Customer Service Manager

ROSALYNN SHIRLEY

** **** *****, ******, ** ***** H: 973-***-**** ******@*****.***

Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency.

Marketing savvy

Played an instrumental role in increasing customer satisfaction ratings index from 41% to 94% within 2 years as Customer Service Manager.

CUSTOMER SERVICE SPECIALIST

09/2006 to Current HOME DEPOT

NEWARK, NJ Built and maintained effective relationships with peers and upper management. Offered direction and gave constructive feedback to motivate team members. Balanced the needs of multiple customers simultaneously in a fast-paced retail environment. Excellent communication skills, telephone manner, answering questions and directing phone calls. Microsoft Office, data entry, filling and faxing.

INTERIOR DESIGNER/ FLOOR DECORATOR/ CSS

11/2002 to 09/2005 LA-Z-BOY GALLERIES

SPRINGFIELD, NJ Designed floor plans, elevations, and 3D perspective views and material boards for both in-house review and presentation to the client. Participated in furniture selection and documentation of the specifications. Visited home sites when necessary to assess and fulfill customer needs. Maintained visually appealing and effective displays for the entire store.Educated customers on product and service offerings. STORE MANAGER

02/2000 to 10/2002 A-1 MATTRESS

UNION, NJ Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives. Interviewed, hired and trained new quality customer service representatives. Improved service quality and increased sales by developing a strong knowledge of company's products and services. Effectively communicated with team members to maintain clearly defined expectations. Addressed negative customer feedback immediately.

Associate of Arts: FASHION DESIGNER

2008 THE ART INSTITUTE of NYC

NEW YORK, NY, USA Coursework in Business Administration, Psychology, Pattern making 1,2,3, Effective Speaking, Ethics, Fashion history, Art History, Photo Shop, Power Point High School Diploma

1995

Team management

Meticulous attention to detail

Persuasive

Focused on customer satisfaction

Skilled multi-tasker

Deadline-oriented

Summary

Highlights

Accomplishments

Experience

Education

High customer service standards

Employee relations specialist

Customer service management expertise

Strong problem solving ability

Proficient with Microsoft Office Word/

NEWARK, NJ, USA WEST SIDE HIGH SCHOOL

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