Customer Service Manager
Resume:
Kimberly Allen
Email: ********@***********.***
Address:
City: Memphis
State: TN
Zip: 38128
Country: USA
Phone: 901-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Experienced Retail Manager who specializes in quality service, customer retention, productivity and team management. Also some experience and knowledge of different levels of Loss Prevention.
Educational Background:
High School Dipolma from Northside High, Memphis TN 1/2001 to 5/1997 (Accounting & Spanish)
Job History / Details:
Summary
Experienced Retail Manager who specializes in quality service, customer retention, productivity and team management.
Also some experience and knowledge of different levels of Loss Prevention.
Highlights
Exceptional interpersonal communication
Marketing savvy
Skilled trainer
Excellent time management skills
Effective problem solver
Focused on customer satisfaction
Talent development
Inventory control
Deadline-oriented
Meticulous attention to detail
Process improvement specialist
Effective workflow management
Management of remote employees
Skilled multi-tasker
Training and development
Scheduling
Experience
October 2011 to September 2012
Marshalls Memphis, TN
Loss Prevention Detective
Effectively controlled losses of inventory in various stores by using various forms of surveillance.
Apprehended shoplifters to control losses in stores.
Created/helped research internal shoplifting/fraud cases to be handled by upper levels of loss prevention.
Ensured that proper policies/procedures were followed by store management and associates that were implemented to control shrink.
Developed a rapport with store management to create an ethical environment in order to reduce internal shrink in stores.
July 2008 to October 2011
Family Dollar Memphis, TN
Customer Service Associate(loss prevention dept.) turned Assistant Manager
As CSA:
Enforced loss prevention methods that were in place to reduce shrink and drive sales.
Monitored internal loss by daily surveillance review/reporting to upper loss prevention personnel.
Helped control incidents in stores that would possibly cause the company losses.
Developed a rapport with management and team leaders to insure excellent customer service and prevent loss.
Deterred losses by walking sales floor and offering one-on-one customer service as necessary.
Attended weekly meetings with other LP personnel to develope other ways to prevent loss in stores.
As Assistant Manager :
Successfully managed the activities of 6 or more team members in multiple locations.
Recruited, managed and mentored an average of 5 new customer service representatives per year.
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
Trained new quality customer service representatives.
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.
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.
Basic opening, closing, and operation of stores in the absence of store manager.
Processing freight shipping & receiving with the help of other team members.
Stocking, adds, and displays to meet expectations of the company.
June 2003 to June 2008
Hudson Group Memphis, TN
Sales Associate-Merchandiser/Supervisor-Terminal Manager
As Sales Associate:
Maintained clean, well-stocked retail gift shops at Memphis Airport.
Basic cashiering and offered quality customer service.
Monitored store inventory as requested by management.
As Merchandiser/Supervisor:
Ordered necessary merchandise from various vendors to provide mainstream as well as specialty stores with items needed to keep locations stocked and displayed nicely.
Went to some local off-site vendors to order/obtain products needed for stores if it was inconvenient for them to ship to the airport.
Escorted/assisted several vendors throughout the airport(including special badge for security escorts).
Relieved associates in different stores throughout branch for breaks, lunches, etc.
Assisted General Manager as requested with several special projects and deadlines.
Monitored associate activities by completing random cash register audits upon request of General Manager.
Pulled merchandise from in-house warehouse to stock 9 mainstream stores.
Displayed and ordered for 4 specialty stores.
Completed shift changes/countdowns for sales associates.
As Terminal Manager:
All of the above as well as scheduling and supervising a staff of about 35 associates and 6 supervisors.
Large office cash-handling and balancing petty cash daily.
Opening, closing, and basic operations of entire branch in absence or relief of General Manager.
Kept stores in compliance with the guidelines of the Airport Authority.
Assisted in the opening and stocking procedures as each store opened individually (including overnight shifts).
Appointed by General Manager to prep and oversee all inventory processing and work with inventory teams individually and collectively.
Hired, interviewed, trained, and promoted several quality associates.
Owned team productivity metrics.
Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Education
1997 Northside High Memphis, TN
High School Diploma Accounting & Spanish
Took courses on Introduction to Keyboarding in which I was typing 30-35 WPM upon completion.
Took Accounting 1 and 2 and final grade was a "B" for both years.
Took Spanish 1 and Spanish 2. Would not say I am fluent in Spanish however, I can figure out translate some Spanish.
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