Cortney Keckley

abjvro@r.postjobfree.com

**** ********** **. ****: 706-***-****

Augusta, Georgia 30906 Cell: 301-***-****

Dedicated customer service manager with 10+ years of experience in “big box” retail

settings. Consistently achieve record high customer satisfaction rankings, improvements to

the bottom line and turnaround of underperforming operations.

Respected builder and leader of customer focused teams; instill a shared, enthusiastic

commitment to customer service as a key driver of company goal attainment. Lead by

example and ensure the execution of all safety, security, quality and store operations

policies.

Areas of Expertise

Customer Service Customer Satisfaction Teambuilding & Training

Management Enhancement Cost Reduction Strategies

Complaint Handling & Front End Supervision Special Order Fulfillment

Resolution Sales & Margin Improvement

Retail Operations

Management

Professional Experience

Kohl’s Department Store LaVale, MD 07/08 11/09

Customer Service Area Supervisor

Responsible for recruiting, training and supervising 25+ customer service reps and cashiers. Foster an environment in which

customers enjoy high levels of service and employees are motivated to deliver top performance. Manage front end operations to

ensure friendly and efficient transactions at checkout. Selected Contributions:

Won “Store of the Week” multiple times for instrumental role in driving record high credit and

email goals, propelling store to improve ranking from being a brand new store with no

ranking to #2 at the end of the year for customer service and operations.

Trained and prepared 148 employees during pre opening process and implemented

successful employee development and morale building programs.

Elevated store’s customer service score from 76% to 83% within two months; ensured the

swift resolution of customer issues to preserve customer loyalty while complying with

company policies.

Served on special team in charge with turning around under performing stores. Advised

CSAS’s and AOA Captains in struggling stores, and contributed to significant improvements

in their customer’s service scores and sales.

Exemplified the second to none customer service delivery for which Kohl’s Department

Stores are nationally renowned in all interactions with customers.

Rocky Gap Lodge and Golf Resort Flintstone, MD 09/07 07/08

Spa Coordinator

Extremely responsible position, a management role with oversight for a full service spa. Determined the nature for all calls coming

into the spa. Maintained accurate schedule book and insured each client was booked with the correct provider and treatment.

Maintained high standards in sanitation and safety and complied with regulatory guidelines. Selected Contributions:

Introduced new services and products that enhanced employee performance and helped

build a motivated workforce and built a larger clientele.

Education and Training

Allegany High school Cumberland, MD

General studies, graduated with college merit classes

Training: Completed numerous courses and seminars in associate training and scheduling customer service, sales strategies,

inventory control, loss prevention, time management, leadership, performance assessment.

Contact this candidate