Customer Service Manager
Resume:
Shyvauhn Courtney-Cobb
Grayson, GA 30017
Email: ********@*****.***
Cell: 678-***-****
Dynamic and results oriented professional is seeking a career opportunity that utilizes my skills and expertise in Customer Service or Management
PROFESSIONAL BACKGROUND
January 2011 – Present (P/T)
G Ryder Entertainment LLC – Sales /Marketing Manager
Managing of customer accounts and preparing estimates
Coordinate all promotional schedules and efforts
Cultivating strong customer relations and client loyalty by providing exceptional service
Managing website content, creating promotional products
March 2011 – September 2011
American Express – Relationship Consultant /Centurion Relationship
Maintaining and establishing relationships with high profile card members
Analyzing and resolving card members’ travel needs (business /pleasure)
Liaise with several preferred vendors to ensure card members experience complete satisfaction
Providing relevant and timely recommendations to card members based on spending patterns and preferences
October 2007 – February 2011
Bittersweet Events & Catering LLC. Atlanta GA –Client Services Manager / Marketing Consultant (P/T)
Responsible for the management of customer accounts and preparing estimates based on sales quotes
Cultivating strong customer relations and client loyalty by providing exceptional service and by interacting directly with clients in person and via social networking sites
Managing website content, creating marketing products and creating promotional packages to meet and exceed sales quotas
Ensuring service and product quality
December 2006 – July 2007
Exxon Service Stations (Barbados) – Customer Service /Development Manager (Subcontracted, P/T)
Screened, tested and trained new employees by conducting orientation sessions ensuring every employee meets the required company standards
Compiled customer service training manuals & coordinated development
Analyzed and initiated solutions to introduce employee performance system and incentives, significantly increasing employee productivity
Managed a team of 30 plus employees, coordinated work schedules and oversee the daily operations of station
December 2005 – September 2007
Cable & Wireless (Telecoms-Barbados) – Corporate Sales & Training Consultant
Implemented / managed selected programs to “win back” new high-profile corporate accounts
Initiated / managed projects on setting up pre-paid computerized systems in hotels for guests usage significantly increasing DSL Sales
Directed pre-paid phone rentals project in hotels, airport and other tourist arrival ports significantly increasing pre-paid phone card sales
Tested mobile networks and devices, provided practical solutions and support to end users
Analyzed brand/ trends in the market and proactively introducing new products to stay competitive
Trained/ coached Store Associates, Representatives and Authorized Dealers in customer service, company offerings, smart phone devices
Liaised with Management Teams, Engineers/Technicians concerning network issues and upgrades
October 2003 – December 2005
Cingular Wireless (Barbados) – Call Center / Customer Service Manager
Managed a team of 30+ Representatives, monitored call queues and the overall function of the department
Prepared weekly schedules, conducted performance reviews and enforced company policies
Trained /Coached representatives to meet and exceed their goals, initiated daily “recharge meetings” to encourage team spirit and to set daily goals
Resolved escalated customer issues in a timely manner
Liaised with and provided ongoing training / support for affiliated departments
Analyzed and generated reports of intra-day call activities
SHYVAUHN A COURTNEY – ********@*****.***, 678-***-****
EDUCATION
Liberty University (Online) 2011 –2013
BS Christian Psychology – Crisis Counseling
Barbados Institute of Management & Productivity 2000-2004
Administrative Management
Barbados Association of Office Professionals – Career School 2002 - 2004
Customer Service Management, Leadership, Organizational Behavior / Behavioral Science, Business Communications, Office Technology, Business Law, Economics and Accounts
Alliance Français 2001 – 2002
Intermediate French
Springer Memorial Secondary School (High School Diploma – Barbados) 1990-1995
SHYVAUHN A COURTNEY, ********@*****.***, 678-***-****
COMPUTER & PROFESSIONAL SKILLS
Ms Word, Ms Excel, Ms Outlook, Ms Works, Ms Access, Power Point, Publisher, Quick Books, Photoshop, Windows Applications, Desktop Publishing, Advanced Internet Researching, Sabre, Saturn
Account Management
Customer relations development
Customer needs assessment and resolution
Ability to communicate assertively and clearly oral and written
Ability to effectively manage teams and coach employees
Possess excellent interpersonal and organizational skills
Intermediate web site designing and social media / blogging expert
Contact this candidate