service and Residence Coordinator

Highlights include assisting clients with housing, food, finances, and

medical issues

Collaborated with Housing Authority, Landlords, and other city

officials to increase housing awareness in the inter-city.

Conducted classes on family sufficient issues such as

budgeting/saving, job search, daycare, life goal setting and time

lines

Calculated and dispersed the bi-weekly stipend for clients that met

the program requirements

The Step by Step Program (P/T) Nov. 2001-June

2003

Rochester, NY

Community Outreach and Facilitator

Highlights include Facilitating Female Inmates in Monroe County Jail

Conducted weekend group sessions for Life Skills to female inmates, at-

risk youth, and family members on early release program.

Designed pre-employment screening curriculum

Supervised, trained and shadowed new facilitators

Selected and prepared class work ex: role model selecting, promoting

self-confidence, life learning, and crisis intervention

EDUCATION

Associate Degree in Accounting MCC Rec'd 1983

Bachelor in Human Service SUNY Rec'd 1998

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