Customer Service Manager

Professional Summary

Skills

Work History

W E W

**** ******* ******* ***** ***#1924, Sparks, NV 89436 • Home: 864-***-**** • Cell: 864-***-**** • ************@*****.***

Highly motivated Logistics Specialist experienced in SAP, Lawson and HMS platforms. Background includes work with private fleet shippers and carriers for maintaining import and export of medical supplies for hospital. Dedicated Store Manager with more than 10 years in store management. Well-versed in directing personnel, creating effective merchandising projects and using sales strategies to boost store sales.

Supply chain and resource management

Expense allocation

Deadline-driven

Materials lifecycle expertise

Training and development

Warehouse management systems

Excellent time management

Strategic thinker

Opening and closing procedures

Store displays

POS systems

Goal-oriented

Project management

Data entry expert

Materials accountability

Natural mentor

Small parcels

Expense control

Detail-oriented

Staff training and development

Bank deposit procedures

Personnel development

Excellent customer service skills

Material Buyer/ Assistant Storeroom Manager, 02/2009 to 11/2017 Mary Black Health System – Spartanburg, SC

Gathered, logged and monitored all shipping data.

Reviewed and analyzed data from companies in non-competing industries to amass strategic insight.

Assigned shipments to carriers in the centralized database. Prepared documents for shipment claims submissions. Cultivated a positive rapport with fellow employees to boost company morale and promote employee retention.

Took corrective action in the case of accidents and delays to minimize extra expenses. Translated business needs and priorities into actionable logistics strategies. Managed shipment schedules to maximize productivity and cut costs. E-mailed suppliers, carriers and customers with shipping updates. Received all imported goods and checked product condition and count. Minimized damage and repair costs through careful management and preventative maintenance. Updated the database with changes in carrier status. Oversaw return and exchange processes from customer to supplier. Determined the most cost-effective procedures and routes for shipments. Communicated with dispatchers, warehouses and customers regarding outgoing orders. Prioritized order security, accuracy and on-time pickup and delivery. Department Manager Customer Service, 02/2008 to 02/2009 Petco – Spartanburg, South Carolina

Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up other customer service managers. Adhered to all confidentiality requirements at all times. Met all customer call guidelines including service levels, handle time and productivity. Solved unresolved customer issues.

Promptly responded to inquiries and requests from prospective customers. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Strong leader of customer support staff.

Facilitated inter-departmental communication to effectively provide customer support. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Trained staff on operating procedures and company services. Identified individual development needs with appropriate training. Provided accurate, specific and timely performance feedback for CSRs. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Resolved associate, tool and service delivery issues revealed by statistical reports. Education

Accomplishments

Fostered an environment which encouraged continual process improvements. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Maintained up-to-date knowledge of product and service changes. Managed work flow to exceed quality service goals. Assistant Store Manager Operations, 03/1999 to 02/2008 OfficeMax – Spartanburg, South Carolina

Promoted from Team Leader to Assistant Manager within 2 months. Interviewed job candidates and made staffing decisions. Counted cash drawers and made bank deposits.

Managed staff of 25 sales associates, 3 team leaders and 1 assistant managers. Assigned employees to specific duties to best meet the needs of the store. Reordered inventory when it dropped below predetermined levels. Instructed staff on appropriately handling difficult and complicated sales. Hired, trained and evaluated personnel in sales and marketing. Examined merchandise to verify that it was correctly priced and displayed. Planned budgets and authorized payments and merchandise returns. Scheduled and led weekly store meetings for all employees. Increased profits through effective sales training and troubleshooting profit loss areas. Reported to the district manager regarding all store and staff issues. Completed profit and loss performance reports.

Trained and developed new associates on POS system and key sales tactics. Implemented a new ordering process and identified poor work habits to improve process effectiveness.

Generated repeat business through exceptional customer service. Conducted store inventories once per quarter.

High School Diploma: 1997

James F. Byrnes High School - Duncan, SC

Named “Community Cares" for Commitment to Co-workers in 10/2015. Awarded "Patient Safety Award" in 08/2104.

Awarded "Employee of the Month" twice in 1999.

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