Customer Service Manager

Dedicated Professional

Dedicated, proactive professional with extensive experience in employee

training and motivating teams, seeking full time employment as a team

player within an environment that would allow me to grow professionally.

RELEVANT SKILLS AND EXPERIENCE

MANAGEMENT

> Excellent skills in multi-tasking, Monitoring, Active Listening

> Advanced skills in Critical Thinking, Speaking, Judgment, Decision

Making

> Outstanding skills in Reading Comprehension and Social Perceptiveness

> Knowledge of business and management principles involved in strategic

planning, resource allocation, human resources modeling, leadership

technique, production methods, and coordination of people and

resources

> Knowledge of principles and procedures for personnel recruitment,

selection, training, compensation and benefits, labor relations and

negotiation, and personnel information systems

> Experience with monitoring/assessing performance of myself, other

individuals, and the organization to make improvements or take

corrective action

> Understanding to us logic and reasoning to identify the strengths and

weaknesses of alternative solutions, conclusions or approaches to

problems

CUSTOMER SERVICE

> Knowledge of principles and processes for providing customer and

personal services. Including customer needs assessment, meeting

quality standards for services, and evaluation of customer

satisfaction

> Extensive experience providing service and support to customers by

phone and email

COMPUTER AND TECHNICAL SKILLS

> Fully efficient in the use and operation of laptop and desktop

computer.

> Ability to repair computer hardware and software

> Ability to type 45 words per minute

> Over 10 years experience on Windows Outlook, Express, Word and Power

Point

> Over 10 years of experience troubleshooting and repairing computer

hardware

> LAN, Peer to Peer, Client Server (NT Server), Microsoft Exchange

Server, TCP/IP, Dial Up Networking, File and Print Sharing, and Client

for Microsoft Networks.

CCTV

> Install, maintain, or repair security systems, alarm devices, and

related equipment, following blueprints of electrical layouts and

building plans

> Inspect installation sites and study work orders, building plans, and

installation manuals in order to determine materials requirements and

installation procedures

> Test and repair circuits and sensors, following wiring and system

specifications

> Demonstrate systems for customers, and explain details such as the

causes and consequences of false alarms

EDUCATION

G.E.D. High School Diploma 1994 Miami, FL

Criminal Justice Palm Beach Community College 2009 Palm Beach, FL

AED/FIRST AID/CPR Certified

EXPERIENCE

Neiman Marcus Loss Prevention Investigator

Ft. Lauderdale, FL November 2009 - Present

. Conduct surveillance to detect loss within a store environment.

. Conduct physical security checks.

. Make recommendations for ways to prevent loss.

. Conduct safety inspections and communicates hazards to Management.

. Participate in the training of new hire Associates to address the

areas of Loss Prevention.

. Take an active role in identifying all forms of loss, motivating

shortage control involvement and helped to identify creative shortage

control solutions.

. Responsible for heightening store Loss Prevention awareness.

. Install and utilized CCTV equipment.

. Learn and use the latest in advanced interviewing and interrogation

techniques.

Palm Beach College Criminal Justice

Certificate

Lake Worth, FL February 2009 - November 2009

CCTV ProShop Operations Manager

Plantation, FL January 2004 - March 2009

. Developing and implementing best practices for installation and

service departments

. Interacted with senior management, internal staff and external

parties to resolve issues or problems as they arise.

. Evaluating current installation and service procedures

. Managing current service and installation departments

. Developing and improving installation/service procedures to improve

customer satisfaction

. Improving profitability of installations

. Improving customer satisfaction

American Telnet Customer Service Supervisor

Plantation, FL January 2000 - January 2004

. Ensured that the Annual Appointment Goal and weekly goals were

achieved without exception.

. Ensured that the Annual Net Property sales volume and Annual Net

Funeral volume were achieved, with appropriate recognition provided to

the staff that produced them.

. Reviewed, evaluated, and modified direction to best support the

Center's and the Sales & Marketing Department's goals.

. Provided leadership to the Customer Development Center by setting the

example, providing encouragement and support, and insuring that the

staff was trained at regular intervals.

. Promoted the Strategic Plan of the Company, the Center, and supervisor

teams by continuous communication and combined action with the Sales &

Marketing Department to accomplish the companies mission and exceed

the expectations of our goals and values.

. Recruited, screened, hired, trained and retained superior and highly

motivated employees whose job performance achieves objectives and

reflects Company values.

GoAmerica Tech Support Supervisor

Plantation, FL February 1997 - January 2000

. Managed the daily activities of both teams to ensure overall

performance, customer satisfaction, retention and quality objectives

are met.

. Effectively controlled absenteeism and attrition. Continuously

evaluate trends and identify unwanted shifts in order to course

correct and improve statistics.

. Handled escalated customer complaint calls.

. Actively monitored and coached agents in order to bring out their best

and to maintain a consistent high standard of quality.

. Analyzed customer feedback, escalations and complaints for root causes

and trends and provide insight and recommendations to management.

. Identified agents knowledge and skill gaps and work with the learning

and development team to create and deliver appropriate training.

. Ensured timely and complete feedback to Affinity Partners on all

issues.

. Worked cross-functionally to identify obstacles to quality and to

streamline processes wherever possible.

. Ensured proper quality control measures are in place and adhered to at

all times.

. Assisted in the enhancement and implementation of department SOP's.

. Proactive in identifying opportunities to improve agent performance

and creating actionable plans that drive results.

. Provided support to the operations manager on special projects.

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