Customer Service Manager

Elizabeth Thaxton

Concord/Charlotte, NC

*********.*.*******@*****.***

Objective

To utilize my customer service skills and experience to provide an excellent customer experience and feedback for a company.

Skills & Abilities

Microsoft Office (Word, Excel, PowerPoint, SharePoint, Skype for business, O365)

Dependable Team Member

Effective customer service and relations

Works independently

Finishes tasks in timely manner

Experience

Charleston Gazette-Mail 2004 to 2017

Customer Service/Retention Manager

Charleston, WV

Supervised customer service representatives

Managed accounts receivables/payable

Dispatched re-delivery of newspapers for missed deliveries Trained customer care representatives on their daily duties, internal computer systems and improving customer relations and experience

Generated Customer Call Reports which contained customers name, delivery addresses and contact information for all calls received to include the in-house and outsourced call centers daily

Exceeded customer retention and sales goals

Maintained records of all communications between customer care representatives and customers to include all transactions and resolutions

Charleston Gazette-Mail 2000 to 2004

Distribution Manager

Teays Valley, WV

Served as the distribution center manager for Kanawha, Putnam and Cabell Counties

Managed and audited newspaper delivery routes for all the company’s customers and delivery agents

Charleston Gazette-Mail 1992 to 2000

Customer Service Representative

Charleston, WV

Created customer accounts and updated the company’s customer account database of all new accounts and maintained the database of all new updates received

Maintained customer’s information which included their delivery address, delivery schedule and billing information

Processed complaint reports and was responsible for refunding payments to customers when necessary

Education

Ben Franklin Technical Center – Dunbar, WV Medical Assistant Certificate

High School Diploma, Sissonville High School – Sissonville, WV

References

Jim Heady

VP Audience Development, Charleston Gazette Mail

Phone: 304-***-**** Email: ***.*****@********.***

Shelly Neidig

Customer Care Service Manager, Charleston Gazette Mail

Phone: 304-***-**** Email: *******@********.***

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