Customer Service Manager

Lynette L. Scott

**** **** ****** **, *********, CA 93536

Phone 909-***-**** ~ Email: ******@******.***

QUALIFICATIONS

** ***** ********** ** * fast paced specialty retail environment

Excellent reputation with customers as a competent, knowledgeable and

helpful professional.Demonstrated abilities in maintain inventory levels to

sales need utilizing tools/reports Numerous awards for customer service

satisfaction and sales contest Ability to hire/train/coach/schedule a staff

of up to 17 employees in a fast paced retail environment

WORK HISTORY

COUNTRYWIDE HOME LOANS: COLLECTOR 09/2007 - 04/2009 Primary

Responsibilities Include:

Answering mortgagors and or third-party telephone-inquires regarding real-

estate loans in an inbound/outbound, high-volume call-center

Finding solutions for customers who are encountering temporary financial

difficulties

Resolving customer issues by identifying reasons for default and

establishing promises to pay

Collecting mortgage payments, outstanding fees and corporate advances

07/2005-03/2007, STORE MANAGER, HALLMARK.

Strategically recruited employees through in house career development,

networking and shopping local market leads.Pro-actively managed and had

accountability for the floor set process through effective planning,

detailed mapping, clean execution, and timely completion.Conduct

inventories in store including using inventory scanners as well as upload

data into computers.Monitoring of inventory replenishing system to ensure

store is week stocked for the customers.Conduct store meetings on

store/company issues, and promotions.Coached team members on merchandise

placement, merchandising standards, and business analysis.Maintain

responsibility for payroll and other direct store expenses.Effectively

schedule associate according to the needs of the business.Delivery great

customer service, promote high associate moral, build and retain customer

loyalty,achieve a return on investment from the company and shareholders.

10/2004-06/2005, Store Manager, Country Clutter, Van Group Inc.

Hire, train, coach, follow-up with new associates to build an effective

team with the goal of producing an profitable store.Lead by example through

leadership skills, integrity, trust, harmonious business

environment.Promote company programs including but not limited to sales

promotions, related sales, and planograms.Monitoring of inventory

replenishing system to ensure store is weekly stocked for the

customers.Conduct store meetings on store/company issues, and

promotions.Overview of receiving and shipping of store merchandise and

accounts receivables.Maintain responsibility for payroll and other direct

store expenses. Effectively schedule associate according to the needs of

the business

02/97-10/2004, Senior Assistant Manager, Kragen Automotive Corp.

Ensure accurate store inventory and to execute company planograms and

merchandising programs,Duties include maintaining store inventory through

regular on-hand counts and model stock adjustments, and maintain overstock

organization, management of all returns to stock and identifying, moving,

and marking down discontinued merchandise as identified by the monthly

clearance merchandise report.Assist in inventories with inventory crews

from RGIS and WIS inventory companies.Other duties include stocking

merchandise, stock withdrawals, receiving warehouse order deliveries, and

fronting and facing merchandise to ensure that all sections within the

store are adequately merchandised.Provide customer service and suggest

related merchandise to customers.Coordinate and complete weekly work

schedules for employees

Resolve customer complaints while adhering to company guidelines

Train new employees to company policy and procedures. Banking procedures

including deposit, balancing, change orders, and nightly closing paperwork.

Conduct safety inspections as required by OSHA

EDUCATION

Chaffey Community College, English, Mathematics, and Business computer

software classes

Riverside Community College, Computer software, hardware understanding

basis, medical terminology

High School Diploma, Eisenhower High School

COMPUTER SKILLS

Skilled in both software and hardware usage and implementation in

a business environment.

Understanding the basic usage of Microsoft Office 98/ME/2000 products

including Excel and Word.

RECOGNITION Recognition for outstanding performance in my current capacity

Recognition for outstanding attendance

Award for excellent customer service and exceeding CSK's expectations.

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