Customer Service Management
Resume:
Tracey Morris
**** ********* ***** ****., ***. C, Redondo Beach, CA 90278
©310-***-****/***************@*****.***
Executive Summary
Accomplished and energetic professional with a solid history of achievement in Management and Customer service with over 20+ years of experience
Excellent communication and time management skills
Passionate, dedicated and motivated with a drive for excellence.
Trusted key holder
Motivated leader with strong organizational and prioritization abilities
Core Qualifications
Operations Management
Logistics
Customer Service expert
Staff training and development
Cheerful and energetic
Dependable and reliable
Professional Experience
Office Manager/Coordinator-Illustrious Inspections December 2015 to February 2017
*Illustrious Inspections is a very small company with (1) owner, (1) master technician, and (7) sub-contractor technicians. They install and repair fitness equipment in gyms and homes. Our main vendor was Orangetheory gyms.
Answered directly to the owner
Oversaw daily office operations for staff of 7 employees.
Prepared and distributed payroll for staff of 7 direct reports.
Composed and drafted all outgoing correspondence and reports for the owner and technicians
Oversaw inventory and office supply purchases.
Processed accounts receivable and accounts payable.
Office Manager-Morris Cleaning & Restoration September 1998-May 2016
*Morris Cleaning & Restoration is a very small company with (1) owner and 3 employees. They started as a carpet and upholstery cleaning company but expanded into major floor restoration of all floor types, including tile, stone, granite, marble, wood, etc.
Answered an average of 20-35 calls per day by addressing customer inquiries, solving problems and providing new product information.
Provided an elevated customer experience to generate a loyal clientele
Developed a reputation as a highly efficient service provider with outstanding levels of excellent professionalism and satisfaction.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Solicit sales of new or additional services or products.
Schedule and confirm appointments for clients, customers, and supervisors.
Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll.
Collect and deposit money into accounts, disburse funds from cash accounts to pay bills or invoices, keep records of collections and disbursements, and ensure accounts are balanced.
Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.
Conduct searches to find needed information, using such sources as the Internet.
Establish work procedures or schedules and keep track of the daily work of staff.
Use computers for various applications, such as database management or word processing.
Prepare invoices, reports, memos, letters, financial statements and proposals using Microsoft Word, Excel and Outlook
Perform general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping work.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Successfully acquired an average of 9-10 new customers per month, generating a 5% growth in revenue by cold calling.
Contacted customers to follow up on services, suggest new services and informed them about promotions and upcoming events.
Upsold on cleaning services, products and upgrades.
Customer Service Rep/Logistics–Freeman Corporation July 2014-October 2014
*Freeman is a huge company that deals with shipping freight for conventions.
Process logistical orders for trade show/exhibitor freight.
Prepare rate quotes.
Process phone orders, faxed orders and online orders.
Track shipments, provide Bills of Lading and POD's.
Record shipment data, such as weight, charges, space availability, damages, or discrepancies for reporting, accounting, or record keeping purposes.
Confer or correspond with establishment representatives to rectify problems, such as damages, shortages, or non-conformance to specifications.
Contact carrier representatives to make arrangements or to issue instructions for shipping and delivery of materials.
Airline Guest Relations/Ticket Agent-AA/Palm Springs Airport October 2013-February 2014
*American Airlines and the very small airport for Palm Springs, California
Greeted passengers, verified tickets and directed passengers to assigned seats.
Addressed passengers concerns about delayed and canceled flights and resolved the issues through redirecting flights.
Relayed updates and information to passengers in a friendly and timely manner Scheduled passengers for flights.
Prepare customer invoices and accept payment.
Answer inquiries regarding information such as schedules, accommodations, procedures, and policies.
Determine whether space is available on travel dates requested by customers, assigning requested spaces when available
Announce arrival and departure information, using public address systems.
SKILLS
Microsoft Office proficient
Personnel and Human Resources
Accounting management AR/AP
Administrative
Billing Bookkeeping
Clerical
Customer Service
Database management
Financial statements
General office management/duties
Inventory
Prepared invoices
Marketing materials
Negotiation Skills
Purchasing
Strong Client Relations
Payroll
Policies
Sales
Shipping/Logistics
Proposals
Quickbooks
Exceptional communication skills Scheduling
Multi Phone talent
Education: El Segundo High School-Graduated 1984
El Camino Jr. College-52 credits-Early Childhood Education; University of Texas, SA-35 credits-Early Childhood Education (Top 10% of class/Dean’s list 1988-1992)
Dear Recruiter,
After working for 20+ years in Management/Customer Service, I took time off from my career to take care of my dying mother. During that time, I was able to develop my proficiency in Windows, Excel and Quickbook skills through part time work. At this point, I now feel like I have the exact qualifications you seek.
If you want someone with Strive, Personality, and Desire with a strong background to join your team, I'm the one. I look forward to hearing from you.
Thank you for your time and consideration.
Sincerely,
Tracey Morris
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