CHARLOTTE SCHLICKBERND

Virginia Beach,VA.*****

P. 570-***-**** r E-mail. acochy@r.postjobfree.com

Customer Support & Quality Improvement Manager

Highly accomplished and talented Customer Service and Quality Improvement

professional qualified for a management position within a company that

demands expertise in all aspects of operations management. Solid track record

of successful experience includes optimizing productivity, and improving

profitability. Innovative and creative problem solver. Performance, process, and

results-driven in commitment to quality and continuous improvement.

Dedicated customer service manager with 15+ years of experience in retail and

quality assurance. Consistently achieve record-high customer satisfaction

rankings, improvements to the bottom line and turnaround of under performing

operations.

Respected builder and leader of customer-focused teams. Instill a shared,

enthusiastic commitment to customer service as a key driver of company goal

attainment. Lead by example and ensure the execution of all safety, security,

quality and store operations policies.

AREAS OF EXPERTISE

Change Management, Staff Development and Training, Team building & Training

Cross?Functional Team Management, Performance Measurement

Customer Service Management, Front End Supervision,Emergency Preparedness

Project Strategy, Complaint Handling & Resolution Retail Operations Management

Asset Protection/Surveillance

Professional Experience

Intercontinental Hotel Group, Charleston, SC 2014-Present

Reservations Specialist

Answer incoming calls providing information and selling to potential guests and

clients wishing to stay or make a booking at IHG properties.

Providing personalized and efficient service driven by the guest?s needs.

Meeting or exceeding defined performance expectations revenue, conversion,

quality,and partner offers.

Navigates multiple web-based systems while managing various work streams to

provide an enhanced guest experience.

Pier 1 Imports, Summerville, SC 2010-Present

Sales Associate

Developed and maintained positive relationship with customers.

Consistently increased revenues throughout tenure and led district in sales.

Provided training to new employees, which included store operations,

processes, and procedures.

Led the team of individuals responsible for managing the inventory.

B&B Maintenance, Bushwood, MD 2011-2014

Supervisor .

Oversaw general cleaning and maintained 2.5 million square feet of office space.

Supervised and conducted daily inspections.

Provided quality control services to building standardized and delegated

assignments for cleaning operations.

Provided quality control services to building standards and conducted daily

inspections.

Survey Technology & Research Center (STR), Allentown, PA 2008-2009

Customer Service Representative

Administered computer-based questionnaires telephonic ally to selected

households and businesses.

Developed, improved, and exploited the art of data collection technologies and

study designs by conducting telephonic surveys.

Assisted in testing, developing, and showcasing advanced data collection

capabilities aimed at improving survey response rates, expanding sample

coverage, increasing productivity, and lowering overall survey costs.

Supervised the data collection monitoring project costs, quality and progress.

J.C. Penney Corporation, Moosic, PA 2005-2008

Customer Service Representative

Support sales representatives in opening new accounts and upgrading existing

service.

Maintained quality control/satisfaction records, constantly seeking new ways to

improve customer service.

Coordinated the prompt handling of all customer requests including, but not

limited to, order entry, pricing, expediting, billing, order maintenance, credit and

claims.

Organized delivery of products and/or services to customers, coordinating

necessary resources to ensure timely, efficient and satisfactory delivery.

The Limited Corporation, Hazleton, PA 2001-2003

Store Manager

Managed team of associates by providing guidance and leadership to achieve

store sales and profit objectives.

Provided leadership, direction, and coordination, and evaluated store

performance.

Planned, assigned, and directed performance appraisals.

Administered program that recognized associates for providing exceptional

customer service and demonstrating strong product knowledge.

Training

Completed training courses and seminars in retail management, customer

service, sales strategies, inventory control, loss prevention, time management

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