Customer Service Manager
Resume:
Kelly A. Sam
*** ******* **. *** * Imperial Beach Ca. 91932
619-***-**** cell 619-***-**** home
*********@*******.***
Objective
o A challenging and rewarding position in a successful company.
Profile
o Strong background in sales, marketing, merchandising, and staff
development. Fluent in English and Spanish.
Key Skills
Retail Store Operations Customer Service Excellence
Scheduling Teambuilding/Training/Supervision
Budgeting & Cost Controls Inventory Management
Shrink Reduction/Loss Control Merchandising Strategies
Customer Service Excellence Data Payment Processor
Store Deposits Front desk & Clerical work
Mail Services (Postage Machine- Fed Ex)
Professional Experience
Resortcom International
Position: Front Desk Receptionist
Worked from July 2013 until January 2014
.
Duties:
o Answer and transfer phone calls
o Manage and handle postage machine
o Fed Ex incoming and outgoing.
o Scan Documents, fax transmittal.
o Schedule Meetings
o Clerical - Office work
Position: Cash-Payment Processor
Worked from August 2011 until January 2014
Duties:
o Receive Check payments, Credit card payments, Bank wires and apply
them to member's loan accounts.
o Transfer Payments from a Loan account to a Maintenance fee account
o Waive late fees.
o Apply Monthly payments
o Change Due dates
o Apply Down Payments & Closing Cost payments
o Reapply Payments to Principal Balance
o Apply Cash out Discounts
o Adjust Balances per Client's Authorization.
Position: Pre Arrival Concierge
Worked from May 2011 until August 2011
Duties:
o Call members and assist them with any Transportation, Meal plans for
their upcoming Trip.
o Answer any questions they would have in regards to their reservation
to one of the Resorts.
Baja Duty Free.
Position: Store Manager
Worked from August 1999 until June 2009
Duties:
o Sales and "bottom-line" profits of the store.
o Recruit, hire, train, evaluate and counsel store employees.
Schedule, organize and direct assignments.
o Develop and implement employee performance evaluations and
improvement plans.
o Effectively manage employee turnover. Provide a positive working
environment and handle employee issues appropriately and in a
timely manner.
o Resolve customer problems or complaints by determining optimal
solutions
o Utilize labor management tools, including effective scheduling,
to maximize productivity, profitability and margins.
o Provide exceptional customer service and ensure the employees
also provide the same level of service.
o Communicate, execute, and manage marketing and merchandising
programs.
o Conduct regular store meetings.
o Maintain adequate store supplies.
o Manage store revenue, including cash handling, deposit
reconciliation and delivery of deposits to bank.
o Management of all store operational issues, to include store
housekeeping, store administrative duties, physical inventories,
price changes, etc.
o Prepare technician daily logs and route sheets for review by the
District Manager.
o Manage speed of service results, controls inventory that is used
for service orders, and is responsible for the overall
organization and appearance of the service center.
o Order and receive spare parts for service orders, return
defective parts to RMA department file all service order and
purchase order paperwork, review service orders for correctness
in billing.
o Ensure all orders are properly documented and released for pick-
up.
o Responsible for preparation of work schedules.
Carl Karcher Enterprises
Position: Supervisor
Worked from June 1993 until July 1999
Duties:
o Assistant Managers at Carl's Jr. provide support and managerial
assistance to almost all aspects of the store's operation. Apart from
ensuring customer service satisfaction, Assistant Managers at Carl's
Jr. are also required to assist in coaching and motivating employees,
recruit and interview possible candidates for employment, conduct
sales projection and shift scheduling, hands-on approach in inventory
control and record keeping.
Hospital Americas
Position: Administrative Secretary
Worked from June 1988 until May 1993
Duties:
o Schedule Patients appointments, Collect medical payments, Order
Medical Supplies and Medicines, Make Hospital Payments, Schedule
Surgeries, Payroll for Doctors, Nurses and Staff, In charge of the
reception area, and answer phone calls.
Computer Skills
. Computers: MS Office (Word, Excel. Power Point)
. Certifications: Attended Seminars of: Management, Customer Service,
Dealing with problem employees, Sexual Harassment etc.
References
. Resortcom International - Mayra Granados (Financial Services Manager)
619-***-**** Ext 1023
. Baja Duty Free- Carlos O'Connor (Manager) 619-***-**** Ext 101
. Carl's Jr- Debora Meza (Supervisor) 619-***-****
. Hospital Americas (Medical Director) 011*****-***-**-**
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