Customer Service Manager
Resume:
Kim M. Stanko
Virginia Beach, VA 23454
***********@*****.***
January, 2015 to March 2015: Home Depot, Virginia Beach, Virginia
Associate in store Operations. Ensure the store is stocked and ready for business every day, as well as provide merchandise loading assistance to our customers. Load and unload trucks, move material from the receiving area throughout the store, and performing critical functions for maintaining proper on-hands and pricing for our customers. Direct customer interaction is frequent while providing the following services;
Examines and inspects stock items for wear or defects, reporting any damage to supervisors
Specific expertise in lawn and garden supply and demand providing guidance to customers regarding appropriate materials, plants and environmental conditions which effect garden beatification.
Follow all loss prevention policies and procedures
Mark stock items using identification, and stock location based on turnover, environmental factors, and physical capabilities of facilities
Stock merchandise onto shelves for customer availability; requires sorting and staging of merchandise to sales floor
Build end caps and promotions
Provide fast, friendly service
Approach customers to determine if they need help loading product
into vehicles
Load customer products into vehicles
Unload merchandise using designated equipment
Understanding carrier unload processes for efficient freight management
Identify and read vendor packing slips, carrier shipping documents, UPC labels and other receiving documents and comparing to purchase orders to ensure accuracy
Attention to Detail: Concentrate for an extended period of time; catching any errors before completing assignments; maintaining the high quality standards for the work environment.
Customer Driven: Provide outstanding customer service (to both internal and external customers); following through on responsibilities to customers; recovering from any errors made leaving customer satisfied. I possess the ability to get results despite a large workload, competing demands and a fast-paced environment.
Assist customers in carrying and loading their purchases. Maintain outside appearance of store by returning carts to proper location and cleaning/organizing as necessary. Greet and acknowledge all customers in a friendly, professional manner, providing quick, responsive customer service.
Responsible for upholding the knowledge of a plumbing professional with an in depth knowledge of products and related accessories specific to their plumbing trade. Provides customers with this knowledge.
January 2011 January, 2015 - Cashier, Shop Rite, Fairless Hills, Pennsylvania
Received and disbursed money in establishments other than financial institutions.
Usually involved use of electronic scanners, cash registers, or related equipment.
Often involved in processing credit or debit card transactions and validating checks. Answered customers' questions, and provided information on procedures or policies. Tasks include but not limited to:
Bag, box, wrap, or gift-wrap merchandise, and prepare packages for shipment. Compute and record totals of transactions.
Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.
Greet customers entering establishments.
Issue receipts, refunds, credits, or change due to customers.
Issue trading stamps, and redeem food stamps and coupons.
Maintain clean and orderly checkout areas.
Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately.
Offer customers carry-out service at the completion of transactions.
Process merchandise returns and exchanges.
Receive payment by cash, check, credit cards, vouchers, or automatic debits.
Request information or assistance using paging systems.
Resolve customer complaints.
Sort, count, and wrap currency and coins.
Weigh items sold by weight in order to determine prices.
Accept reservations or requests for take-out orders.
Calculate total payments received during a time period, and reconcile this with total sales.
Cash checks for customers.
Compile and maintain non-monetary reports and records.
Keep periodic balance sheets of amounts and numbers of transactions.
Post charges against guests' or patients' accounts.
Sell tickets and other items to customers.
Stock shelves, and mark prices on shelves and items. Pay company bills by cash, vouchers, or checks.
May 2010 to November 2010; Jacobson Companies, Levittown, Pennsylvania
The Customer Service Representative (CSR) ensured that the first interaction with clients was representative of our organization as first rate in terms of service and quality. Provided options for service appointments, sales appointments and as required to hold call center performance metrics that was used within the organization. Primary Responsibilities included maintaining the scripting required and providing franchise system for quality and efficient interactions with the inbound client base. Offered appointment windows, ancillary products and services that contributed to achieving the call center sales quota daily, weekly, monthly. At the direction of the Call Center Manager, engaged in outbound calling activities to secure the appropriate amount of calls required for a successful service operation. Maintained customer database, ensuring complete, accurate, and updated entry of information. Participated in ensuring the agreement bases is renewed and scheduled for the technicians. In cooperation with the Dispatcher or in back-up role:
Responded to customer inquiries regarding company schedule and requested lead times, equipment service, and service invoicing, and general inquiries.
Entered service calls, schedules calls, and generates call debriefing with technicians daily.
Followed up and schedules preventative maintenance service appointments.
At the request of the Call Center Manager, performed administrative duties to assist with the overall efficiency of the operation.
Reviewed completed service work orders for accuracy.
Participated in all company sponsored training classes.
Effectively managed conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
Maintained a professional image at all times by following safety policies and procedures. Abided by ALL standards of performance and code of ethics. Maintained a courteous demeanor with all customers and associates.
February 1995 to October, 2007, Apprentice/Laborer TJM Builders, Trooper, Pennsylvania
Performed tasks involving physical labor at highway and heavy construction projects. Operated a variety of hand and power tools and cleaned and prepare sites, dug trenches, set braces to support the sides of excavations, erected scaffolding, cleaned up rubble and debris, and removed waste materials. The position may assist other craft workers. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Performs a variety of tasks involving strenuous manual labor in heavy/highway construction projects; performs manual work in preparing surfaces for paving. Shovels bituminous concrete (asphalt) into construction areas. Assisted in patching asphalt with hot and cold mix. Excavated and filled trenches and ditches. Maintained a clean job site: picked up all tools and equipment and secures job site each day to eliminate potential hazards. Performed materials handling and storage. Loaded and unloaded trucks and hauled and hoisted materials. Ensured proper safety and incident reporting procedures are followed. Brought problems to the attention of the foreman, safety director or HR manager. Competencies included communication proficiency customer/client. Focus was results driven while maintaining teamwork orientation.
August 1985 to January 1987; Shipper/Receiver, Stroehman Bakeries, Norristown, PA
Under the direction of Shop Manager/Sales Manager, purchased materials, supplies and services of more complex nature with established limits and guidelines. Supervised personnel as directed by executive management, from time to time. Responsible for the proper and safe packaging of customer items using packaging equipment. Duties included the following:
Verification of pieces being sent or received
Performed a billing and lading for shipments and keeping other paperwork neat and organized to avoid future issues.
Customer oriented on the phone and in the shop.
Tracked and organize all inventory
Received customers requests at the Shipping/receiving door, if any clarification is required the contact Operations Manager
Identified customer material, with receiver #
Ensured all pertinent information is placed on Material Transfer
Purchased shipping and receiving supplies, packaging and preservation supplies
Completed an inventory count monthly and make necessary reports
Kept the shop organized and free of non-needed obstructions.
Always available for on call, for both Shipping and Receiving
Additional duties as assigned by Shop Manager
Education: Graduate Methacton High School Diploma
Graduate North Montco Technical School Certified Commercial Art
References available upon request.
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