Customer Service Manager
Resume:
T P
RAVIS ERSON
*** ****** ** ** • Atlanta, Georgia 30308 • 252-***-**** • **********@*****.***
EDUCATION
Shaw University
May 2010
Bachelors of Science in Business Administration Raleigh, North Carolina
Work experience
Oxford University Press January 2014 -
Present
Inside Sales Representative, Specialty Accounts Cary, North
Carolina
• Managed the relationship between Oxford University Press USA and specialty accounts including, but not limited
to, museums, corporations, nonprofit organizations and bookstores
• Implemented regular sales call schedule to circulate marketing and PR materials to the buyers to ensure pre-
publication orders for all new titles are accurate and opportunities to keep robust backlist and front list sales are
maximized
• Contacted new customers in an effort to build up client base
• Worked with Associate Director of Retail & Wholesale to develop and execute regular sales campaigns
• Liaised with Marketing and PR departments to develop high-impact sales materials
• Planned, coordinated, and monitored key accounts’ co-op programs to ensure effective positioning of OUP
product consistent brand presence within key accounts, and spending within budget/pool
• Maintained the retail customer database to ensure complete outreach to past retail/wholesale customers
Oxford University Press January 2012 -
Present
Gratis Coordinator Cary,
North Carolina
• Promoted to a Gratis Coordinator within 1.5 years after functioning as a Call Center Representative
• Functioned as the Gratis team lead following promotion to Gratis Coordinator
• Automated the way label orders were processed which resulted in getting orders out to customers much quicker
and prevented lost shipments and excess shipping charges
• Maintained an accuracy rate of 99% with regards to processing transactions within the Gratis system
• Processed an average of 74 emails per day
• Attracted potential customers by answering product and service questions; suggested information about other
products and services
• Opened customer accounts by recording account information (worked within the internal systems to successfully
open customer accounts)
• Trained other call center representatives on order receiving/dispatching to ensure expedited turnaround on all
orders placed
• Maintained customer records by updating account information (maintained the customer records database to
ensure accurate contact/account information)
• Handled various international orders
• Resolved product or service problems by clarifying the customer's complaint; determined the cause of the
problem; selected and explained the best solution to solve the problem; expedited correction or adjustment;
followed-up to ensure resolution
• Maintained financial accounts by processing customer adjustments
• Recommended potential products or services to management by collecting customer information and analyzing
customer needs
• Prepared product or service reports by collecting and analyzing customer information
Men’s Warehouse January 2011 –
Present
Senior Customer Service Assistant Raleigh, North
Carolina
• Successfully served customers with fittings and alterations with over 95% customer satisfaction
• Promoted to a Senior Customer Service Assistant after functioning as a Customer Service Assistant for four
months
• Consistently recognized as the highest seller in the store while only maintaining a part time schedule
• Assisted store manager with scheduling during peak season
• Worked at other stores in the Raleigh/Durham area on days off to ensure adequate staffing was available to assist
customers
• Provided proactive communication with customers and client via telephone, e-mail, or regular mail; manage
database records; drafting status reports on customer service issues; and supervising staff as well as train new
employees
• Selected key holder with the major duty of assisting regional sales staff based in other Men’s Warehouse locations
• Processed expense reports, coordinated the submission of proposals, planned meetings, tracked sales progress,
maintained department database records
• Served as a liaison between traveling sales representatives and staff based at our other retail locations
Ann Taylor Loft September 2008 –
August 2009
Stock Supervisor Cary,
North Carolina
• Successfully functioned as a Stock Supervisor and maintained a full course load at Shaw University while also
serving as an Assistant Manager at Champs Sports
• Processed new shipment and checked for defective merchandise
• Assessed the products on the floor and put out new merchandise in a timely manner
• Organized and arranged products in a presentable manner
Champs Sports August 2005 –
September 2009
Assistant Manager Cary,
North Carolina
• Promoted to Assistant Manager after serving as a Sales Associate for six months
• Successfully balanced serving as an Assistant Manager while maintain a full course load at Shaw University
• Was instrumental in helping local store meet their quarterly sales quota 92% of the time while serving as the
Assistant Manager
• Assisted store with consistently meeting the daily sales goal
• Supervised/Managed the store and staff while performing opening and closing duties
• Trained new staff on store products, policies, and procedures
• Engaged in daily store duties such as, stock, inventory, and scheduling
• Assisted potential and current customers with their needs
T P
RAVIS ERSON
477 Wilmer St NE • Atlanta, Georgia 30308 • 252-***-**** • **********@*****.***
REFERENCES
Hyacinthe Canton • Call Center Representative
Oxford University Press, Cary NC
*********.******@***.*** – 919-***-****
Hyacinthe functions as my back-up in my role as Senior Call Center Representative at Oxford University Press
T’Keitha Miller • Store Manager
Champs Sports, Cary NC
****.********@*****.*** - 919-***-****
T’Keitha and I worked together during my time as Assistant Manager at Champs Sports
Deonta Davis • Assistant Store Manager
Men’s Warehouse, Raleigh NC
Deonta serves as my immediate Manager at Men’s Warehouse
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