Professional Summary

I am an ambitious Customer Service Manager experienced with managing complex projects and driving productivity improvement. I am also a perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication. Provides exceptional customer care professional who addresses inquiries and resolves problems as they arise. I am also a customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically.

SKILLS

Exceptional interpersonal

Positive and friendly communication

People-oriented

Excellent time management skills

Retail merchandising experience

Skilled trainer

Detail oriented

Effective problem solver

Negotiation expert

Excellent work ethic

Adherence to high customer service

Strong interpersonal skill standards

Team building expertise

Customer-focused

Strong conflict resolutions skills

Effective workflow management

Microsoft Outlook, Word and Excel

Inventory and control

Exceptional telephone etiquette

MS Office expert

Work Experience

ETS Lindgren – Cedar Park TX June 2016 – August 2018

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

Followed-through on all critical inter-departmental escalations to increase customer retention rates

Updated customer orders from start to finish in an accurate and timely manner

Effective liaison between customers and internal departments

Maintained up-to-date knowledge of product and service changes

General Manager

Taco Cabana – Austin TX November 2014 – June 2015

Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges

Prevented store losses using awareness, attention to detail and integrity

Organized weekly sales reports for the sales department to track product success

Created new processes and systems for increasing customer service satisfaction

Developed highly empathetic customer relationships and earned reputation for exceeding sales goals

Cross-trained and provided back-up for other employees when needed

Worked as a team member performing cashier duties, product assistance and cleaning

Prepared and sold broad range of customized merchandise to individuals and commercial accounts

Resolved product issues and shared benefits of new technology

Expressed appreciation and invited customers to return to the store

Managed quality communication, customer support and product representation for each customer

Worked under strict deadlines and responded to service requests and emergency call-outs

Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and/or fax

Assisted customers with store and product complaints

Maintained adequate cash supply in cash drawers in multiple checkout stations

Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service

Accurately logged all daily shipping and receiving orders

Managed cash stock and inventory balances accurately

Recommended, selected and helped locate merchandise based on customer needs and desires

Regularly sought opportunities to up sell and add on additional merchandise

Stocked and rotated inventory regularly

Performed store opening duties to include counting cash drawers and checking all equipment for proper functioning

Organized the store by returning all merchandise to its proper place

Replenished merchandise shelves with items from the stockroom

Took special orders in person and over the phone to generate additional revenue

Supply Chain Coordinator/Supply Chain Technician

St. David’s Healthcare – Austin TX August 2001 to August 2014

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

Followed-through on all critical inter-departmental escalations to increase customer retention rates

Updated customer orders from start to finish in an accurate and timely manner

Effective liaison between customers and internal departments

Maintained up-to-date knowledge of product and service changes

Performed monthly inventory and maintained office and medical supply counts

Demonstrated ability to lead and motivate outstanding healthcare teams

Contributed substantially to successful department JCAHO accreditation

Implemented new floor assignments based on evaluation of staffing requirements

Managed team of medical support personnel

Salesman

Only Impulse – Austin TX February 1997 to August 2001

Consistently hit and exceeded sales goals by 20%

Identified and qualified customer needs, developed sales strategies and negotiated and closed profitable projects with a 85% success rate

Communicated regularly with territory, regional and strategic managers for daily support and strategic planning for accounts

Researched and customized service proposals for clients

Education and Training

Alvin Community College – Alvin TX

General Liberal Arts

Alvin High School – Alvin TX

High School Diploma

Recipient of 1 Scholarship Coursework in Business Administration, Finance and Marketing

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