Customer Service Manager

NICKIE COLLINSWORTH

******************@*****.*** 501-***-**** 3925 McCain Park Drive, North Little Rock, AR 72116

Summary I am a strong leader with over 24 years in retail and 20 years in retail management. I am looking for a job with a company with the potential to grow and advance within that company. Skills Team management

Personnel training and development

Strong communication skills

Staff training and development

Resolution-oriented

Superior communication skills

Effective team player

Excellent multi-tasker

Experience Customer Experience Manager 05/2016 - 12/2018 Office Dept North Little Rock, AR

Oversaw training of new team members and mentored each to promote productivity, accuracy and friendly service.

Built customer confidence by actively listening to their concerns and giving appropriate feedback.

Trained new employees on company customer service policies and service level standards. Offered exceptional customer service to differentiate and promote the company brand. Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.

Held each team member accountable for achieving brand and performance goals. Recruited, hired, developed and retained retail talent for the company. Tracked down sources of special products and services to meet customers' special needs. Prevented store losses by utilizing awareness, attention to detail and integrity. Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.

Recommended and helped customers select merchandise based on their needs. Communicated store policy violations to the leadership team in a timely manner. Informed customers about sales and promotions in a friendly and engaging manner. Managed quality communication, customer support and product representation for each client. Answered customers' questions and addressed problems and complaints in person and via phone.

Educated customers on product and service offerings. Created new processes and systems for increasing customer service satisfaction. Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.

Assembly Line Worker 09/2015 - 04/2016

Kohler Sherdian, AR

Used established assembly instructions to complete jobs in an efficient and accurate manner. Collaborated in a team-based environment to maintain line productivity. Assistant Store Manager 06/2015 - 09/2015

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C

Dollar General Redfield, AR

Replenished merchandise, welcomed customers, responded to questions and maintained the overall presentation of store.

Coached and developed store associates through formal and informal interactions. Ensured proper organization of the store, responded to customer complaints and answered questions in a timely and knowledgeable manner.

Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments.

Department Manager 10/2014 - 05/2015

Walmart Sherdian, AR

Processed shipments and maintained organized stock shelves. Worked as a team member to provide the highest level of service to customers. Maintained friendly and professional customer interactions. Shared product knowledge with customers while making personal recommendations. Store Manager 04/2013 - 07/2014

Charming Charlie Little Rock, AR

Resolved customer problems by investigating issues, answering questions and building rapport. Trained all new managers on store procedures and policies. Created and delivered weekly schedule assignments to staff members in a timely manner. Hired, trained and managed a team of 25 associates, including evaluating performance and enforcing disciplinary actions.

Built a loyal customer base by delivering excellent service and ensuring that in-demand products were available.

Store Manager 12/2012 - 04/2013

Destination Maternity Little Rock, AR

Managed sales, reconciled cash and made bank deposits while performing store opening and closing duties.

Built a loyal customer base by delivering excellent service and ensuring that in-demand products were available.

Improved store status from market worst to best by implementing process improvements and identifying performance gaps for corrective action. Assistant Store Manager 06/2013 - 12/2013

Whitehouse/Blackmarket Little Rock, AR

Assisted in the overall day-to-day operations of the store including continuous development of effective store associates to achieve desired sales and results. Demonstrated company core values as role model, with a focus on respect, honesty, integrity, diversity, inclusion and safety of others.

Replenished merchandise, welcomed customers, responded to questions and maintained the overall presentation of store.

Performed daily activities in a timely manner, including managing the housekeeping and inventory needs of the store.

Department Manager 06/2011 - 06/2012

Dillard's Little Rock, AR

Maintained friendly and professional customer interactions. Shared product knowledge with customers while making personal recommendations. Offered exceptional customer service to differentiate and promote the company brand. Store Manager 02/2010 - 06/2011

Loft Little Rock, AR

Built a loyal customer base by delivering excellent service and ensuring that in-demand products were available.

Trained staff to deliver outstanding customer service. Worked closely with the district manager to formulate and build the store brand. Trained all new managers on store procedures and policies. Addressed customer inquiries and resolved complaints. Managed store appearance, including merchandising and displays, signage, decorations and cleaning.

Store Manager 03/2008 - 02/2010

Destination Maternity Little Rock, AR

Exceeded specific team goals and resolved issues by partnering with staff to share and implement customer service initiatives.

Trained staff to deliver outstanding customer service. Managed store appearance, including merchandising and displays, signage, decorations and cleaning.

Created attractive store displays to generate customer interest. Hired, trained and managed a team of 15 associates, including evaluating performance and enforcing disciplinary actions.

Education and

Training

Associate: Marketing and Business Management 1998

University of Central Arkansas Conway, AR

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