Customer Service Management

Sherri Jolly

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

Address:

City: Arnold

State: MD

Zip: 21012

Country: USA

Phone: 410-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Exceptional customer care professional who addresses inquiries and resolves problems as they arise. I am dedicated to effective team management and customer satisfaction.

Educational Background:

High School Dipolma from Radford University, Radford VA 1/2001 to 5/2001 (Dance Major with a Small Business Management Minor)

Job History / Details:

Summary

Exceptional customer care professional who addresses inquiries and resolves problems as they arise. I am dedicated to effective team management and customer satisfaction.

Highlights

Food Industry Server for 7 years.

Dance Instructor for 18 years.

Reservations Agent for Travel Company.

Child Care Provider

Client relations specialist

Adherence to high customer service standards

Effective problem solver

Negotiation expert

Process improvement specialist

Customer-focused

Skilled multi-tasker

Excellent Communicator

Positive Team Player

Skilled trainer

Microsoft Outlook, Word and Excel

Experience

May 2010 to Current

Travel Advantage Network Glen Burnie, MD

Client Vacation Experience Manager

Investigate and resolve customer inquiries and complaints in an empathetic manner.

Successfully manage activities of team members in multiple locations.

Cross-train and back up other customer service managers.

Create training manuals that target resolving even the most difficult customer issues.

Solve unresolved customer issues.

Monitor the daily activities of a customer support team

Develop, implement, and monitor programs to maximize customer satisfaction.

Strong leader of customer support staff.

Interview, hire and train new quality customer service representatives.

Train staff on operating procedures and company services.

Address negative customer feedback immediately.

Effectively communicate with team members to maintain clearly defined expectations.

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

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

Lead on and off-site customer support teams across multiple time zones.

Education

2001 Radford University Radford, VA

Bachelor of Science Dance Major with a Small Business Management Minor

While completing my minor in Small Business Management my coursework focused on Marketing, Business Management and Communications.

References upon request

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