Customer Service Manager

Christel R. Jackson-Stevens

**** *. *** ****** **., ****************@*****.*** Cell

Apt 1215 580-***-****

Dallas, TX 75227

Dedicated Assistant Store Manager/Department Manager/Associate with seven

and half years of experience in "big retail settings. Consistently achieve

record-high customer satisfaction rankings, improvements to the bottom line

and turnaround of underperforming operations and departments.

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

Contact Processing Checker

Nissan - Irving, TX - October 2014 to Present

Responsibilities

Process loans and check to make sure details are correct inaccurate to each

state guidelines make sure that

all item are in package details. Once completed book in process payment to

dealers

Customer support

Montronic - Farmers Branch, TX - August 2014 to October 2014

Responsibilities

Helping customers with alarm system and ordering parts updating.

Account Manager

Auto Advantage Finance - Oklahoma City, OK - March 2014 to October 2014

Responsible for reaching out to customers to collect payment for overdue

loans, or other payments.

Acts as the liaison between creditors and customers and manages overdue

accounts.

. Collect payments on past due bills.

. Create a list of people who have not made payments.

. Organize list according to severity of delinquency. Locate customer

using credit bureau information,

background checks, loan documents and other paperwork or databases.

Purge records from decreased people.

or databases.

. Call customers using telephone.

. Utilize computer systems to handle skip tracing.

. Inform clients of overdue accounts and amount currently owed.

. Attempt to collect payment.

. Review terms of sale or loan documents.

. Ensure all customer information is correct, including phone numbers and

addresses.

Listen to customer's story and determine if debut can be collected.

Southwest Airlines, Oklahoma City, Oklahoma

July 2011

Southwest Airlines Customer Representative

The Customer Representative is responsible for being the smiles and first

link in the chain of interactions between our customers and the company.

Responsible for "selling" Southwest 's services to Customers, Travel

Agencies, and internal and outside customers. The telephone is the

medium.

. As a customer service representative skills are required to meet the

ongoing challenges of combing technical skills, sales skills and

customer abilities.

. Primary function is to sell seats on Southwest flights and provide

customers with information about fares, schedules, routings and

ticketing requirements.

. Primary function is to create a selling environment of a Rep to sell

sits on Southwest flights and provide information about fares,

schedule, routings and ticketing requirements. Reps must have the

knowledge and skills to access and provide information on baggage and

freight, car rentals, ticketing, southwest.com information, Rapid

Rewards (frequent flyer) account information and procedures.

. As Rep I possess a thorough understanding knowledge of our airline's

operation along with excellent communication and computer skills.

. Handle customer complaints from mishandled baggage and lost

reservations to delayed or cancelled flights. Have to make judgment

calls to either solve the problem in a calm and courteous manner. I

possess the knowledge to forward the problem immediately or forward it

to a supervisor.

. I possess the ability to identify the customer's needs and help them

to make the best travel decisions.

. I possess the "Legendary Customer Service" policy in each transaction

with customers.

Casual Male Mens Wear,- Oklahoma City, Oklahoma

Assistant Store Manager, 3/10 to present, reports to store Manager and

District Manager

Assisted in overall operations and performance of store, which included

sales, merchandising, operations, staff supervision, training and

development. Responsible for keeping loss prevention and expense control

to a minimum, therefore driving sales and profitability to the maximum.

Adheres to all company guidelines, procedures and apply state and federal

laws for daily store operations.

* Maintains a culture environment where customers love to shop and enhance

the buying experience through helpful showing of merchandise and provided

experience in specialty ordering. Demonstrate detail knowledge of products

and services which makes shopping a great experience.

*Assists store manager in monitoring the profitability in the areas of

great customer service, sales, inventory/expense control and risk

management.

*Trains new full-time and part-time employees on selling skills and store

operating procedures.

* Responsible for visual merchandising standards and displaying merchandise

according to company directives and convenient to customer shopping.

Ensures daily that standards are met including floor sets, cleanliness,

marketing of merchandise, signage and sales promotion.

Wal Mart- Oklahoma City, Oklahoma 03/2003 to 09/2014

Department Manager Shoes Assistant Store Manager 10/07 to 3/09,

Department Manager, Domestics, and Overnight stocker for Produce.

Promoted to assistant manager position to recruit, train and supervise

store operations and cashiers. Foster an environment in which customers

enjoy high levels of service and employees are motivated to deliver top

performance. Manage front-end operations to ensure friendly and efficient

transactions at checkout and while shopping at Wal-Mart.

Conducted Tours of Areas for appearance of merchandise, shop able appeal to

customer, and availability of merchandise.

Checking accuracy of pricing and signing, ensured that modules are

completed correctly, that daily notes are done. Identified key factors for

increasing profits and reducing shrinkage/overage by efficiently managing

associates responsible for critical tasks and process related to Back

Office Operations successful operations.

Supervised team members ensuring that tasks are delegated to members and

satisfactorily completed by monitoring performance against a predetermined

deadline. Ensures staffed is selected, utilized and appraised within Wal

Mart's guidelines and job specifications.

Monitors budget expenditures against requirements. Promotes associates

engagements in process improvements.

Managed Merchandising Operations.

Education and Training

Cameron University - Lawton, OK. 08/91 - 05/92

Earned 28 credits; concentration in business studies

Training: Completed numerous courses and seminars in customer service,

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

leadership, performance assessment and food safety.

Wal Mart - Assistant Manager Program Graduate

Wal Mart - Food School

Awards

Employee of Month, August 2006

Wal Mart 5 year Employee Achievement Award

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