Customer Service Manager

Mary Ortiz

**** *. ******* ***. ****** City, MO *4119 816-***-**** **********@***.***

Objective To obtain a position within an organization that will allow me to utilize my customer service, organizational skills, technical skills, and teaching skills.

Profile Motivated, personable customer service professional with great people skills and superb organizational capabilities. Diplomatic and tactful with internal and external customers at all levels. Accustomed to handling sensitive, confidential records with personal information. Accustomed to meeting deadlines and quotas. Adept at managing employees, with a key on fairness while achieving high productivity. Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrives in deadline-driven environments. Excellent team-building skills. Skills Summary

Project Management

Report Preparation

Written Correspondence

General Office Skills

Computer Experience

Customer Service

Scheduling

Marketing & Sales

Recordkeeping

Managerial

Team building skills

Professional Presentations

Bilingual ( fluent in English

and Spanish)

Knowledgeable in client

Acquisition programs

Budget analysis

Previous CNA

experience

Diverse Career Paths

Technical training

Goal driven

CPR / BLS Certified

Substitute teacher

Keyboard training

Receptionist training

Mentoring opportunities

Professional Experience ALLIANCE DATA (CUSTOMER SERVICE) FEBRUARY 2014 – PRESENT

Specialized in on phone customer care service, time management and organization.

Fast paced data entry, active-listening, special attention to accuracy and written communication.

Able to switch languages from English to Spanish and decrypt end users conversations. KNOW HOWE SALON AND SPA (OWNER) NOVEMBER 2013 - PRESENT

Recruited and hired staff, and developed programs for employee morale and retention.

Identify training needed, and inspired employees to build clientele.

Specialized in Marketing, Product Purchasing and Business partnerships.

Continued to learn and develop new hairstyles, and applied that knowledge. Cut, color, perm hair, and other cosmetology services.

JC PENNEY (MASTER STYLIST) APRIL 2012 - 2013

Customer service, Clerical duties, sell retail, learn new hairstyles, and apply that knowledge. Cut, color, perm hair, and other cosmetology services. Learn and follow core standards. JC PENNEY (SALON MANAGER) 2003 – APRIL 2012

Recruit staff, interview, and develop programs for employee morale and retention.

Identify training needed, and follow up with compliance.

Manage up to 18 stylist, from beginner to Master rank.

Conduct small-group sessions on productivity, employee morale and employee retention..

Attend meetings and conference calls with upper management on productivity and sales comparison.

Master stylist degree – Certified in 4 states

Training in technical skills, teamwork, and cultural diversity CUSTOMER SERVICE/MARKETING/PROBLEM SOLVING

Oversee salon operations and provide impeccable customer service: o Consistently top 5 in regional sales, and twice honored for national sales. Mary Ortiz

1956 E Sheridan Bridge Lane Olathe, KS 66062 816-***-**** **********@***.*** o Resolve customer complaints and problems

Develop and implement strategic marketing plan for business: o Design and implement programs to increase sales, as well as boost morale. o Develop teamwork and culture diversity modules

Solve scheduling conflicts with stylist and customers. o Log employee productivity.

o Manage and schedule all stylist, approve time off, resolve staffing conflicts. o Provide mentoring and tutoring to subordinates

DETAIL MASTERY & ORGANIZATION

Manage all aspects of day-to-day operations as Salon Manager o Log, maintain, and order inventory.

o Customer scheduling for all stylist.

o Supervise, evaluate, and train up to 18 stylist. o Compliance with departmental and safety guidelines within operating parameters. Employment History Alliance Data – Lenexa, KS – Customer Service - February 2014 Know Howe Salon and Spa – Sugar Creek, MO

Founder / Owner – Est. November 2013- Present

JC Penney. – Kansas City, Mo / Rolla, Mo / Puerto Rico / Fayetteville, NC / Lawrence, Kansas, Salon Manager – January 2003 – April 2011

Assistant Salon Manager – January 2001 – January 2003 Salon Stylist – 1994 – January 2001 / Aug 2012 to Present North Middlesex Savings bank – Customer service – 1993 - 1994 State bank of Dixon – Bank Teller / Customer service – 1992 – 1993 Central College of Cosmetology – 1992-1994 - Instructor AAFES Military PX – Cashier – 1991 – 1992

Maries County Manor – Vienna Mo – CNA – 1989 – 1991 North Middlesex – 1983-1988 – Night/day – Cosmetology - Education Fayetteville Technical Community College, Fayetteville, NC – (Clerical / Office Skills Certificate)

(Keyboard training and Certificate, Substitute teacher certified, Receptionist training and Certificate) 1997-1998

Central College of Cosmetology, Jefferson City, MO – (Nail and Cosmetology License) Licensed Instructor – 1991-1992

Department of Public Instruction – Puerto Rico – (High School Diploma) Maries County Manor – Certified Nursing Assistant – 1990 - 1991 Mary Ortiz

1956 E Sheridan Bridge Lane Olathe, KS 66062 816-***-**** **********@***.*** References References, certifications, awards, and employment history verification available upon request

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