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Customer Service Manager

Houston, Texas, United States
January 04, 2018

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Elaine Joseph

**** ******** *****, ******* ***** 77077

Tel: 832-***-**** e-mail:

With a high energy and results-driven personality, I bring with me over 20 years of customer relationship management, and organizational experience, which mostly results in the optimum functioning of my work team. My aim, is to consistently achieve exceptional customer service standards that translate to a win win for all.

Consultant – February 2016 to September 2017

4D Hospitality management resources

Assisting clients in the preparation and review of documents, advising on adequacy and making recommendations on steps to cure deficiencies.

Conducting analysis of data on behalf of clients and creating reports to highlight relevant information for decision making.

Office Manager/Business Development - July 2008 to June 2014

East Caribbean financial holdings group of companies/ EC Global Insurance

Successfully led key projects, resulting in a higher retention and new customer growth.

Managed the achievement and maintenance of agreed customer service levels

Maintained up-to date knowledge of the industry, target accounts and competitive landscape.

Cultivated relationships with key stakeholders to create mutually beneficial referral systems.

Utilized sales and marketing tools to create brand awareness in the market.

Conducted sales presentations of company products and services at business meetings trade shows and promotions.

Underwriting of new accounts and renewals.

Marketing Manager – April 2003 to June 2006:

Cable & Wireless Telecom W.I Ltd

Responsible for the marketing of all telecommunication products and services for multi-million-dollar telecommunication giant Cable and Wireless Co. Ltd.

Planned and executed events.

Managed all marketing collateral.

Oversaw the delivery of strategic objectives within budget.

Rolled out numerous successful marketing campaigns.

Decreased advertising and media spend by over 30%

Reviewed customer complaints and tracked complaint resolutions.

Evaluated and manage staff performance.

Office Manager – June 2000 to January 2003

A I F Co. Ltd.

Developed rapport with customer and stakeholders by managing the handling of issues professionally.

Plan, prioritize and delegate work tasks to ensure proper functioning of the office.

Recruited managed and mentored a quality new customer relations team.

Performed of staff evaluations.

Effectively managed expense budget within allocation.

Administrative Assistant/ Front Desk

June 1988 – June 1998 - National Commercial Bank of Dominica

Increased new accounts by upselling to existing customers and bringing in new customers.

Managed filing systems

Performed efficient troubleshooting of customer account issues for effective resolution.

Planned meetings and prepared conference room.

Created presentations to be used for sales and marketing purposes.

Made copies, sent faxes and handled incoming and outgoing correspondence.

Created and managed spreadsheets using advanced excel functions and created relevant reports and lists.

Skills and Traits

- Microsoft office suite - Customer needs assessment -Report writing

- Adaptability - Results focused -Media relations

- Team Leadership - File/records maintenance -Presentations

- Analytical - Relationship management -Trade shows

- Multitask management - Initiative -Reliable

Education and Training

Dale Carnegie -Cert. in Effective Communications Relations / Skills for Success

Bachelor of science - Economics and Management

Associate of science - Business Administration

Professional Secretary Certificate

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