Customer Service Manager

MARK HEATHERLY

*** ****** **, *********, ** ***59

Home: 863-***-**** - Cell: 828-***-**** *************@***.***

Professional Summary

● Highly enthusiastic customer service professional with 7 years client interface experience.

● Results-driven Manager and District Manager with proven ability to establish rapport with clients.

● Dedicated Manager motivated to maintain customer satisfaction and contribute to company success.

● Accomplished management professional specializing in creating, launching and operating 7 retail locations.

● Experienced manager with excellent client and project management skills. Action-oriented with strong

ability to communicate effectively with technology, executive, and business audiences.

Skill Highlights

●

Customer- and service-oriented Listening skills

●

POS systems Excellent communication skills

● ●

Cash handling accuracy Energetic self-starter

● ●

Inventory control procedures MS Office

● ●

Loss prevention comprehension Results-oriented

● ●

Reliable and punctual

●

Work Experience

Personnel Manager

2012 to Present

Orofacial and Dental Implant Surgical Associates Orlando FL

I supervise all front office staff and clinical in 3 offices in the Orlando area. I perform weekly audits to reduce

insurance errors and to promote the Customer Service philosophy. I perform scripting clinics for the front office

staff to make sure all areas are covered effectively and efficiently during the patient’s phone calls to the

practice. I work with A/R staff to ensure all accounts are worked every month and then any errors from the front

staff is given back to each staff member in a One on One setting. I perform corrective actions as needed. I work

directly with the Doctors and the office manager to set practice goals and make sure all procedures are being

followed. I handle all patient and referral complaints to resolution and to the satisfaction of everyone involved.

Store Manager and DM trainee

November 2001 to 2005

Rugged Wearhouse – Statesville, NC

Administered all point of sale opening and closing procedures. Facilitated monthly and quarterly physical inventory

counts. Explained information about the quality, value and style of products to Influence customer buying decisions.

Replenished floor stock and processed shipments to ensure product availability for customers. Operated a cash register

to process cash, check and credit card transactions. Recommended merchandise based on customer needs. Placed

special orders and called other stores to find desired items. Maintained knowledge of current promotions, policies

regarding payment and exchanges, and security practices. Described merchandise and explain operation of

merchandise to customers. Computed sales prices, total purchases and processed payments.

Team Leader

October 2005 to 2012

Sitel – Asheville, NC

Made reasonable procedure exceptions to accommodate unusual customer requests. Collected customer feedback and

made process changes to exceed customer satisfaction goals. Provided accurate and appropriate information in

response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Maintained up-

to-date records at all times. Developed effective relationships with all call center departments through clear

communication. Ran reports and supplied data to fulfill customer report requirements. Worked with upper management

to ensure appropriate changes were made to improve customer satisfaction. Built customer loyalty by placing follow-up

calls for customers who reported product issues. Formulated and enforced Service Center policies, procedures and

quality assurance measures. Led a team of customer service representatives to increase service center profitability.

Facilitated information flow between customer service, account management operations, quality assurance, training and

payroll departments to guarantee call center objectives were met. Properly directed inbound calls in phone queues to

improve call flow.

Assistant Manager

January 1999 to 2001

Kitchen & Company – Asheville, NC

Described merchandise and explain operation of merchandise to customers. Computed sales prices, total purchases

and processed payments. Operated a cash register to process cash, check and credit card transactions. Guided

customers in choosing items that reflected personal style and shape. Administered all point of sale opening and closing

procedures. Explained information about the quality, value and style of products to Influence customer buying

decisions. Replenished floor stock and processed shipments to ensure product

availability for customers.

Education and Training

Haywood Community 1986

Clyde, NC, USA

Bus Mgt & Gen. Ed.

Associate of Science

Contact this candidate