Customer Service Manager
Resume:
Petra Sfetcu
Nashville, TN ****1
Petra.sfetcu@icloud
.com
Professional Profile
Proven ability to manage people by engaging and inspiring them to
be held accountable to their core roles and deliverables.
Extensive experience training and developing a diverse group of
adults to perform at their greatest capacity. Ability to
multitask and solve complex and time sensitive problems spanning
across a vast scope of knowledge. Ability to demonstrate a
positive attitude and able to adapt to circumstances in order to
meet goals and objectives. Demonstrates effective communication
skills and the ability to relate well to others to maintain a
cohesive, motivated, and collaborative team.
Training and Development
Created and implemented a customer service curriculum for new and
existing employees to educate on the value and expectations of
the company which increased customer service metrics by 15%
ranking the store #1 out of 72 stores.
Developed a systematic volunteer training manual to train and
increase the retention of over 100 new volunteers.
Actively participated in the performance management process for
over 100 employees, which included recognizing, coaching,
providing meaningful feedback, termination, and writing and
delivering performance reviews.
Launched a dynamic results based achievement program increasing
the number of membership applications by 5% in 6 months,
establishing the targeted department #1 out of 72 stores.
Developed aspects of the aquatics program which included- masters
swim league, competitive swim league, Kids Stop Aquatic Youth
Camp, and after school swim team program curriculum that
increased revenue and programing by 5%.
Trained law firm staff on how to effectively utilize technology
to support their everyday business needs and increase production.
Leadership
Directed and managed 109 member swim team.
Coached and mentored students for a small private school,
increasing retention and matriculation rates.
Generated business plan, opened, and managed a ballroom dance
lessons business, generating a 30 person clientele.
Motivated a team to succeed in all expected business objectives
and named as top performer for 4th Quarter in 2012, and
recognized for exceptional leadership and supervisory
capabilities in 1st quarter of 2013.
Coached peers and employees on techniques for maintaining safety
compliance goals and regulations.
Launched an aggressive recruiting campaign that increased
productivity from 80 lessons a week to over 100.
Collaboration and Interpersonal Communication
Communicated with executive management team to schedule, train,
and promote team leaders enabling them to meet their personal
goals.
Collaborated with development committee to engage in outreach to
promote organization and generate new clientele expanded
connections throughout the local community.
Implemented a committee comprised of the many professionals in
the community to support the department, build community
awareness, and aid in publicity
Effectively communicated with wide range of professionals in a
variety of environment to ensure relationships were maintained to
support company goals.
Developed an incident management meeting to mitigate risk, and
address management concerns.
Effectively taught riding lessons to children and adults, helping
them to reach their personal goals.
Educated in disability awareness.
Experienced in multicultural communication.
Experienced with event planning and fundraising campaigns.
Work History
Equine Manager - Maryland Therapeutic Riding, Crownsville, MD
2013-2014
Executive Manager - Target, Springhill, TN
2011-2013
Fulfillment Coordinator- World Vision, Franklin, TN
2010-2011
Owner and Operator Unforgettable and Company, Franklin, TN
2006-2011
Executive Assistant- Stone Table School, Franklin, TN
2005-2006
Head Coach and Aquatics Specialist - YMCA, Franklin, TN
2000-2009
Education
Bachelor of Arts in History - 2009-2011, Middle Tennessee State
University,
Murfreesboro, TN
Phi Alpha Theta History Honors Society
Elected to participate in the McNair Scholars Undergraduate
Research Program 2010 and 2011. Presented at 2 symposiums and
produced 2 published journal articles.
2010 The History of Dance in Education, under the supervision of
Dr. Marsha Barksy, presented in August 2010 at Middle Tennessee
State University and SRM University Of Science and Technology in
Chennai, India in 2011, published June 1st, 2011.
Government Funded Arts Programs, explorations into Franklin
Roosevelt's Second New Deal Projects, under the supervision of
Dr. Kris McCusker, 2012
Associate of Arts General Studies - 2006-2009, Columbia State
Community
College,Columbia, TN
Leadership award- Who's Who in American's Colleges and
Universities 2009
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