Customer Service Manager
Resume:
SAMMY H MCLAIN
**** ******* **** • MEMPHIS, TN 38125
HOME PHONE 901-***-**** • E MAIL abkqyr@r.postjobfree.com
CELL PHONE 901-***-****
OBJECTIVE
My objective is to continue my professional development in a position that will
allow me to utilize my current experience which includes customer service and
retail management, organizational and leadership skills.
EXPERIENCE
2007–PresentAutoZone Memphis, TN
Parts Sales Manager
Since joining AutoZone, I have worked exclusively at the Riverdale location.
Responsibilities include:
Reconcile all cash registers at beginning and end of day
•
Run previous days sales report
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Prepare deposit for Brinks
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File all previous days paper work
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Conduct SMS audit on merchandise returns
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Order change for store
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Run over stock report
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Cycle count hard parts for inventory purposes
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Run PCI Inventory report and verify all merchandise returns for the day
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•Operate cash register
•Look up automotive parts on Z NET (PC)
•Verify store recovery from previous day
•Inventory matrix, verifying stock on hand is correct
•Supervise sales floor
•Answer telephone to assist customer with parts inquiries
•Adjust payroll hours when needed
•Run end of day calendar and payroll report
•Set up plan o grams
•Count petty cash
•Process recalls
•Order store merchandise
•Run Loss Prevention report
•Handle unpleasant customers
•Checkin vendors
1987 2007 Internal Revenue Service Memphis, Tn
Front Line Manager and Contact Representative
Responsibilities included:
Supervised 15 or more CSR's handling taxpayer inquiries on telephone and
•
written correspondence
Coach and mentor employees
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Classroom and On Job Instructor trainer
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Prepared annual, mid term and quarterly performance appraisals
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•Monitored telephone calls for quality review
•Updating Departments E Workforce planning spreadsheet
•Scheduled training classes for Department
•Set all break, lunch and meeting times for all teams in Department
•Set telephone adherence schedule for all teams in Department
•Train fellow managers and leads to run RTA (Real Time Adherence) Reports
•Forecasted phone adherence schedule to allow for pre approved annual leave
by quarters
•Monitor paper inventory in unit to ensure deadlines are met
•Conducted weekly team meetings to address any quality issues or procedural
changes
•Champion for Departments Quality Recognition Initiative
•Liaison between Department and Telephone System Analyst
•Provide technical assistance
•Acted as Department Manager for 30 days
•Reviewed paper correspondence for quality
•Monitor CustomView to ensure Department is meeting telephone adherence
staffing
•Prepared Assistor Utilization Reports
•Performed Employee Files review for Department Manager
•Headed project to improve Sites Assistor Utilization rates
•Mentored LDP (Leadership Development Plan Candidate for Management)
candidate
•Talked to Tax Practitioner on telephone
•Lead on Department Merger Team
•Department Champion for "Oz Principle Accountability Training"
•Conducted mini training sessions
•Prepared memos for disciplinary actions
•Prepared documentation for employee grade increases
•Conducted desk, sick and annual leave audits
•Prepared documentation for employee termination
•Handled taxpayer inquiries on telephone and written correspondence
ORGANIZATIONAL AND LEADERSHIP PROFICIENCIES
Strong analytical and organizational skills
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Proficient with Microsoft Office applications
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Microsoft Word
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Microsoft Outlook
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Excel at multi tasking in a fast paced environment, completing projects in a
n
timely manner
Energetic self starter with strong communication skills; work well
n
independently or in a team
Excellent telephone etiquette and customer service skills
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Promoted to Front Line Manager with Internal Reveune Service after working as
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Contact Representative and Lead Contact Representative
EDUCATION
Alcorn State University Lorman, MS
n B.S. Business Administration
References available upon request
Contact this candidate