Customer Service Manager

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Kory Florence

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

2230 NW 93Street Home: 305 803

Miami, FL 33147 3239

Cell: 786-***-****

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

food service 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 Order Fulfillment

Resolution Sales & Margin Improvement

Retail Operations

Management

Professional Experience

K Mart Miami FL 10/03 to 01/2010

Customer Service Manager, 9/07 to 01/10

Customer Service Representative, 10/03 to 9/07

Promoted to manager position to recruit, train and supervise 25+ customer service reps and cashiers. Foster an environment in

which guests 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 “Service Excellence Award” for instrumental role in driving record high sales increases,

propelling store to improve ranking from #32 in territory to #5 by 2008.

Reduced staff turnover by 15% in 2008, benchmarking a record setting improvement in staff

retention due to the success of employee development and morale building programs.

Elevated store’s guest satisfaction index from 86% to 92% within two years; ensured the

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

company policies.

Served on special taskforce charged with turning around under performing stores. Trained

CSRs and managers in five struggling stores, and contributed to significant improvements in

guest satisfaction and sales.

Exemplified the second to none customer service delivery for which Adventure Works is

nationally renowned in all interactions with customers.

CONTOSO, LTD. NEW YORK 10/02 to 8/03

Deli Manager, 11/02 to 5/03

Previous Positions: Counter Clerk, Cashier, Deli Associate, 7/02 to 11/02

Advanced to increasingly responsible positions, culminating in management role with oversight for a full service deli. Directed 18

employees and managed P&L, sales, inventory, merchandising and cost controls. Maintained high standards in sanitation and safety

and complied with regulatory guidelines. Selected Contributions:

Transformed operation that was posting annual losses to achieve $159K+ in profits within

one year. Met or exceeded all sales targets despite increased competition presented by the

opening of two new local delis.

Introduced training programs that enhanced employee performance and helped build a

motivated workforce.

Education and Training

MIAMI DADE COMMUNITY COLLEGE Miami FL 9/98 to 5/02

Earned 48 credits; concentration in business studies

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time

management, leadership, performance assessment and food safety.

Contact this candidate