Customer Service Manager

Craig Jones

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

Address: ***** *. ****** ***

City: Chicago

State: IL

Zip: 60643

Country: USA

Phone: 773-***-****

Skill Level: Entry

Salary Range: $45,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Craig A. Jones

10879 South Racine Avenue

Chicago, Illinois 60643 *********@********.***

Cell: 773-***-****

Home: 773-***-****

Dedicated customer service manager with 12+ years of experience in retail, food service and pharmaceutical 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

Complaint Handling & Resolution

Retail Operations Management Customer Satisfaction Enhancement

Front-End Supervision

Teambuilding & Training

Cost-Reduction Strategies

Order Fulfillment

Professional Experience

Wal-Mart-Chicago, IL 12/11 to Present

Dairy, Frozen, Meat Sales Associate

* Works overnight as required

* Works in areas requiring exposure to varying temperatures, extreme heat or cold, and/or wet, damp, or drafty conditions.

* Moves, lifts, carry, and places merchandise and supplies weighing up to 25 pounds without assistance.

* Provides products to customer by following company, regulatory policies and procedures for food safety and working to ensure in-stock and appropriate inventory levels.

* Provides customer service by acknowledging the Customer, identifying Customer needs, assisting with purchasing decisions, locating merchandise, resolving Customer issues and concerns, promoting products and services, maintaining a safe shopping environment, and appropriately representing and supporting the Company`s mission.

SPEEDWAY-Alsip, IL 07/10 to 09/12

Store Manager

* Provides customer service leadership/direction for entire store and team of employees working in that location

* Trains, schedules and coaches employees to ensure store positions are staffed to appropriately handle Customer Service needs

* Promotes and maintains a clean and organized store appearance inside and out

* Fosters an environment focused on customer service and satisfaction

* Ensures the store maximizes sales and educates staff on selling initiatives

* Demonstrates a high value for Health, Environment, Safety and Security (HES) issues, initiatives and programs in both personal and organizational responsibilities

* Completes other duties as assigned by management

HEART FINANCIAL - Schaumburg, IL 11/09 to 07/10

Customer Service Representative

* Expertise in resolving escalated customer service issues

* Secure numerous company achievement awards for delivery of exceptional customer service

* Achieve perfect score on all phone monitors

* Receive Customer Service Award for outstanding track record of positive customer feedback

* Receive numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues

WALGREENS - Chicago, IL 11/00 to 05/09

Executive Assistant Manager

Trained and supervised 25+ sales associates

Implemented effective strategies to reduce -shrink- by 15% in 2007

Ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies

Trained CSRs and managers in five struggling stores, which contributed to significant improvements in guest satisfaction and sales

Proven track record of accurately completing information management, marketing, and business-development efforts within budget requirements

Adept at developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve accuracy and efficiency, and achieve organizational objectives

Highly focused and results-oriented in supporting complex, deadline-driven operations; able to identify goals and priorities and resolve issues in initial stages

Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business

Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.

Fostered an environment in which guests enjoyed high levels of service and employees are motivated to deliver top performance

Managed front-end operations to ensure friendly and efficient transactions at checkout

Education and Training

ROBERT MORRIS COLLEGE - Chicago, IL 08/96 to 06/00

Bachelor of Business Administration; Concentration in Accounting

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