Customer Service Manager

NATASHA L. GONZALEZ

**** ********* ** ******* ** 77084 . 603-***-**** ************@*****.***

PROFESSIONAL OBJECTIVE

A focused and career minded individual looking for a position with a

company where my customer service experience, problem solving skills and

attention to detail will be utilized.

QUALIFICATIONS SUMMARY

Management: Demonstrates strong coaching skills and serves as a

group leader. Sought out new tasks, training and assimilated feedback to

improve performance.

Communication: Capitalize on interpersonal strengths to

establish immediate rapport with diverse range of individuals. Impart

knowledge of various concepts and topics through cohesive verbal

presentations and written compositions.

Customer Service: Understands customer priorities and strives to

exceed expectations. Established effective relationships by gaining

customer trust and respect.

Achievements / Strengths: Driven to attain goals set by company

regardless of challenges. Efficient in management of critical store

procedures including oversight of records and document preparation.

EDUCATIONAL BACKGROUND

Bachelor of Arts in Marketing Communications, 2007

JOHNSON & WALES UNIVERSITY, Providence, RI

EXPERIENCE HIGHLIGHTS

COACH, Houston, TX

Assistant Manager August 2013-June 2014

Supervised a staff of 25 employees. Exceeded personal monthly sales quota

of 5% by 7%. Top performer in sales for management team. Developed new

methods to decrease store shrink. Conducted monthly audits to ensure store

was following policies and procedures. Wrote mid-year performance reviews

for 4 sales associates. Trained and developed new employees.

COACH, North Conway, NH

Associate Manager October, 2011- July 2013

Held weekly staff meetings to keep up team moral and improve sales and

customer service. Received two company awards for exceeding associate

management position expectations. Nominated 2 years in a row for having the

best customer service in the company. Maintained the lowest inventory

shrink in the district for 3 consecutive years. In charge of marketing and

displaying new merchandise. Supervised a staff of 15 in addition to 3

assistant managers. Sought out new hires and recruitment. Trained 3 new

assistant managers and 1 associate manager on policies and procedures.

Processed payroll and maintained budgeted hours. Wrote and assisted store

manager with mid-year and year end performance reviews for the entire

staff.

COACH, North Conway, NH

Assistant Manager May, 2010- October, 2011

Supervised and managed duties and responsibilities of associates. Ensured

the individual and collective skills of the team are utilized effectively.

Oversaw monthly floorsets that promote sales through effective

merchandising and cross selling displays. Reviewed weekly product reports

to ensure the store was in line with the company and make adjustments on

the floor if needed. Uphold company customer service commitments. Recruited

new team members that best fit company standards.

COACH, North Conway, NH

Sales Associate, July, 2009 - May, 2010

Offered personalized customer service to ensure high satisfaction.

Developed lasting relationships with customers. Knowledge of products and

company procedures. Assisted management team on training new hires.

Processed shipment and transfers. Worked closely with the product manager

during floorsets to learn how to implement a floorset and company display

standards.

Factory Brand Shoes, North Conway, NH

Assistant Manager, September 2007- June 2009

Performed store opening and closing procedures. Implemented seasonal floor

moves. Trained new employees to efficiently execute all essential

procedures and excel as integral team members. Closely monitor inventory

and shrink. Processed payroll and maintained projected hours.

North Conway Grand Hotel, North Conway, NH

Front Desk Agent, May 2004-August 2004

Ensured to greet guests friendly and professionally. Promoted hotel

programs, special rate packages and upgrades. Processed cash and credit

card transaction, posted all charges and generated necessary reports.

Handle multi-line phone system. Resolve guest complaints and ensure overall

guest satisfaction.

Factory Brand Shoes, North Conway, NH

Sales Associate, May 2003- August 2007

Provide knowledge to customers regarding products. Maintained an accurate

cash drawer. Processed shipment. Assisted managers in training new

associates, worked as a shadow trainer.

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