Customer Service Manager

Career Profile: Spearheaded administrative professional support, with over 5+ years of experience working in fast-paced environments demanding strong organizational, technical, and interpersonal skills. Highly trustworthy, ethical, and discreet; committed to superior customer service; detail oriented and resourceful in completing projects. I am looking to for a business that will give me the opportunity to support, improve their resources and build success within the company and in turn in my professional field of choice.

Core Skills: Leadership; customer service; problem solving; data entry; employee training; team building; troubleshooting via telephone; telephone etiquette; language translation; calendar and event management; account management.

Applications: Wilke CRS, ADEPT CRS, Microsoft Office Word, PowerPoint, Excel, Outlook 2013 and 2016.

Linguistics: Bilingual (Spanish and English Speaker)

EDUCATION:

2016 BACHELORS - UNIVERSITY OF PHOENIX

Major: Business Management

Concentration: Administration

Related coursework: Human Resource, Teamwork, Collaboration, Conflict Resolution, and Management Theory Practice

ACCOMPLISHMENTS:

Received a merit raise for strong attention to detail, exemplary customer service and team player attitude. As well as increased office organization by developing more efficient system and customer database protocols.

Awarded 100% Secret Shopper CERTIFICATE (exceeded sells beyond expectation goals in company during the first 3 months).

EMPLOYEE HISTORY:

2015-PRESENT PRODUCT SPECIALIST - PREMIERE RESPONSE

Handled escalated calls and acted as the primary mentor for new employees in CRS systems and customer service.

Drafted meeting agendas, sensitive information, supplied advance materials and executed follow-up for meetings and team conferences.

Deliver service and troubleshooting steps to end-users using a one way live stream session via remote connection.

Implemented solutions where appropriate with the objective of retaining customers' and clients' business.

Managed client accounts and scheduled callbacks where necessary to ensure satisfaction.

2013-2015 ASSISTANT MANAGER - HUDSON BOOKSELLERS

Hired, interview, train, and supervised employees to ensure employees adopted activities that fostered positive reinforcement and good social skills.

Manage front-end operations to ensure friendly efficiency.

Managed the day-to-day calendar for the company’s General Manager and led staff meetings.

Responsible for budget, organizing files, generating spreadsheets, fax reports and scan documents.

Conduct and controlled opening/closing/ shift change procedures/ compliance, schedules, float verification, verification of end-of-shift cash and deposits.

2007-2013 RESERVATION - FIRST TRANSIT ACCESS A RIDE

Responded to questions regarding city laws, ordinances and regulations.

Used proper procedures to make, change or cancel reservations.

Handled multiple phone lines and transfer calls.

Execute strong customer service abilities.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

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