Customer Service Manager

TAMMY MCCOY

**** ***** **** **, **********, VA **112 804-***-**** *********.*****@*****.***

Summary

Energetic management professional well-versed in business finance, management, and sales

Emphasizes process improvement to increase profits and customer satisfaction

Over 20 years retail experience with over 11 years management experience

Manager who effectively motivates associates through continual guidance, direction, development and coaching.

HIGHLIGHTS

Operations Management / Business analysis

Dependable team player and motivator

Expert in performance tracking and evaluation

Expert compensation/benefits administrator

Experience

07/2007 – Administrative Manager, Lowes

07/2014

Responsible for inventory control, budget management as well as implementing business strategies for Delivery, Installed

Sales, Cashier, and Administrative departments. Developed each department’s performance plan which motivated staff and

increased sales. Served as a mentor to team members. Increased profits by training, developing and managing team

members. Reduced and controlled expenses by effectively controlling payroll.

11/2004 – Zone Manager, Lowes

07/2007

Recruited, managed and mentored an overage of 160 team members per year. Recruited, interviewed and selected

applicants to hire. Increased profits by developing, initiating, and manage several programs within the company. Reduced

employee overtime by effectively delegating tasks. Initiated and implemented new program that standardized employee

training, leading to an increase in customer satisfaction.

08/2001 – Customer Service Manager, Lowes

11/2004

Successfully managed the activities of 30 team members in multiple locations. Developed rapport with customers and

resolved difficult issues with professionalism. Generated and distributed daily reports as well as order acknowledgements to

appropriate personnel. Effectively managed departmental expenses to stay within allocated budget. Reduced employee

overtime by effectively delegating tasks.

Education

1990 Diploma, George Wythe High School

2007 Administrative Model Class

• Business leadership, result leadership, people leadership, self-leadership, store leadership

2011 Operational Training

• Payroll, sales floor/merchandising specialty sales, credit, install sales/installer-manufactories, administrative, front end

and internet orders/protection plans, delivery receiving/buy back/freight flow, expenses and margin control

2012 Leadership Class

• Performance management, impact customer service, serve model, situation leadership

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