Customer Service Manager

Ryne S Wooley

*** ***** ******** ***** * i thonia GA 30058

Phone 404-***-****

Dedicated customer service manager with 10- years of experience in call

center, retail and food service settings. Consistently achieve record-high

customer satisfaction rankings, improvements to the bottom line and

t u rnaround of underperforming operations.

Respected builder and leader of customer-focused teams- instill a shared,

enthusiastic commitment to customer service as a key driver of company goal

a ttainment. Lead by example and ensure the execution of all safety, security,

quality and store operations policies.

E mployment

State Farm GA-March 2013-Curr rent C all Center Representative Job Pu rpose: Serves

customers by determining requirements; answering inquiries; resolving problems; fulfilling requests;

maintaining database. C all Center Representative Job Duties:

• Determines requirements by working with customers.

• Answers inquiries by clarifying desired information; researching, locating, and providing information.

• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions;

i mplementing solutions; escalating unresolved problems.

• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.

• Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.

• Maintains call center database by entering information.

• Keeps equipment operational by following established procedures; reporting malfunctions.

• Updates job knowledge by participating in educational opportunities.

• Enhances organization reputation by accepting ownership for accomplishing new and different requests;

exploring opportunities to add value to job accomplishment

T he Rib Joint L LC Munster, I N 04-08 to 12-12

Customer Service Manager, 9-07 to 12-12

Customer Service Representative, 10-03 to 9-07

• P romoted to manager position to recruit, t rain and supervise 25-service

reps and cashiers.

• Foster an environment in which guests enjoy high levels of service and

employees are motivated to deliver top performance.

•Manage front-end operations to ensure friendly and efficient t ransactions at

checkout.

• Select Reduced staff tu rnover by 15- in 2008, benchmarking a record-setting

i mprovement in staff retention due to the success of employee-development

and morale-building programs.

• E levated store-s guest-satisfaction index from 86- to 92- within two years-

ensured the swift resolution of customer issues to preserve customer loyalty

w hile complying with company policies.

• Served on special taskforce charged with tu rning around under-performing

s tores. Trained new staff and managers, and contributed to significant

i mprovements in guest satisfaction and sales.

• E xemplified the second-to-none customer service delivery for which

A dventure Works is nationally renowned in all interactions with customers.

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