Customer Service Manager
Resume:
Curriculum Vitae
Personal Details:
Stephanie Coleman
Upper Apartment
Buffalo, NY
14213
Mobile: 315-***-****
Email: *************@*****.**.**
Work Experience:
May 2009 - January 2010 The Money Shop
Customer Service Representative
Responsible for serving customers in a face to face environment and
providing excellent customer service.
.Dealing with all aspects of daily business such as cash handling,
debit/credit card payments, safe balancing/audits, store security, pawn
broking, cheque cashing, loans and international money transfers
Actively cross-selling other products and services where relevant to the
customer.
Consistently achieving targets in relation to cross selling and
generating new business.
Regularly monitoring competitors to ensure any objections can be
successfully overcome.
Often dealing with difficult situations and complex issues whilst
remaining calm, focused and resolving the problem at first point of
contact.
May 2007 - October 2008 Virgin Media
Customer Care Advisor
Handled inbound calls from existing customers to discuss their cable
services account.
Dealt with complex issues with regards to billing, installations and other
general things such as upgrades/downgrades, payments etc.
Gained an in-depth knowledge into the complaints process and how to handle
them effectively.
Consistently achieved and exceeded targets in relation to productivity and
revenue generation.
Achieved my Customer Care License with the Institute of Customer Care.
Provided support to colleagues where needed in respect of product
knowledge, call handling and training.
Liaised with other departments to make sure that customers concerns were
resolved at the first point of contact.
October 2004 - April 2007 Travelex UK Limited
Sales Generation Executive
Worked remotely from my office at home and was responsible for conducting
business to business research (over the telephone) in order to secure
relationships and appointments for a Business Development Manager.
Used effective questioning to establish if a company had a need for
corporate foreign exchange products and services.
Objection handling, diary management, recording information accurately,
professional communication and resilience were all skills used whilst in
this role.
Exceeded target in 2005/2006 which resulted in acquisition of new clients
and generation of new business revenue.
Provided ongoing support to new and existing members of staff by coaching
and training.
Completed several projects with Senior Management which resulted in
securing relationships with companies that have an annual turnover of more
than 250 million pounds.
Researched vertical markets to gain and understanding of each industry's
particular needs with regards to corporate foreign exchange.
Monitored the products and services of competitors in order to deal with
objections given by potential customers.
April 2003 - October 2004 T-Mobile UK Limited
Customer Service Advisor
Handled inbound calls from existing customers to discuss their mobile phone
account.
Handled internal inbound calls from other advisors to provide support with
complex customer issues regarding billing.
Offered additional products and services beneficial to customers whilst
they were on the line.
Dealt with technical problems relating to mobile phones and other
telecommunications devices.
Achieved and exceeded all targets set in relation to productivity and sales
of additional products and services.
Provided ongoing support and training to colleagues less experienced.
Gained and in-depth understanding of all products and services offered by
the company.
June 2001 - April 2003 Travelex UK Limited
Research Executive
Responsible for conducting business to business research (over the
telephone) to secure
qualified leads and appointments for a Business Development Manager in
order for them to acquire new profitable customers.
Worked from a prospect database making calls to gather information in order
to secure an appointment with a key decision maker within the business.
Achieved and exceeded all targets set with relation to number of
appointments secured and amount of revenue generated.
Secured relationships with a vast range of businesses resulting in
generation of revenue.
Successfully managed a team of 10 employees when the Research Manager was
out off the office.
Undertook extra responsibilities out of normal office hours such as
administration resulting in keeping all systems and diaries up to date.
Provided support to the Research Manager with new employees such as
training and coaching.
Attended appointments with a Business Development Manager to gain further
understanding into the acquisition of a customer.
References;
Available upon request.
Contact this candidate