Customer Service Manager
Resume:
MAVIL HERNANDEZ
Katy TX 77449
******@*****.***
Objective
To facilitate service support and manage a fast paced office while utilizing my leadership, sense of
urgency and customer service skills to direct multiple roles to meet deadlines.
Summary of Qualifications
• 6 years of retail, supervisory and managerial leadership
• Excellent customer service skills to ultimately repairing trust and loyalty for customer
satisfaction
• Proficient in Microsoft applications (i.e. Word, Excel, PowerPoint and MS Outlook)
faxing, copying operations and 10 key operator.
• Fluent in Spanish (written and verbal)
• Responsible for new hire documents
Experience
Office Manager Ashley Furniture May 2007- Nov 2013
• Recruits, hires and trains/coaches all office associates.
• Supervise: Customer Relations Manager and 4 office associates.
• Responsible for daily completion of morning and closing checklists reports
• Responsible for reconciling credit cards and cash deposits,
• Handle escalated customer service issues/ concerns,
• Created third party contract with proper stipulations
• Manage customers receivables to insure that there are no CODs and that all balances
are paid in full prior to delivery
• Process ADP timecards and prevents any overtime (vacation, PTO, sick days)
• Responsible for Stores petty cash/retention funds submitted for reimbursement
Customer Relations Manager Ashley Furniture May 2007- Nov 2013
• Demonstrated sense of urgency in a busy retail environment
• Demonstrated outstanding problem solving and active listening skills
• Trained employees in customer service and operations
• Answered high incoming calls and directed customer needs ex: billing questions
• Process sales order transactions
Education
Houston Community College Business Management
Mayde Creek High School Diploma
Achievements
Awarded employee of the month
Awarded 2011-Best Store Support in Houston Region
3 outstanding promotions of Lead, Customer relations, and Office manager
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