Customer Service Manager

Erika M. Way

*** **** *** ****** – Huachuca City, AZ – 85616 – 904-***-**** – ***.*****@*****.***

SUMMARY OF Great multitasking abilities all while maintaining an organized and

QUALIFICATIONS professional workspace for clients and coworkers all the same

EDUCATION FLAGLER COLLEGE, St. Augustine, Florida

Bachelor of Arts in Fine Arts, 2006

Double Minor, History and Art History

EXPERIENCE AIMCO, Leasing Consultant, Casselberry, FL (April 2009 – May 2010)

- Lead tours through community showcasing amenities to drive

sales

- Provide a first line of support for reporting maintenance service

requests

- Assist as liaison for residential disputes and provide conflict

resolution

- Take 50+ incoming calls, per day, from current residents and

prospective residents

- Make 20+ outgoing calls, per day, to potential leasing

opportunities

- Create Siebel reports from FOCUS, a custom AIMCO software

package

- Verify forms of income in order to ensure that residents meet local

bond requirements

- Document and maintain residential files from initial interview

until end of lease

- Provide daily status reports to various management levels

assisting in communication

BORDERS BOOKS AND MUSIC, Merchandise Supervisor, Oviedo,

FL (July 2008 – March 2009)

- Constructed, organized, and created displays of merchandise to

draw and increase business through aesthetic marketing

- Tracked Best Sellers both store and companywide to analyze

trends

- Generated a weekly list of upcoming titles that catered to the

desires of the customers

- Promoted upcoming events by conversing with patrons

- Communicated to local businesses to push B2B sales

- Maintained corporate standards of loss prevention

- Provided elite customer service by meeting and exceeding

customer demands

- Organized book release parties that provided patrons with unique

content themed entertainment

- Motivated employees by orchestrating contests to increase morale

- Worked in a team environment and provided manager-on-duty

support to employees

BORDERS BOOKS AND MUSIC, Inventory Supervisor, Jacksonville,

FL (Nov. 2006 – July 2008)

- Assisted and interfaced with RGIS inventory teams to provide an

accurate count of all merchandise in the store

- Processed all incoming and outgoing deliveries ensuring that all

orders were properly accounted for

- Counted and sorted all merchandise that was headed for the sales

floor

- Organized and maintained all products within the store

- Packaged and shipped all returned items to the Borders corporate

distribution facility

- Generated the Returns Product List monthly for the store, this

required collecting non-profitable items and returning them to

corporate

- Assumed responsibility for shrink levels throughout the store

J.R. DEPARTMENT STORE, Store Manager, St. Augustine, FL (Sep.

2003 – Dec. 2006)

- Trained and coached all employees to provide a highly skilled

front line staff

- Analyzed potential new merchandise and, pending approval,

brought it into the store

- Maintained monthly inventory through manual counts of

merchandise

- Provided daily financial reconciliation

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COMPUTER Adobe Illustrator Adobe Photoshop

SKILLS

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First Advantage Safe Formatting

Rent

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Google Search Engine Import/Export Files

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Layouts Internet Explorer

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Microsoft Office 2003, Mozilla Firefox

2007

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Property Bridge Safari

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Siebel Software Windows ’98, XP, Vista

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ADDITIONAL Analytical and Critical Conflict Resolution and Mediation

SKILLS Thinking

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Customer Service Interpersonal and Conversational Skills

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Logical and Deductive Organizational Skills

Reasoning

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