Customer Service Manager

Laura Pistol Smith

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

Address:

City: deberry

State: TX

Zip: 75639

Country: USA

Phone: 903-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Desiring a career placement where initiative, self starting qualities and interact with various levels of personnel is required. PERSONEL PROFILE Management - Solid background in planning and executing sales and marketing plans. Hands- on manager with highly developed negotiation skills. Equally strong in budgeting management. Marketing - Proven ability to recognize and assume bottom- line responsibility for strategic planning, pricing market research and forecasting. Knowledge of marketing disciplines, including research, telemarketing,promotional planning, event planning, and advertising. Team Building - Decisive team leader with extensive experience recruiting, and developing effective training programs. Communication - Persuasive communicator with well-developed presentation and negotiation skills. Able to develop productive relationships with colleagues, customers, and staff at all levels. Innovative executive and marketing professional experienced in high-volume, multi-unit, retail and business operations. Desires a high-level position in a professional corporate environment. Offering outstanding presentation, communication and cross-cultural team management skills. High-energy, results-oriented leader with an entrepreneurial attitude. Motivated ambitious professional who creates strategic alliances with organization leaders to effectively align with and support key business initiatives. Builds and retains high performance teams by hiring, developing and motivating skilled professionals in talent recruiting, asset protection, financial management and customer relations.

Educational Background:

High School Dipolma from Graduate of Idabel Gray High, Okc OK 1/2001 to 5/1981 (BUSINESS)

High School Dipolma from Alvin Trade School, Okc OK 1/2001 to 10/2012

High School Dipolma from Houston School of Cosmetology, Okc OK 1/2001 to 10/2012

High School Dipolma from Paris Junior College, Okc OK 1/2001 to 10/2012

Job History / Details:

Executive Profile

Desiring a career placement where initiative, self starting qualities and interact with various levels of personnel is required. PERSONEL PROFILE Management - Solid background in planning and executing sales and marketing plans. Hands- on manager with highly developed negotiation skills. Equally strong in budgeting management. Marketing - Proven ability to recognize and assume bottom- line responsibility for strategic planning, pricing market research and forecasting. Knowledge of marketing disciplines, including research, telemarketing,promotional planning, event planning, and advertising. Team Building - Decisive team leader with extensive experience recruiting, and developing effective training programs. Communication - Persuasive communicator with well-developed presentation and negotiation skills. Able to develop productive relationships with colleagues, customers, and staff at all levels. Innovative executive and marketing professional experienced in high-volume, multi-unit, retail and business operations. Desires a high-level position in a professional corporate environment. Offering outstanding presentation, communication and cross-cultural team management skills. High-energy, results-oriented leader with an entrepreneurial attitude. Motivated ambitious professional who creates strategic alliances with organization leaders to effectively align with and support key business initiatives. Builds and retains high performance teams by hiring, developing and motivating skilled professionals in talent recruiting, asset protection, financial management and customer relations.

Skill Highlights

Office Skills Ten-key Typing I and II Ms Windows

Project management

Small business development

Client account management

Product development

Cheerful and energetic

Excellent time management

Analytical problem solver

Specializes in industrial markets

Production procedures

Fast learner

Engineering/project management experience

Troubleshooting specialist

Established track record of exceptional sales results

Exceptional multi-tasker

Complex project negotiations

Social media savvy

Effective Retail Sales Manager

Well-versed in contract law

Public speaking talent

Non-profit management

Customer retention

Marketing and advertising

Crisis management consulting

Human resources management

Exceptional interpersonal skills

Strong sales-closer

Expert in sage CRM products and software

Core Accomplishments

Developed highly effective sales training strategies as Sales Manager of a 25 person team.

Staffing

Worked directly with Human Resources to streamline hiring and onboarding process.

Marketing

Implemented marketing strategies which resulted in 60 percentage ] growth of customer base.

Supervision

Supervised sales team to monitor sales activity and goal achievement.

Quality Control

Increased company productivity by 15 percentage through client product over shipment prevention by implementing bar-coding and RF equipment for system software administration.

Problem Resolution

Responsible for support and development of company disaster recovery plan.

Served as advocate for end-users, performing tests and problem analysis for server, desktop and IT infrastructure work.

Performance Management

Successfully deployed complex end-to-end business intelligence solutions that delivered business value to functional organizations.

Facilitated effective working relationships between client, partners and project teams throughout project lifecycles.

Programming

Increased revenues by 12 percentage by developing codes for accounting tasks including cost estimation and revenue generation.

