Customer Service Manager
Resume:
Althea Anderson
Email: ********@***********.***
Address:
City: Grapevine
State: TX
Zip: 76051
Country: USA
Phone: 619-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
To work with a reputed organization where I can develop and utilize my versatile skilllset, add demanded value to the organization I work for and thus to prove my worth.
Educational Background:
Job History / Details:
ALTHEA ANDERSON
3302 Moss Creek Drive, Grapevine, Texas
SUMMARY OF CAPABILITIES
Trainer and Manager with a diverse background that brings a leadership style that understands the value of ongoing training and coaching leadership. Experience in the restaurant industry including full and quick service facilities. Strong communication skills that can collaborate across all levels to resolve issues, increase efficiencies and improve staff performance. Successfully completed several projects that came in on time and on budget. Consistently exceeded financial goals, redeveloped training programs to maximize the companies training budgets and motivated teams to consistently exceed sales expectations. Core competencies include:
* Strategic Planning
* Project Management
* Training Development and Execution
* MS Office, POS Systems & AS400
* Customer & Vendor Relationships
* Employee Retention & Motivation
* Inside Sales Leadership
* Certification in several Sales Training Classes through Achieve Global
* Certification in Adult Learning Theory
* Team Building & Leadership
* Managing Multiple Restaurants
* HAACP Development
* Executing ServSafe Principles
PROFESSIONAL EXPERIENCE
OFFICE DEPOT, San Diego, California 2000 - 2012
Senior Manager of Training and Curriculum Development, 2010 - 2012
Strategically worked with the Director of Training to develop and implement training curriculum that supports the company-operating plan. Worked closely with corporate business partners to support initiatives that require training curriculum. Accountable in delivering training in a multitude of formats ensuring the 1400 selling resources within the B2B division have the knowledge skills necessary. Managed 3 Regional Training Managers and 1 Training Analyst. Externally worked closely with training partners Achieve Global and Sales Performance International to update consultative solution based selling skills and improve field management coaching skills.
Regional Trainer, 2005 - 2010
Development and execution of training initiatives for the B2B division of Office Depot. Developed the new hire sales representative training program with direct feedback from all levels of sales management. The comprehensive program ranged from navigating the internal systems to acquiring new business to maximize prospecting to their current customer relationships.
Outbound Sales Manager, 2001 - 2005
Worked with a team of 20 inside sales representatives to support $89 million of small business sales. Hire, train, and develop this team to be an integral part of BSD. Team improved performance by staying focused and selling the appropriate solutions and delivering a consistent message to customers. Additionally, developed programs that were implemented for all outbound call centers across the country. Played a key leadership role in training the new Outbound Sales team located in Torrance California. This team had 30 employees, a senior manager and manager.
Page Two
OFFICE DEPOT (Continued)
Senior Customer Service Manager, 2000 - 2001
Managed customer service for San Diego, Nevada, and Salt Lake City. Oversaw 2 managers, 32 Customer Service Reps and 20 Research Specialist. Motivated the team to exceed sales goals. Created an environment that challenged the team to enhance system and routines to deliver a superior call center. Improved overall performance of cross-functional areas utilizing effective communication and team leadership skills. Customer service metrics improved by 83% being the #2 center in the US.
DENNY'S RESTAURANT, San Diego, California 2000
Area Manager
Managed 7 regional restaurants with $17 million in annual revenue. Performance improved 13% in revenue; management retention dropped to 29% and associate retention was an amazing improvement at 225%. Immediately implemented weekly meeting to share best practices with the goal of ensuring consistency among the group. Collectively the team performance was the best in San Diego County.
ANDERSON CHILD SUPPORT RECOVERY, Lakeside, California 1998 - 2000
Operations Manager
Provided single parents a solution to recover past due child support. Networked with local and state government agencies and business owners to provide single parents assistance. Established a franchise, oversaw business administration, marketed concept and hired and trained 2 employees.
JACK-IN-THE-BOX, San Diego, California 1988 - 1998
Area Manager
Supervised 21 quick service restaurants in 3 geographical regions. Developed a program that created a roadmap for upward mobility for managers and their succession candidates. Participated in development of corporate HACCP program to restructure heath and safety policies. Increased sales and profits in all 21 restaurants by effectively collaborating with managers to improve customer service and daily operations. Maximized results in the companies internal auditing programs by 15% by receiving and providing valuable training to their staff in operations analysis and implementing ongoing policies that provided a more consistent approach and motivating them to have pride in the facility they worked.
EDUCATION
Bachelor of Business Administration / Emphasis on Cultural Diversity
University of Phoenix, San Diego, California, 1999
COMMUNITY ASSOCIATION
Volunteer, Polinsky Children's Center
Volunteer, Center for Community Services, CCS as a residential assistant
Junior Achievement - focused with 7th grade students
Lead various fundraisers to assist people experiencing change of life experiences
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