Customer Service Manager
Resume:
RHONDA METTLER
*** * *** **., ******, IL. ***** © 618-***-****
*************@*****.***
SUMMARY OF QUALIFICATIONS
KEYWORDS: Manager, Server, Microsoft Office, Microsoft Outlook, Word, Excel, Customer Service,
Trainer, Management, Inventory, Customer Support, Time Management, Daily Operations, Operation
Procedures, Negotiation, Workflow, Mentor, Documentation, Communication, Liaison, 10+ years relevant
experience.
SECURITY CLEARANCE: Obtainable
PROFESSIONAL EXPERIENCE:
November 2013-Present
Certified Trainer/Service Professional/Bartender at Budweiser Brew House, St. Louis, MO.
*Professionally investigated and resolved customer inquiries and complaints in an empathetic but
expedited manner.
*Expertly cross-trained, assisted and stood in as acting customer service manager when needed.
*Adhered to all confidentiality requirements at all times.
*Met all customer call guidelines including service levels, handle time and productivity.
*Promptly responded to inquiries and requests from prospective customers.
*Strong leader of customer support staff.
*Facilitated inter-department communication to effectively provide customer support.
*Trained staff on operating procedures and company service.
*Identified individual development needs with appropriate training.
*Updated customer orders from start to finish in an accurate and timely manner.
*Devised and published metrics to measure the organization’s success in delivering world class
customer service.
*Developed highly empathetic client relationships and earned a reputation for exceeding service standard
goals.
*Managed employee work flow to exceed service goals.
Feb. 2010-Nov. 2013
Bar Manager/Server Lead at Grantfork Bowl, Grantfork, IL.
*Manager of between 5-10 employees on any given shift oversaw and ensured team productivity.
*Strong leader of customer support staff by mentoring, providing guidance and training to all employees.
*Stayed abreast of ever changing product and inventory information for bar, kitchen and additional
restaurant supplies. Additionally, maintained spreadsheet documentation and service changes to
support restaurant supply demands.
*Managed employee work flow distribution plus ensured equality amongst employees to exceed quality
service goals.
*Investigated and resolved customer inquiries and complaints in an empathetic manner.
*Expertly cross-trained, assisted and stood in as acting customer service manager when needed.
*Met all customer call guidelines including service levels, handle time and productivity.
*Solved unresolved customer issues.
*Developed highly empathetic client relationships and earned a reputation for exceeding service standard
goals.
June 2007-Aug. 2011
District Manager of Southern IL and Western KY at Stine Seed Company, Adel, IA
*Manager of between 10-15 employees within the region.
*Professionally conducted employee evaluations, one on one interviews and training sessions.
*Ensured all deadlines were met by employees in an expedited manner with quality insurance.
*Adhered to all confidentiality requirements at all times.
*Met all customer call guidelines including service level, handle time and productivity.
*Solved unresolved customer issues.
*Promptly responded to inquiries and requests from prospective customers.
*Assumed ownership over team productivity and managed work flow to meet or exceed quality service
goals.
*Strong leader of customer support staff by mentoring, providing guidance and training to all employees
*Facilitated inter-department communication to effectively provide customer support.
*Trained staff on operating procedures and company services.
*Provided accurate, specific and timely performance feedback for evaluations conducted.
*Identified individual development needs through one on one sessions and with appropriate training.
*Followed-through on all critical inter-department escalations to increase customer retention rates.
*Resolved associated, tool and service delivery issues revealed by statistical reports.
*Fostered and environment which encourages continual process improvement.
*Updated customer orders from start to finish in an accurate and timely manner.
*Effective liaison between customers and internal departments.
*Devised and published metric to measure the organization’s access in delivering world class customer
service.
*Maintained accurate records of past due customers’ accounts activity.
*Developed highly empathetic client relationships and earned a reputation for exceeding service standard
goals.
*Stayed abreast of ever changing product and inventory information. Additionally, maintained
spreadsheet documentation and service changes to support company supply demands.
Aug. 2003-May 2007
Head Server at Giant City Lodge, Makanda, IL
*Managed crews up to 25 employees on shift.
*Investigated and resolved customer inquiries and complaints in an empathetic manner.
*Cross-trained and backed up other customer service managers.
*Adhered to all confidentiality requirements at all times.
*Met all customer call guidelines including service levels, handle time and productivity.
*Solved unresolved customer issues.
*Strong leader of customer support staff.
*Facilitated inter-department communication to effectively provide customer support.
*Trained staff on operating procedures and company services.
*Identified individual development needs with appropriate training.
*Fostered an environment which encouraged continual process improvement.
*Effective liaison between customers and internal departments.
*Developed highly empathetic client relationships and earned a reputation for exceeding service standard
goals.
*Managed work flow to exceed quality service goals.
Education
Bachelor of Science Applied Sciences and Technology/Southern Illinois University, Carbondale, IL.
Minor in Business Economics 3.5/4.0 GPA
Coursework in Business Administration, Finance, and Marketing
Coursework in Operations Management
Honor Society
Member of Alpha Zeta Honors Society
Current References
Jacqueline Moss
Lockheed Martin, DISA Conus
C618-632-8790/C618-420-9310
**********.****@****.***
Ashley Lyle
Olive Garden Manager
Phone: 309-***-****
Keith Niemeier
Pfster Agronomist
Phone: 618-***-****
*************@*****.***
Additional References Available Upon Request
Contact this candidate