Manager

Danielle P Dix

Email: ********@**************.***

Address:

City: Grand Rapids

State: MI

Zip: 49506

Country: USA

Phone: 616-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

To obtain a position in which my acquired expertise, creative talents and commitment to excellence will have valuable application. I am a d ynamic Customer Service Manager who leads diverse teams to achieve company goals.

Educational Background:

High School Dipolma from Kendall College of Art & Design, Grand Rapids MI 1/2001 to 5/2004 (Illustration)

Job History / Details:

Summary

To obtain a position in which my acquired expertise, creative talents and commitment to excellence will have valuable application. I am a dynamic Customer Service Manager who leads diverse teams to achieve company goals.

Highlights

Adherence to high customer service standards

Conflict resolution techniques

Meticulous attention to detail

Effective workflow management

Skilled trainer

Excellent time management skills

Team management

Talent development

Experience

May 2009 to Current

Express LLC Grandville, MI

Co-Manager

Cross-trained and backed up other customer service managers.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Owned team productivity metrics.

Scheduled staff shifts to cover peaks and lulls in customer inquiries.

Interviewed, hired and trained new quality customer service representatives.

Trained staff on operating procedures and company services.

Provided accurate, specific and timely performance feedback for CSRs.

March 2008 to March 2009

American Eagle Outfitters Lansing, MI

Store Manager

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.

Owned team productivity metrics.

Improved service quality and increased sales by developing a strong knowledge of company's products and services.

Scheduled staff shifts to cover peaks and lulls in customer inquiries.

Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.

Effectively managed departmental expenses to stay within allocated budget.

Developed rapport with the customer base by handling difficult issues with professionalism.

Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

August 2004 to March 2008

American Eagle Outfitters

Assistant Manager

Cross-trained and backed up other customer service managers. Recruited, managed and mentored an average of 30 new customer service representatives per year. Owned team productivity metrics.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.Interviewed, hired and trained new quality customer service representatives.

May 1999 to August 2004

American Eagle Outfitters

Sales Associate

Education

Kendall College of Art & Design Grand Rapids, MI

Associate of Arts Illustration

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