Customer Service Manager

Karen Jones

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

Address:

City: Durham

State: NC

Zip: 27713

Country: USA

Phone: 919-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. I am a highly motivated, focused and friendly seasoned professional with a strong work ethic. I have have history of over nine years of work expertise in sales and service. Three of the nine years consisted of directly managing, coaching, mentoring, implementing and assessing a team of eight. I am accustomed to working in a fast-paced, team-based and goal oriented work environment. My personal goal is to create a positive client experience by matching or sur-passing the client's expectation by means of providing high quality customer care to each and every client. I am seeking a position with your organization where I can bring immediate value and strengths whilst developing my current skills further.

Educational Background:

High School Dipolma from East Bladen High School, Elizabethtown NC 1/2001 to 6/1988 (Calculus, Science, English, French)

High School Dipolma from Durham Technical community College, Elizabethtown NC 1/2001 to 10/2012

High School Dipolma from Durham Technical Community College, Elizabethtown NC 1/2001 to 10/2012

High School Dipolma from East Bladen High School, Elizabethtown NC 1/2001 to 10/2012

High School Dipolma from North Carolina Central University, Elizabethtown NC 1/2001 to 10/2012

Job History / Details:

Career Focus

Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. I am a highly motivated, focused and friendly seasoned professional with a strong work ethic. I have have history of over nine years of work expertise in sales and service. Three of the nine years consisted of directly managing, coaching, mentoring, implementing and assessing a team of eight. I am accustomed to working in a fast-paced, team-based and goal oriented work environment. My personal goal is to create a positive client experience by matching or sur-passing the client's expectation by means of providing high quality customer care to each and every client. I am seeking a position with your organization where I can bring immediate value and strengths whilst developing my current skills further.

Summary of Skills

Positive and friendly

Cheerful and energetic

MS Office proficient

Exceptional time management

Detail-oriented

Effective team player

Relationship selling

Goal-oriented

Highly customer service-oriented

Excellent work ethic

Strong interpersonal skills

Networking skills

Excellent negotiating tactics

Superior organization ability

Excellent communication skills

Mathematical aptitude

Resolution-oriented

Accomplishments

Formally recognized for excellence in banking customer service.

Achieved status as one of the top 10 Store Customer Service Performers in the region.

Achieved status as one of the top 10 Store Sales Performers in the region.

Achieved an internal audit score of 100 percentage .

Fulfilled all supervisory duties when Store Manager was on vacation.

Coached and managed a team ensuring that Federal, State and Banking Guidelines were being me at all times.

Professional Experience

April 2010 to September 2012

Edible Arrangements Durham, North Carolina, USA

Customer Service Specialist

Provided exceptional service to customer with their selection of edible fruit arrangements as well as up-selling other products in the store, such as balloons, specialty containers and teddy bears. Answered incoming calls and placed orders for those customers. Imported and processed on-line orders. Kept the store and my work area tidy and neat at all times. Maintained order in the cooler area to make sure all current orders were always at the front of the cooler and made sure orders were being picked up on time. Made sure the lobby cooler was always stocked with arrangements for drop in and last minute customers. Called all delivery customers the next day to ensure that we met their satisfaction level with their arrangement.

August 2009 to April 2010

Wachiovia/ Wells Fargo Durham, North Carolina, USA

Service Manager

Coached and managed a team of 8 direct hires. Planned, organized and performed huddles to cover accomplished goals of the previous day, goals for the current day, new campaign, and the store's district ranking in sales and service. Assisted the store manager and managed the store in their absence. Responsible for resolving minor and complex service issues that may arise with customers and employees. Accessed computerized financial information to answer questions related to specific accounts. Conferenced in on daily conference calls with District Manager and fellow Store and Service Managers to report and update sales and service numbers for the day. Performed Annual Reviews and and constantly updated Performance and Development Plans on each of my direct hires by setting and tracking performance goals set by the direct hire and myself. Performed random audits on each of the direct hires, the store's cash vault and the store's ATM. Responsible for ordering supplies, cash for the store's cash vault, and shipping cash out in a timely manner as required on a weekly basis, as well as ensuring that I stay within budget. Performed Risk management by ensuring that the store always stayed within compliance within Federal, State and Banking Guidelines by avoiding loss through the negligence of employees or customers.

August 2007 to August 2009

Wachovia/Wells Fargo Durham, North Carolina, USA

Teller Manager

Coached and managed the teller line on a daily basis. Reported and delivered daily sales and service goals. Performed observations on all tellers to ensure that all the daily service deliverables were being performed on all customers at all times. Resolved all service and work related issues on the teller line. Monitored and ensured that all tellers were in compliance with Banking Guidelines and on target with completing their Web Based Training throughout the year. Performed annual Performance Reviews and daily coaching sessions. Mentored New Hires freshly out of training for my store s well as other stores. Assisted customers with their withdrawls, deposits as well as other banking related procedures. Sold and referred banking products and services to meet daily sales goals.Provided superior customer service to all customers. Balanced my personal cash drawer on a daily basis as well as the banks cash vault.

April 2001 to August 2007

Wachovia/Wells Fargo Durham, North Carolina, USA

Teller/ATM Custodian

Assisted customers with deposits, withdrawls, cash advances, bank checks, payments, savings bonds, traveler's checks, safe deposit boxes and commercial change orders. Resolved and assist customers with service and banking issues. Monitored and balanced banks cash vault daily. Sold and referred banking products and services to meet daily sales goals. Completed assigned Web Based Training courses. Supported co-workers when dealing with complex transactions and difficult customers. Balanced a cash box daily.

March 1996 to April 2001

Southside Designers Durham, North Carolina, USA

Assistant Manager

Supervised all of store employees. Increased volume of clients by providing great customer service and salesmanship. Performed opening and closing procedures on appointed days. Planned and monitored employees work load, lunch breaks and vacation schedule. Ordered and tracked inventory. Planned and arranged store displays. Balanced cash drawer daily. Made daily bank deposits.

October 1991 to March 1996

Fashion Avenue Durham, North Carolina, USA

Assistant Manager

Communicated with and assisted customers with their purchases. Assisted Store Manager with purchasing by recommending the latest trendy styles. Organized and arranged store displays. Supported employees through coaching on sales and service tips. Scheduled and monitored daily work schedule, breaks and vacations. Monitored store's inventory daily by updating store's Inventory Tracking system. Balanced a cash drawer daily.

Education

2012 Durham Technical Community College Durham, North Carolina

Building Construction

A series of courses designed to implement hands on training in the Construction Industry. Courses included : Carpentry 1, Carpentry II, Masonry, Blueprint Reading and Building Estimating.

Residential Building Course Certificate Obtained.

2010 Durham Technical community College Durham, North Carolina

Real Estate

Pre-Licensing course in Real Estate which involves studying the basic knowledge and skills necessary to perform services as a Licensed Real Estate Broker.

2009 Durham Technical Community College Orange County, North Carolina

Notary Public Course

Course designed to teach individuals the knowledge required to notarize various documents for individual needs.

1988 East Bladen High School Elizabethtown, North Carolina

High School Diploma

Studied Advanced Math classes, English,Science, Social studies and French. Part of the Beta Club,FHA (Future Home Makers of America) and the Upward Bound Program.

North Carolina Central University Durham, North Carolina

Business Administration

Studied Business administration with a Minor in Accounting, Dean's List Fall 1988, Attended Work study.

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