Customer Service Manager

Cathy Canter Spooner

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

Address:

City: Fort Ashby

State: WV

Zip: 26719

Country: USA

Phone: 304-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Experienced Retail Management professional with strong leadership and relationship-building skills. Experienced in management of Dry Grocery, Fresh Foods, General Merchandise, Front-end Operations, Softlines, Homelines, Health and Beauty and Hardlines in large retail environment.

Educational Background:

High School Dipolma from Greater Johnstown Area A.V.T.S., Johnstown PA 1/2001 to 6/1988 (Academics/Medical Laboratory Science)

High School Dipolma from Greater Johnstown Area Vocational Technical School, Johnstown PA 1/2001 to 10/2012

Job History / Details:

Career Overview

Experienced Retail Management professional with strong leadership and relationship-building skills. Experienced in management of Dry Grocery, Fresh Foods, General Merchandise, Front-end Operations, Softlines, Homelines, Health and Beauty and Hardlines in large retail environment.

Accomplishments

Staff Development:

Trained staff in proper receiving operations resulting in trucks being unloaded in a more efficient manner.

Worked directly with Personnel Department to streamline hiring and onboarding process.

Customer Service:

Ensured superior customer service by investigating root cause of issues and creating mutual resolution.

Supervision

Supervised sales floor associates to monitor customer service and stocking activity and goal achievement.

Core Strengths

Effective Retail Sales Manager

Consistently meet goals

Excellent people skills

Staff training/development

Goal-oriented

Excellent communication skills

Cash handling and management

Dependable and reliable

Produce knowledge

Effective trainer

POS inventory system operation

Trained in food safety guidelines

Employee coaching

Inventory management

Knowledge of safe warehouse practices

Excellent time management skills

Problem-solving skills

Retail merchandising expertise

Approachable

Exceptional multi-tasker

Strong interpersonal skills

Highly customer service-oriented

Flexible

Excellent work ethicSafety standards training

Loss prevention training

Recruitment/staffing

Training and development

Hiring and retention

Interviewing

Work Experience

July 2010 to Current

Walmart Supercenter LaVale, MD

Assistant Store Manager

Supervise and manage associates and leaders throughout facility

Ensure proper staffing to handle store workload

Monitor performance results to meet business demands; recognize, train or take disciplinary action based on results

Communicate with individuals or groups such as customers, suppliers and associates

Drive, develop, and implement the business plan to achieve facility goals.

Investigate and resolve associate, customer and supplier concerns

Monitor and ensure facility-wide compliance with quality and safety standards, policies, procedures and directives

Supervising, evaluating, mentoring, and developing associates and leaders

Participate in and/or oversee the hiring and promotion of associates and leaders

July 2009 to July 2010

Walmart Supercenter Moorefield, WV

Overnight Support Manager

Investigated and resolved customer inquiries and complaints in an empathetic manner.

Successfully managed the activities of 20-45 team members in multiple locations.

Cross-trained and backed up customer service associates.

Adhered to all confidentiality requirements at all times.

Interviewed, hired and trained new quality customer service and sales floor associates.

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

Managed work flow to exceed quality service goals.

January 2009 to September 2009

Walmart Supercenter Moorefield, WV

Deli Department Manager

Promptly and empathetically handled customer concerns and complaints.

Took necessary steps to meet customer needs and effectively resolve food or service issues.

Pleasantly and courteously interacted with customers.

Maintained high standards of customer service during high-volume, fast-paced operations.

Cross-trained and scheduled staff to ensure seamless service.

Verified that prepared food met all standards for quality and quantity.

Carefully maintained sanitation, health and safety standards in all work areas.

Strictly followed all cash, security, inventory and labor policies and procedures.

Performed monthly inventory control and weekly stock ordering.

February 2006 to August 2007

Highmark BCBS Johnstown, PA

Licensed Service Representative

Effectively managed a high-volume of inbound and outbound customer calls.

Addressed and resolved customer insurance/Medicare complaints empathetically and professionally.

Provided accurate and appropriate information in response to customer inquiries.

Gathered and verified all required customer information for tracking purposes.

Defused volatile customer situations calmly and courteously.

Accurately documented, researched and resolved customer service issues.

August 2005 to March 2006

Safety Regulations Strategies, Inc. Fredericksburg, VA

Compliance Inspector

Inspected, tested and measured materials, products and installations to spec.

Identified and helped resolve compliance issues.

Presented clear, organized data in graphs, charts, tables and written reports.

Documented, filed and maintained proper inspection records and quality assurance documents.

Maintained a high standard of workmanship by using only approved data, materials, tools and test equipment.

Identified and helped resolve non-conforming workplace issues.

Educational Background

University of Pittsburg Johnstown, PA

Communications

Completed three semesters majoring in Communications/Secondary Education.

1988 Greater Johnstown Area Vocational Technical School Johnstown, PA

High School Diploma Academics / Medical Laboratory Science

3.7 GPA

Member and Officer of AF Jr. R.O.T.C. - Operations Officer, Drill-Team

Student Announcer

V.I.C.A.

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