Customer Service Manager
Resume:
Nicole C. Herring
***** ** **** ***** *****, FL *3056
**************@*****.***
PROFESSIONAL SUMMARY
A quick learner with a desire for continuous personal growth. Self-directed, adept at multitasking and skilled at meeting challenges and deadlines. A team player who is attentive to detail, reliable, a creative yet critical thinker. Strong verbal, analytical, listening and written skills. Able to negotiate and problem solve quickly, accurately, and efficiently. Highly proficient in Microsoft Word, Excel, Office, Outlook, Access, PowerPoint, and Prezi.
WORK EXPERIENCE
Receiving and Stocking Manager, Big Lots, Inc. October 2014- September 2015
Ft. Lauderdale, Florida
Big Lots, Inc. is a retail company that specializes in closeout and overstock merchandise buyouts
Responsible for all activities related to the achievement of customer service standards, this includes but not limited to training, scheduling, and day-to-day operational tasks, including recovery and merchandising preparation
Participates in the interviewing, selection, hiring, training and performance evaluations of associates in collaboration with the store leadership
Serves in Manager on Duty role as needed including opening and closing the store. When serving in this role, provides leadership and direction to floor associates and ensures that store, merchandising, and customer service standards are continuously met, including merchandise presentation, signage, recovery, and cleanliness
Plans and leads preparation for new merchandise on the sales floor, truck unload, freight flow, display assembly, ticketing, and stocking tasks for the freight team.
Provides clear work direction, training, and coaching to freight team members regarding freight flow process and furniture assembly.
Manager Trainee, Big Lots, Inc. May 2014- October 2014
Cutler Ridge, Florida
Big Lots, Inc. is a retail company that specializes in closeout and overstock merchandise buyouts
Completes curriculum activities about store procedures and seeks additional resources.
Completes Store Associate and Associate Manager training as prescribed by the curriculum and executes responsibilities of each position at the direction of the Store Manager or manager on duty (MOD)
Assists MOD with directing day to day operational activities
Works with the MOD to minimize shrink (store theft) and maintain safety standards
Assists with interviewing, selecting, hiring, and training new associates
Participates in off-site events such as store promotions
Mental Health Counselor, New Direction Institute March 2014- May 2014
Ft. Lauderdale, Florida
New Direction Institution is a mental health facility that incorporate prevention, intervention,
outpatient, outreach and educational services
Counseled adult and children using social skills training therapy.
Developed training courses on social skills
Educated individuals with emotional and behavioral disorders about social skills, i.e. time/money management, coping skills, and conversational skills.
Employed group and individual therapy
Employed art and recreational therapy for children
Internship, WMPH Vacations August 2012-December 2012
Delray Beach, Florida
WMPH Vacations is a travel agency that specializes in cruise vacations
Developed a training module on Alaska for a web-based seminar that informed sales agents of destinations and excursions offered by the company.
Assisted the Director of Training and Development in developing training manuals for new hire employees.
Helped analyze data and preform pre-hire assessments
Created numerous spreadsheets (i.e. to illustrate financial gain and loss of sales agents, also sales agents training and personality assessments)
Office Team Temporary Agency, Suburban Propane
North Miami, Florida
Suburban is a nationwide marketer and distributor of a diverse array of products to meet the energy needs of our customers
Task for this position required computer skills for data inputting of clients information
Collaborated with customer service representatives to place orders, organize and file paper work as well as assist customers at the front desk.
Office Team Temporary Agency, Town of Surfside August 2010-August 2011
Surfside, Florida
The Town of Surfside is a beautiful oceanfront community located in the tropical paradise of South Florida
Collaborated with the Building Department to issue permits, schedule inspections, register contractors, result inspections and plan review
Assisted the Water and Sewer Department by helping with maintenance of the city’s utility billing records and accounts, cash receipting and customer service
Consisted of communicating with the Public Works Department in turning water on and/or off as well as meter reading
Aided in the processing of lien searches and balancing daily accounts for the Building Department
Trained new employees on how to use Sungard database, demonstrating permit distribution, research customer accounts, prepare lien searches, and plan reviews
Document Manager, Marshall C Watson Foreclosure Law Firm June 2009-June 2010
Fort Lauderdale, Florida
The Law Offices of Marshall C. Watson is a full service law firm which strictly represents mortgage lenders and servicers throughout Florida
Prepared documents according to specific client request
Performed quality reviews of the prepared records as well as scanning documents into specific databases
In addition recognition of different legal documents (title policies, mortgages, assignment of mortgages) record keeping, file organization and collaborated with others (paralegal and copy clerks) to complete job at hand
Student Office Clerk, Admissions Processing, St. Thomas University April 2004- May 2008
Miami Gardens, Florida
St. Thomas is a Catholic university with rich cultural and international diversity committed to the academic and professional success of its students who become ethical leaders in our global community
Computer skills for data inputting of information for prospective students using Datatel programming
Resilient Customer Service skills in order to assist students and faculty in the form of University campus tours, mentoring and assistance on “Time Management” and clerical duties
Education
Barry University Miami, Fl. October 2011- August 2013
Master's in Organizational Learning and Leadership; GPA 4.00/4.00
Saint Thomas University Miami, FL. May 2008
Bachelors of Arts, Major: Psychology; GPA: 3.30/4.00
Minor: Religious Studies
Certificate: Criminal Justice
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