Customer Service Manager

Nazish Khan

**** ******** ****. *** #***, Elk Grove, CA, 95758

209-***-**** ac1q5r@r.postjobfree.com ac1q5r@r.postjobfree.com

OBJECTIVES

A self-motivated person who is willing to add value while developing in career. I am supportive, result driven, self-sacrificing and energetic. Love to work in a dynamic and challenging environment where goals are set and achieved. I am highly focused, smart and confident. I have good management and interpersonal skill and can as well involve in team work. A hardworking, pro-active individual with an upbeat positive attitude, who also has extensive knowledge of working practices. To utilize my knowledge, expertise, and keen interest in order to achieve higher standards in Business, Economics and Marketing related positions, in an esteemed and goal oriented business. Due to my adaptable and energetic attitude, as well as my interpersonal skills, I work effectively as part of any team. I am a quick learner and a dedicated worker with an exceptional communication background, who enjoys and thrives in a professional and challenging atmosphere. Highly motivated worker and excited about working with others from diverse backgrounds, cultures, and expertise.

QUALIFICATIONS

*Cash Register Opening/Closing *Display Merchandise

*Customer Service *Quality Control Sales

*Computer Skills *Data Entry: input, verification & retrieval

*Building effective working relationships *Strong organizational skills

*Leadership Skills *Inventory

*Able to multitask effectively * Time Management

** MS Visio, MS Excel, MS Project * E view 6

* SQL Server Management Studio * Adobe Acrobat Pro

* Reliable and responsible even under stressful environments

*Capable of maintaining controlled professional state in highly intense situations

ADDITIONAL SKILLS

Ability to direct the work of others

Ability to learn quickly

Effective oral communications skills

Knowledge of the retail environment

Strong interpersonal skills

Ability to work as part of a team

Ability to build relationships.

Proficient in using shorthand, dictation machines, and multifunction calculators

Computer literate; accustomed to using E Views 6 SV, Windows 2007, 2010, and 2013

Proficient in Microsoft Office 2013 ( Word, Excel, Outlook, PowerPoint)

Type 55 - 60 WPM

Fluent in speaking five languages: English, Urdu, Punjabi, Hindi & Hindko

Fluent in writing English, Urdu, Hindko

WORK EXPERIENCE

2013 to Present

Shift Supervisor

Starbucks Coffee, Elk Grove, CA

Shift supervisor contributes to Starbucks success by assisting the store manager in executing store operations during scheduled shifts. Shift supervisor deploys partners and delegates tasks so that partners can create and maintain the Starbucks Experience for our customers. The incumbent is responsible for modeling and acting in accordance with Starbucks guiding principles.

Responsibilities and essential job functions include but are not limited to the following:

Acts with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks. Maintains a calm demeanor during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team.

Anticipates customer and store needs by constantly evaluating environment and customers for cues. Communicates information to manager so that the team can respond as necessary to create the Third Place environment during each shift.

Assists with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed. Provides feedback to store manager on partner performance during shift.

Contributes to positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager.

Creates a positive learning environment by providing clear, specific, timely and respectful coaching and feedback to partners on shift to ensure operational excellence and to improve partner performance.

Delivers legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer. Discovers and responds to customer needs.

Develops positive relationships with shift team by understanding and addressing individual motivation, needs and concerns.

Executes store operations during scheduled shifts. Organizes opening and closing duties as assigned.

Follows Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift.

Follows all cash management and cash register policies and ensures proper cash management practices are followed by shift team.

Follows up with baristas during the shift to ensure the delivery of legendary customer service for all customers.

Maintains regular and consistent attendance and punctuality.

Provides quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards. Follows health, safety and sanitation guidelines for all products.

Maintains quality service by enforcing quality and customers service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.

2013 to 2016

Sr. Instructional Designer (SDA)

Sacramento Area Sewer District, Sacramento, CA

Develop courses integrating a variety of adult instructional techniques.

Apply real-life learning solutions to multiple workplace opportunities.

Develop and observe skills critical to the design and development of training programs.

Gather training content using interviews, field observations, still and video photography, and online research.

