Customer Service Manager

CARLA FRAZIER

**** ** *** ****** ****: 305-***-****

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

MIAMI, FL 33056 Cell: 954-***-****

Dedicated customer service manager with 5+ 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 Management Customer Satisfaction Enhancement Teambuilding & Training

Complaint Handling & Resolution Front-End Supervision Cost-Reduction Strategies

Retail Operations Management Sales & Margin Improvement Order Fulfillment

Professional Experience

TECHNION COMMUNCATIONS MIRAMAR, FLA 10/03 to 4/09

AT&T WIRELESS SERVICES

Customer Service Manager, 9/07 to 4/09

Customer Service Representative, 10/03 to 9/07

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

which employees enjoy high levels of service. And employees are motivated to deliver top performance. Manage

front-end operations to ensure friendly and efficient call quality. Selected Contributions:

Won “Service Excellence Award” for instrumental role in driving record-high sales increases, propelling

Technion 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 customer’s rejection rate from 65% to 48% 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 customers no’s to yes. Trained CSRs and

managers in two struggling locations, and contributed to significant improvements in sales.

Exemplified the second-to-none customer service delivery for which TECHNION COMMUNICATION is

nationally renowned in all interactions with customers.

BJ’s. Miami, FLA 7/98 to 8/03

Deli Manager, 1/01 to 8/03

Previous Positions: Counter Clerk, Cashier, Deli Associate, 7/98 to 1/01

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 CAROL CITY SENIOR HIGH MIAMI, FLA 8/94 to 6/97

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