Ensured customer satisfaction by providing online technical support.

Professional Experience

December 2011 to Current

FIELD SPECIALIST/SMC/MANAGER

RESET STORES,POG,S/P,S/R,ALL MANAGERS DUTY,INVENTORY STOCKING,PLANAGRAMS,VENDORS,ON HAND AJUSTMENTS,CASHIER, HIRING, BANKING, CTV,CBLS, TRUCK, STARS, ETC.

DRIVELINE RETAIL TRAIN CSR, RESETS, CUT IN, STOCKING, COVERED 3 STATE AREA.

Provided daily support to ensure company staff had necessary tools to perform tasks efficiently.Single-handedly developed process to improve workflow and communication between in-house departments.Consistently met deadlines and requirements for all production work orders.Developed department's first incentive performance plan which motivated staff and resulted in a 23 percentage increase in sales.

Executed 10 daily cold calls to top level executives to increase client base.

Answered customers' questions regarding products, prices and availability.Emphasized product features based on analysis of customers' needs. Responded to all customer inquiries in a timely manner. Collaborated with members of other departments to complete sales transactions. Used networking opportunities to create successful, on-going business relationships.Planned and organized routes within territory to maximize efficiency and time in the field.Shared product knowledge with customers while making personal recommendations.

10/31/2012 12:00:00 AM

Co-Owner/Manager/Catering/marketing director

Manage Crew, Cook, Customer Service,.

Hiring Employees, Ordering Supplies,.

Open/Close Business, Taxes, Payroll.

December 2002 to Current

Eosc /International Commercial Drivers Training Idabel, Oklahoma

Sr Instructor Administration/ Dir of Admission/R

Recruiting, Admissions, General Office Procedures,.

Applications, Phones, Customer Service, Client Procedures,.

Books, DOT Inspections/Audits, Job Placement.

Applicant Funding Source Location.

Counseled and disciplined staff when necessary.Managed accounts payable, accounts receivable and payroll.Performed regular telephone contact with providers to discuss status of rebilling and reimbursement process to ensure account resolution.Served as corporate liaison between the finance, IT and marketing departments.Provided efficient customer service to clients.Developed Executive Agenda for all senior-level management.Created company's first employee manual including training and development, tracking of all off-site cell phones, computers, copy/fax machines and jobsite plans.Created databases and spreadsheets to improve inventory management and reporting accuracy.Reduced overhead by taking on more responsibility with creative and administrative projects, reducing labor costs by 80 hours per week and increasing sales/production by 20 percentage .Systematically increased office organization by developing more efficient filing/documenting system and customer database protocols.Planned and executed all aspects of office headquarter move.Consistent record of improving productivity, reducing costs, and resolving complex departmental issues.Prepared and drafted all outgoing correspondence in a timely manner.Complied annual recommendations for end of fiscal year budgets.Oversaw inventory and office supply purchases.

June 2009 to December 2011

THE BRIET CO

SUPERVISOR/MANAGER CUSTOMER SERVICE,CONTRACTS, L

Created strategies to develop and expand existing customer sales, which resulted in a 30 percentage increase in monthly sales.

Planned and organized routes within territory to maximize efficiency and time in the field.Developed, produced and enhanced risk reports for all business units.Prepared internal quarterly and annual portfolio monitoring reports.Diligently reviewed the specialty loan portfolio for compliance with all reporting requirements.Communicated regularly with management regarding portfolio performance and new loan transaction quality.Analyzed financial information obtained from clients to determine strategies for meeting clients' financial objectives.Reviewed clients' accounts and results regularly to determine whether life changes, economic developments or financial performance indicated a need for plan revision.Interpreted data on price, yield, stability, future investment-risk trends, economic influences and other factors affecting investment programs.Monitored risk accounts on a weekly, monthly, quarterly and annual basis.Acquired 230 new clients in the past year, with total investment portfolio value of $1 million.

December 2008 to December 2009

Silentco

Hwy 259 north Idabel Oklahoma 74745.

580-***-**** Phil Siva.

Successfully managed the activities of 12 team members in multiple locations.

Developed, implemented and monitored programs to maximize customer satisfaction.Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.Effectively communicated with team members to maintain clearly defined expectations. Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.Resolved customer questions, issues and complaints.Resolved customer questions, issues and complaints.

December 2007 to December 2008

Choctaw Casino Washington Idabel

Crs, Courtesy Cart Driver, Fill In where needed.

