Customer Service Manager

Scott Eric Pearson

Summary

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Inside Sales Representative who meets all deadlines under pressure in fast-paced environments. Warehouse manager familiar with all aspects of logistics, shipping and receiving and general warehouse operations. Warehouse Worker accomplished in organizing shipments and loading trucks for fast and efficient customer delivery.

Highlights

High customer service standards

Accomplishments

Earned a perfect attendance record for three years in a row. Exceeded corporate target for customer satisfaction for 60 months in a row. Promoted to Call Center Manager after 3 years of service. Achieved Pace Setter Award four years in a row. Customer Assistance

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Customer Interface

Greeted customers upon entrance and handled all cash and credit transactions.

Experience

Education

Atlanta School of Travel – Atlanta, GA

Travel Counselor January 1989 to April 2012 American Express Travel – Hartford, C T

Booked transportation and hotel reservations, using computer terminal or telephone.

Call center management experience

Customer service management expertise

Strong problem solving ability

Telecommunications knowledge

Dedicated to process improvement

Assisted customers over the phone regarding store operations, product, promotions and orders.

Print or request transportation carrier tickets, using computer printer system or system link to travel carrier.

Research and resolve problems for clients Converse with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.

Compute cost of travel and accommodations, using calculator, computer, carrier tariff books, and hotel rate

Exceptional interpersonal skills

Available for evening and weekend shifts

Cheerful and energetic

Organized and meticulous

Clear and articulate phone manner

Excellent time management

Dependable

Team leadership

Shipping and receiving

Results-oriented

Multi-tasker

Safety-conscious

Customer-service focused

Vendor management

1340 Ormewood Ave SE, Atlanta, GA 30316 Home: 404-***-**** : ********@*****.***

books, or quote package tour's costs.

Assistant Manager/Sales Associate June 1979 to August 1983 Atlanta Blue Print Co – Atlanta, GA

Inventory stock and reorder when inventory drops to a specified level.

Warehouse Manager April 1976 to May 1979 Ball Stalker Co. – Atlanta, GA Supervised material flow, storage and order fulfillment. Oversaw special orders and after-hours, urgent shipping jobs. Unloaded, picked, staged and loaded products for shipping. Oversaw warehousing and storage practices and housekeeping. Received incoming shipments and reviewed contents against purchase order for accuracy.

Education

Voice Over Certificate : Voice, 2011 Clayton State University – Morrow, GA, USA

Certified Travel Agent : Travel Agent, 1988 Atlanta School of Travel – Atlanta, GA, USA

no degree : Business Administration, 1975 Calhoun State Jr. College – Decatur, AL, USA

Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise.

Assign employees to specific duties.

Monitor sales activities to ensure that customers receive satisfactory service and quality goods.

Instruct staff on how to handle difficult and complicated sales.

Enforce safety, health, and security rules.

Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.

Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.

Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.

Keep records of purchases, sales, and requisitions.

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