Customer Service Manager

Sharon Mazetta

Email: abpuva@r.postjobfree.com

Address: ***** **** ****** ***** ****

City: Buckley

State: WA

Zip: 98321

Country: USA

Phone: 253-***-****

Skill Level: Experienced

Salary Range: $42,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Sharon Mazetta

22408 74th St. Crt. E Buckley, Washington 98321

Email: abpuva@r.postjobfree.com

Home phone: 253-***-**** Cell phone: 702-***-****

Committed Customer Service Manager with 16 years of experience in the home building industry and the dietary supplement manufacturing and sales field. Consistently achieved record-high customer satisfaction rankings, improvements to the bottom line and turnaround of under-performing operations.

Valued builder and leader of customer-focused teams; instilled a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Led by example to ensure the execution of all safety, security, quality and operational policies.

Areas of Expertise

Customer Service Management, Objection Handling and Resolution, Customer Satisfaction Enhancement, Sales and Margin Improvement, Team building and Training, Health and Wellness Consultation.

Professional Experience

Harmonic Innerprizes, Inc., Henderson, Nevada 2004-2010

Customer Service Manager, 2004-2010

Resolved customer issues and answered customers` questions regarding product selection and usage.

Supervised the work of office, administrative and customer service employees to ensure adherence to quality standards, deadlines and proper procedures.

Provided employees with guidance in handling challenging or complex issues and in resolving escalated challenges.

Implemented corporate and departmental policies, procedures and service standards in conjunction with upper management.

Discussed job performance evaluations with employees to identify opportunities for advancement.

Trained and instructed employees in job duties and company policies.

Maintained records pertaining to inventory, personnel, orders, supplies and machine maintenance.

Computed figures such as balances, totals and commissions for the customer service department.

Researched, compiled and prepared reports, manuals, correspondence and other information required by upper management or governmental agencies.

Analyzed financial activities and provided input into budget planning and preparation processes.

Made recommendations to upper management concerning such issues as additional staffing and procedural changes.

Pioneered research and development of new product lines.

D. R. Horton Home Builders - Albuquerque, New Mexico 2003-2004

Customer Service Manager, 2003-2004

Resolved escalated customer concerns and answered customers` questions regarding the building of their new homes and the final product.

Supervised a team of 14 representatives to handle multiple possible issues that arose during construction as in rough ins, top outs and final walk through.

Critiqued, analyzed and approved all vendor invoices.

Conducted all team performance evaluations and identified possible areas of improvement.

Made recommendations to senior management such as the need of additional team members or possible changes to procedures.

KB Homes - Albuquerque, New Mexico 2001-2003

Customer Service Representative, 2001-2003

As a team member, helped customers understand the workings of their new homes. Included how to operate windows, how to light their pilot lights on their water heaters, where their water shut off valves were located in case of an emergency, showed them how to operate their dishwashers and refrigerators, what cleaning products to use on the different paint selections in their home and any other questions that may have arose.

Constant evaluation of the progress of our customers` homes and maintained a working relationship with our customer base.

Consistent communication with the new customers on the progress of their homes and any possible delays that may happen in the construction or the accents within the home.

Conducted weekly team meetings on how the team could perform at optimum levels with any issues that arose that week on the new construction.

AMREP Homes Builders - Albuquerque, New Mexico 1996-2001

Scheduling Coordinator, 1996-2001

Handled all of the scheduling of 100 homes in the sub-division I was assigned.

Made daily adjustments through the Project Management program.

Contacted vendors when potential delays were spotted and found resolve.

Worked closely with construction management for on time delivery of new homes.

Education

Certification classes in: Word, Excel, Project Management and Power Point

Certified with classes in: Customer Service Management Techniques, Team Building, Budget Resolutions, and Customer Satisfaction

Global College of Natural Medicine - Santa Cruz, California Graduation Date: 12/13/2006

Graduated in the top 5% of class as a Nutritional Consultant

Training: Completed numerous courses and seminars in anatomy, herbal remedies, psychology, detoxification, holistic nutrition, physical fitness, alternative healing methods and weight loss.

American Association of Drugless Practitioners

Commission on Certification as a Holistic Health Practitioner - received on January 29, 2007

Certificate Number: 50862701

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