Resolved customer questions, issues and complaints.Developed rapport with the customer base by handling difficult issues with professionalism.Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.Created training manuals targeted at resolving even the most difficult customer issues.Prepared items according to written or verbal orders, working on several different orders simultaneously.

December 2004 to December 2007

Sani-Can Company Texarkana, Tx

Office Manager

Oversee all operation of Daily Business, Quickbooks,.

General Office Procedures, Banking, Postal, Dispatch order, etc.

Ensured that all health and safety guidelines were followed.Developed methods to estimate the efficiency of biomass pretreatments.Oversaw the production process and managed the production schedule.Configured any human and material resources needed.Responsible for the selection and maintenance of equipment.Prepared and maintained production reports and personnel records.Supervised and motivated staff and management.Reviewed processing schedules and production orders concerning inventory requirements, staffing requirements, work procedures and duty assignments, considering budgetary limitations and time constraints.Maintained necessary level of communications between shifts.

December 2004 to December 2007

Leipman, INC Hooks, Texas

903-***-**** Supervisor: Shannon Lee Job Position manager Management Duties: Crew Schedule, Company Orders, Supply Inventory, General Office Procedures, Background Checks, Applications, Customer Service.

Maintained necessary level of communications between shifts.Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency.Scheduled and directed staff in daily work assignments to maximize productivity.Efficiently resolved problems or concerns to the satisfaction of all involved parties.Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.Developed and maintained exceptional customer service standards. Built sales forecasts and schedules to reflected desired productivity targets. Carefully prepared weekly payroll to keep up with projected revenue for the week.Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.Counseled and disciplined staff when necessary.Managed accounts payable, accounts receivable and payroll.Consistently obtained highest rating from the county health department.

2000 to 2003

Dollar Country Store/ Pistol's Place Cafe Broken Bow, Ok

Mel Dollar, Owner

2000 to 2001

Caring Companion Sitters Plano, Texas

Supervisor Caretaker/ Eldercare

Train Family Member Caretaking,.

Alzheimer's Care, Doctors Orders, Medication,.

Organize trips, Meals, Counselor, Daily Care Plans.

1997 to 2000

Memorial Heights Nursing Center Idabel, Oklahoma

Supervisor Activity Director/marketing director/

Arrange Daily Schedules, Plan Marketing Events,.

Computer Programming, MDS Coordinator/Transmittals,.

General Office Procedures, Medical Records, Care Plans,.

Patient Records, Safety Inservice Emergency Evacuation Committee.

1995 to 1997

Lewis Food Store

Supervisor Office Manager/Clerk/Computer Pricing

Oversee Bookkeeping, Consumer Complaints,.

Daily Deposits, Computer Programming, Price Changes,.

Product Ordering, Vendor Distribution, Schedules, Apps,.

Time Cards, Department fill in.

December 1989 to December 1995

Dollar Burger Broken Bow, Ok

Asst. Manager/Cook/Cashier

Oversee Daily Sales, Customer Assistance,.

Daily Activities for Job.

1995 to 1996

Nation Funeral Home Broken Bow, Ok

Supervisor Wayne George/Dean Stewart

1994 to 1995

Red River Girl Scouts St Paris, Texas

Seasonal Assistance Worker/marketing director

Marketing of Pre Need Insurance,.

Funeral Prearrangement, Telemarketing of Living wills,.

Prepare Insurance Policies.

1991 to 1994

Home Child Day Care Broken Bow, Ok

Neighborhood Chairman/marketing director

Organize Community Meetings,.

Recruit Area Leaders, Organize Sales/.

Promo Provide Leadership Training.

1986 to 1991

Gemini Coffee Shop Idabel, Ok

Supervisor Manager/ Co-Owner/Owner

Schedule of Employees, Payroll, Product Orders,.

Cook, Cashier,Waitress, Customer Care 1.

1978 to 1980

Oak Grove Nursing Home Idabel, Ok

Supervisor Social Director/Office Manager/market

Facilitate Group Sessions, Carry patients to doctor/trips,.

General Office Procedures, Family Relations References.

Education

1978 Graduate of Idabel Gray High,

1979 Alvin Trade School,

Graduate

1980 Houston School of Cosmetology,

1981 Paris Junior College,

Additional Information

Licenses & Certificates Homesteaders Life and Health Insurance (Insurance License) Houston School of Cosmetology (License) Oklahoma State Department of Health (Licensed Social Service/Activity) Red River Valley Girl Scouts Organization (Regional Certification) Alvin Vocational Tech School (Handicapped/Disability Cert) Paris Junior College (Alzheimer's Con Ed)

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