Prepares training curricula and materials; arranges and coordinates trainers/facilitators; arranges and coordinates facilities and audio-visual and other equipment by using programs such as (Microsoft PowerPoint, Camtasia, In Design, Adobe Captivate, and Adobe Presenter).

Facilitate seminars, workshops, and other training session to address business and organizational needs.

Develop and enhance training programs in support of corporate and/or division training and initiatives.

Provides technical assistance to help employees work toward their professional development goals.

Maintain all materials and records associated with these coursed and meeting.

Consult with employees, officials, and interested persons or groups on matters related to training development.

Develop criteria for evaluating training programs. Recommend program improvements and implement approved resulting changes.

Designs and develops training programs using a variety of training tools and methods to resolve department issues and meet programs goals.

Research training program topics by gathering information from all available sources to use in developing meaningful content and materials, this includes interviewing internal and external subject matter experts, as well using books and web sites.

Works well within a team to accomplish a common objective.

Focused on achieving results and exceeding defined goals and objectives perform related duties as assigned.

Analyzing, Updating and consolidating current documentation

Assisting Senior Project Managers and various team leads within the current project

Design and develop User Guides

Worked on and developed customers modules and Sales for plat form

Data manipulation, report building, and develop/document metadata related to customer service

Work with Subject Matter Experts (SMEs) and data stewards (in the fields of sewer system)

Work with business unit to ensure that technology solutions run smoothly and support their business objectives

Recommend process improvements to ensure quality service and improve efficiencies in alignment with strategic goals.

Create and execute test plans, criteria and scripts using test methodology

Assist instructional designers with training and development materials.

2007 to 2013

Manager

Mountain Mikes Pizza, Elk Grove, CA

Accomplishes financial objectives by forecasting requirements, preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Manage resources, schedule, and cost/budget for all the store

Monitored daily and monthly receipts and expenditures.

Communicated with stores and corporate management regarding sales, targets, and profit

strategies.

Work with business units to ensure that technology solutions run smoothly and support their business objectives

Ability to handle the entire software development life cycle including requirements gathering, technical analysis, development, unit testing, assisting users with acceptance testing, and deployment.

Maintains professional and technical knowledge by attending educational workshops; establishing personal networks.

Developed a positive rapport with staff members to mitigate team related issues.

Delegated duties to staff members equally and provided training when required.

Prepared and submitted weekly, monthly, and quarterly reports to business owners.

Provided marketing and research counsel for advertising and public relations.

Ordered and managed inventory of the restaurant.

Maintains quality service by enforcing quality and customers service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.

2005 to 2007

Social Work

United Cerebral Palsy Association, Inc., Stockton, CA

Handled daily appointments and phone calls with clients.

Managed and arranged work files.

Submitted reports of daily activities.

Supervised employees and worked with all levels of management.

Worked on multiple projects under pressure and met strict deadlines and budget requirements.

Drafted and proofread official correspondences.

Organized questionnaires and interviews with clients.

Evaluated, analyzed, and rewrote job descriptions; prepared study package for senior management approval and managed related managerial files.

Dealt with diverse personnel related projects.

2004 to 2007

Teacher Assistant

San Joaquin Delta College District, Stockton, CA

Handled all course related documentations and paperwork.

Assisted students with their homework assignments.

Assisted instructors with grading assignments, tests and other student related work.

Gained experience as a tutor, instructor, and teacher assistant to meet the needs of college and high school students with various backgrounds, abilities, and motivations.

Tutored students in Math and English.

EDUCATION

Managing Front Line Retail Operations Certification

2006

Bachelor of Arts in Economics

2009 – 2014, California State University, Sacramento, Sacramento, CA

Associates in Liberal Arts & Sciences

2008, San Joaquin Delta College, Stockton, CA

Nazish Khan

9440 Stockton Blvd. Apt #138, Elk Grove, CA, 95758

209-***-**** ac1q5r@r.postjobfree.com ac1q5r@r.postjobfree.com

REFERENCES

Robert Bradley 916-***-****

Danyelle Bertram 916-***-****

Sunnie Sengchanh530-***-****

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