Customer Service Sales
Resume:
Sheryl A. Scott-Swist
**** ******** ***, ***. *** ( Melbourne, FL 32935 ( Phone: 321-***-**** (
***********@*****.***
Office Manager Customer Service Supervisor
A dedicated and conscientious individual with strong organizational and
customer service skills; enthusiastic and cooperative team player who is
able to manage multiple priorities while delivering quality results
effectively.
Professional Experience
Percepta, Melbourne, FL
2011 - 2013
A global full-service customer loyalty company. Percepta operates customer
service contact centers in North America, Europe, Asia Pacific, South
Africa, Australia, China and Thailand.
Regional Customer Service Manager (Ford Motor Company)
Single point of contact for (58) Ford Motor Company automotive dealers and
client regional managers to address all customer sales and service issues
which require daily contact with dealership personnel at assigned
locations.
o Provide outsourced customer contact and auto dealer services including
concern resolution, technical support, sales and marketing support and
business process management.
o Empowered to make decisions using customer satisfaction tools to
resolve customer concerns and the lead liaison to resolve all contacts
generated by dealers, field personnel, and "at risk" customer cases.
o Responsible for managing all customer cases for assigned dealers to
ensure the dealer provides a quality, timely and professional
response.
o Establish and present process improvement recommendations that drive
customer satisfaction and advocacy at the customer service contact
center and dealerships.
Kane's Furniture, Melbourne, FL
2005 - 2011
Furniture store consisting of +1-million square feet of furniture retail
space within 17 locations serving 8 major central Florida markets.
Office Manager
Charged with managing and orchestrating multiple functions within main
office including the supervision of 30 staff members which included office,
sales, and warehouse employees.
o Responsible for recruiting, selecting, orienting, training, as well as
eliminating office and sales staff employees.
o Maintained office and sales staff job results by coaching, counseling,
and disciplining employees; planning, monitoring, and appraising job
results.
o Generated all staff schedules including office, sales and management
teams.
o Conducted daily team sales meetings to review sales objectives and key
performance indicators.
o Reviewed and tracked daily sales reports.
o Prepared monthly sales summaries and reports for management.
o Responded to and resolved all customer service issues and complaints ~
received numerous customer service awards.
o Ensured all staff needs were met ~ handled and settled employee
complaints, grievances, questions and concerns.
All-Pro Automotive, Toms River, NJ
1996 - 2004
An automotive service and repair center servicing the NJ shore & central
New Jersey area. A company started by my husband and me.
Owner/Office Manager
In charge of front office operation which included direct supervision of a
service staff of 8 employees.
o Managed all office services by organizing day-to-day office operations
and procedures; designed and implemented data management system.
o Controlled accounting functions ~ payroll; accounts payable &
receivable; general ledger, bank reconciliation, and benefits.
Sheryl A. Scott-Swist
Phone 321-***-****
Page 2 of 2
Experience Continued...
o Prioritized and assigned employees' daily schedules ~ followed up on
work results.
o Coordinated all customer service appointments and follow ups ~
addressed and resolved any customer concerns.
o Maintained inventory supplies for back operation, repair and service
center, as well as front office.
o Conducted all necessary administrative functions ~ billing, filing,
answering phones, correspondence, and vendor relations.
o Developed and executed the company's local marketing campaign.
Larry's Auto body, Jackson, NJ
1987 - 1996
Family-owned business specializing in auto body repair; auto repair
servicing the NJ shore and central & southern New Jersey areas.
Receptionist
o Responsible for all front office administrative functions ~ answering
phones, welcoming customers, typing, filing, ordering office supplies,
auto supplies/parts, billing, payroll.
o Liaised with customers, vendors and auto insurance companies.
o Arranged employees' daily schedules.
Education & computer experience
High School Graduate, Jackson, NJ
Ocean County Community College, Toms River, NJ - completed various courses
towards Associates Business Degree
Microsoft Suite (Excel, Word, Outlook)
Core Competencies
Attention to detail
Data collection
Decision-making
Dependable
Ethical
Excellent communication skills including oral, written and interpersonal
Flexible
Organizational and planning skills
Problem solving
Strong customer service manner
Time management
Team building and teamwork
Contact this candidate