Customer Service Manager

Briana Hendricks

**** ****** ****** **. *** # ***4 Arlington Texas, 76006 E-mail:**************@*****.*** Cell

PH: 817-***-**** Home: 469-***-****

Personal Statement

“I am a friendly, loyal and clearly dedicated individual who has an ambition to succeed in any given

environment. Although I have extensive experience in the customer service industry, I am also well

trained in retail sales, management, quality control, and distribution experience. I love to learn, and I

am always up for a challenge whatever the situation. I get along well with others, whilst also working

efficiently on my own. I am seeking a position where I can develop and excel while giving my best to

an employer. "

Experience

Office Depot Distribution 2222 N Hwy 360

Inventory Control / Receiving Grand Prairie, TX 75050

July 2014- February 2015

• Detail search for missing products.

• Communicate with management team of missing inventory.

• Confirmed quantity amount of products being received and product that is going out the

warehouse.

• Stocked products in its primary location.

• Confirmed that every product coming in and going is not damaged and is up to customers

satisfaction requirements.

• Damage out open or damaged products.

• Keep warehouse zones and modules clean at all times.

• Ability to multi task along with excellent organization skills.\

• Pallet move product from it’s deep reserved location to the primary location.

Stockton Telecom / Direct TV & Dish Network 1475 Avenue S. Suite 300

Dispatcher CSR Grand Prairie TX. 75050

June 2011- July 2014

• Ability to handle multiple calls and customers

• Ability to multi-task along with excellent organizational skills

• Attention to detail require

• Working knowledge of Microsoft word & Excel

• Computer/Typing Skills

• Provide assistance to all other members of management as well as dispatch.

• Provide effective coordination in the absence of manager or supervisor and arranges dispatch

schedule according to the work load and absenteeism.

• Check accurateness and completeness in a timely manner to ensure customer satisfaction is at the

upmost priority.

• Create weekly reports based on research and knowledge of current computer software and all call

center effectiveness.

MetroPCS / Manager

August 2011 – July 2013 900 N Polk

Desoto TX. 75115

• Assist in inventory and work order discrepancies as needed. Follow up to ensure all jobs are

completed properly and resolve outstanding open work orders.

• Developed and maintained long-term relationships with policy holders and small business entities.

• Hired and trained any new employees in an orderly timely matter.

• Strictly followed all cash, security, inventory and labor policies and procedures.

• Promptly and empathetically handled guest concerns and complaints.

• Took necessary steps to meet customer needs and effectively resolve food or service issues.

• Recorded customer orders and repeated them back in a clear, understandable manner.

• Pleasantly and courteously interacted with customers.

• Took initiative to find extra tasks when scheduled duties were completed.

• Managed and created schedules in a timely matter.

Ageis Communication Group May 2010 – August 2011

Experian Major Creditors

Call Center Rep 8001 Bent Branch DR.

Irving TX. 75063

Managed high call volume with tact and professionalism.

•

Prepared reports and communication for senior management and clients.

•

Resolved service, pricing and technical problems for customers by asking clear and specific questions.

•

Acted professionally and patiently when addressing negative customer feedback.

•

Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

•

Met or exceeded service and quality standards every review period.

•

Defused volatile customer situations calmly and courteously.

•

Gathered and verified all required customer information for tracking purposes.

•

Effectively managed a high volume of inbound and outbound customer calls.

•

2700 112th St.

April 2008 - July 2010

DHL Global Mail Warehouse Grand Prairie TX. 75050

Stocker/Order Puller

• Sorting and distributing all U.S Postal mail in a timely manner

• Labeling and bagging all verified mail

• Putting boxes together.

• Attach identifying tags to containers, or mark them with identifying information.

• Read work orders or receive oral instructions to determine work assignments and material and

equipment needs.

• Move freight, stock, and other materials to and from storage and production areas, loading

docks, delivery vehicles, ships, and containers, by hand or using trucks, tractors, and other

equipment.

October 2004- January 2007 3041 St. Rose Parkway

Wingate Suites Henderson NV, 89052

Front Desk/Housekeeping

• Greeted, registered and assigned rooms to guests of hotels or motels.

• Issued room keys and escort instructions to bellhops.

• Kept records of room availability and guests' accounts, manually or using computers.

• Made and confirmed reservations.

• Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using

computers.

• Verified customers' credit and established how the customer would pay for the

accommodation

• .Computed bills, collected payments and made change for guests.

• Contacted housekeeping or maintenance staff when guests reported problems.

• Made sure every guest was satisfied with their service and made sure they had clean an

fresh linen

• Cleaned restrooms guest rooms, vacuumed, sweep, and mopped floor for all guest that

planned on exceeding stay

• Maintain regular communication with management for any complaints or changes the guest

may have.

Education

August 2004 - June 2007

Liberty High School Las Vegas, NV.89123

• High School Diploma

Core Strengths

• Pallet Jack Certified

• Forklift Certified

• Shipping and Receiving

• Inventory Control

• RF Scanner

• Product Research

• Strong client relations

• Courteous demeanor

• Fast learner

• Problem solver

• Excellent communication skills

• Listening skills

• Adaptability

• Multi-line phone usage

• Store maintenance

• Shipping and receiving

• Telephone inquiries

• International sales support

• Customer service

• Invoice processing

• Telecommunication skills

• Conflict resolution

• Strong organizational skills

• MS Windows proficient

• Energetic Work Ethic

Accomplishments

Customer Assistance

• Worked with company systems such as Live Support and diligently completed all assigned tasks,

working overtime as needed.

Conflict Resolution

• Responsible for handling customer account inquiries, accurately providing information to ensure

resolution of product/service complaints and customer satisfaction.

Quality Communication

• Interacted with 50+ affiliate stations in US and Puerto Rico, ensuring reliable and high-speed

delivery to residential and small-business customers.

Inside Sales

• Met and exceeded quotas generating 65+ calls per day on leads for software maintenance

renewals.

Customer Follow-up

• Ensured that customers were satisfied with company products and services by doing purchase

Long-term relationships with customers.

• Handled guest complaints, maintaining a positive dining experience for all rest.

• Up-sold products and motivated customers to upgrade current product plans.

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