Customer Service Manager

Summary

Articulate, and results- oriented customer service professional with management experience and exceptional people skills. Versed in Microsoft Office, Excel, and Outlook 2007 and 2011, as well as, scheduling meetings, managing files, electronic communications, and organizing maintenance or training. Desires a challenging role as a Customer service manager.

Experience

Nordstrom Full-Line Store – Service Experience Specialist 10/ 2016 - PRESENT

Assist customers with various issues such as, but not limited to: difficult returns, credit card issues, NORDSTROM rewards program sign up and closure.

Use various programs to research customer purchases, and update personal information.

Encourage sales personnel to open Nordstrom Rewards cards as a means of building customer relationships.

Ensure that each and every customer has an amazing experience while handling customers’ private information

Work directly with store manager and department manager as a bridge between customer relations and loss prevention.

Nordstrom Full-Line Store – Salesperson 06/ 2015 - 09/ 2016

Perform daily department maintenance tasks such as price markdowns, merchandise transfers and light cleaning

Achieve personal and department sales goals.

Open Nordstrom Rewards cards as a means of building customer relationships.

Consistently seek new fashion / product knowledge to act as an expert for the customer

Ensure that each and every customer has an amazing experience, making shopping fun and easy by providing honest and confident feedback to customers regarding merchandise style and fit.

Outreach to customer via email, phone or text using tools such as personal book, next app, text-style and N.COM to keep customers up to date on sale events and promotions.

Nordstrom Rack- Perimeter Expo- Service Experience 02/2014- 06/2015

Make the customer experience quick, easy

Help customers uncover the hidden treasures they’re looking for, while providing a fast and friendly checkout

Answering the phone

Making sure the store and cash bay is clean, and clutter free

Share my love of fashion and a great bargain with customers

Tell customers all about upcoming events, our Nordstrom gift cards, and Nordstrom Reward program

Balance register, change requests, deposits, and cash handling efficiency through cash room processing

Delta Air Lines Inc. – Local Trainer/ Administrative Assistant 07/2007 – 12/2013

Gathered, transcribed and managed agent information using both computer based LMS system and LMS forms.

Planned, administered and recorded computer based training and On- the- job training programs for staff of 100 + agents while maintaining a safe environment, and communicating effectively by Meeting regularly with agents and management to establish the need for training for new employees and to define the scope of work the new hires will be tackling.

Confer supervising personnel in order to address questions, problems, and requests for performance improvements.

Maintain supplies inventory by checking stock to determine inventory level. Anticipate needed supplies; placing and expediting orders for supplies, verifying receipt of supplies.

Open, sort, and distribute incoming correspondence, including faxes and email.

Arrange couriers.

Keep the reception area clean.

Answer and forward phone calls, screen phone calls, file and retrieve corporate documents, records, and reports.

Schedule and dispatch agents, work crews, equipment, or service vehicles to appropriate locations according to operational specifications, or needs, using radios or telephones. Arrange for necessary repairs in order to restore service and schedules.

Relay work orders, messages, and information to/from work crews, supervisors, and field inspectors.

Receive or prepare work orders.

Starship Enterprises – Assistant Manager 03/2005 - 08/2007

Partnered with store manager to make sure the store floor ran smoothly.

Assisted store manager to ensure store policies and procedures.

Assisted store manager in communicating store specific needs and feedback to company leadership.

Meet the store's monthly sales goals.

Train new staff members. Monitor customer service.

Organized store ensuring, that the products are well displayed.

Manage deliveries.

Reconcile cash and sales receipts.

Take inventory, place orders and ensure the accuracy of all orders, transfers, and web-based sales.

Performed quarterly inventory, conducted weekly store meetings.

Assisted with the upkeep and cleanliness of the store.

In charge of loss prevention.

Athletes Foot - Store Manager 01/2004 - 02/2005

Created a warm and friendly atmosphere consistent to Athletes foot and its mission.

Ensure that all duties are carried out with the highest company standard in mind.

Perform quarterly inventory. Conduct weekly store meetings.

Assist with the upkeep and cleanliness of the store.

Revitalized store operational requirements by scheduling and assigning employees for specific duties.

Maintained store staff by recruiting, selecting, orienting, and training employees.

Plan, monitor, and appraise job results.

Identified current and future customer requirements by cultivating new professional relationships.

Revitalized rapport with potential and actual customers.

Spearheaded needed sales promotions to heighten company sales.

Education

Woodruff Medical 2004

Nursing Assistant Certification

Cedar Grove high school 2002

College Preparatory Diploma

Skills

Customer Service.

Training and development.

Flexible.

Leadership.

MS Office proficient.

Administrative/Clerical.

Creative Problem Solving.

Organized

Time management

Communication.

Interpersonal.

Research and planning.

Scheduling and manpower management

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