Customer Service Manager

Rachel Jeter

Customer Service Supervisor

Johns Creek, GA

*********@*****.*** - 248-***-****

WORK EXPERIENCE

Assistant Store Manager

Pottery Barn Kids and Teen - Atlanta, GA - September 2013 to Present

Responsibilities

• Maintains quality service by establishing and enforcing organization standards

• Prepare reports by collecting, analyzing and summarizing information

• Understands and supports store operations, policies and procedures

• Prepares and transmits daily business, bookkeeping and deposits

Call Center Representative

Verizon - Alpharetta, GA - June 2013 to September 2013

• Responsible for all-inclusive, comprehensive customer service for all customers

• Diffuse customer frustrations by providing solutions and determining options

• Utilize tech-savvy skills to resolve challenging customer service issues including device-related

troubleshooting, billing, and service inquiries

• Answer high volume of customer calls to handle all customer service issues in a timely and professional

manner

• Identify and acting upon opportunities to sell additional services to customers in order to maximize

transactions

• Create a first-rate customer experience

• Meet and exceed all performance goals and sales quotas on a consistent basis

Delivery Manager; Install Sales Manager, Admin Department Manager

LOWE'S - Madison Heights, MI - August 2003 to May 2013

Installed Sales Manager, Department Manager of Appliances, Cabinets, Flooring and Storage, Administrative/

Customer Service Department Manager, and Flooring Specialist

• Analyze, understand and anticipate the customer's needs

• Drive continuous improvements, cost reductions, and maintains best in-class processes and strategies

• Maintain internal and external customer service levels by providing detail information

• Coordinate with other departments to solve problems, which could cause delays in customers' orders

• Manage third party freight payment, accounts receivables and payables; balanced daily business

• Manage and schedule drivers to meet or exceed all customers' expectations

• Complete and document required safety training, Support truck and trailer maintenance program

• Complete DOT reporting, maintain DOT certification, and comply with DOT regulations and compliances

• Evaluate delivery orders at various stages to capture insight opportunities as well as training opportunities

• Responsible for the overall sales, merchandise, maintenance of department and supervision of employees

Install Sales Manager, Call Center/ Special Services Supervisor and Front End

Supervisor

THE HOME DEPOT - March 1995 to January 2003

Accomplished department objectives by managing staff, planning and evaluating department activities

• Accomplished staff results by communicating job expectations, monitored and appraised job results; coached,

counseled and disciplined employees

• Maintained quality service by enforcing exceptional customer service standards; analyzed and resolved

customer service problems; identified trends and recommended procedure improvements

• Maintained and improved call center operations by monitoring employee performance, prepared and

completed action plans and processed improvements and quality assurance programs

EDUCATION

Associate's in Business Administration

Oakland Community College - Auburn Hills, MI

2013

ADDITIONAL INFORMATION

QUALIFICATIONS

• Inspires trust by maintaining a respectful work environment and fostering open communication

• Leads by example and demonstrates consistency between words and actions

• Demonstrates accountability by accepting responsibility for personal and team results

• Liaison to regional install sales manager in training installed sales manager and coordinators

• Perfect audit review scores from 2008-2013; Above average review scores from 2004-2007

• Processed defective merchandise for installer and vendor credit, Obtained 98% of credit

• Managed a 1.6 million dollar installed sales program

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