Customer Service Manager

RASHID KENON

*** ****** ***. ********@*****.***

Brooklyn, NY 11221 Cell: 917-***-****

Dedicated customer service manager with 10+ years of experience in retail

and office environment. Consistently achieve record-high customer

satisfaction rankings, improvements to the bottom line and turnaround of

underperforming operations.

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

Knowledge of PeopleSoft Customer Satisfaction Teambuilding &

Software Enhancement Training

Customer Service Front-End Supervision Cost-Reduction

Management Sales & Margin Improvement Strategies

Complaint Handling & Order Fulfillment

Resolution

Retail Operations

Management

Professional Experience

Long Island University Brooklyn, NY

3/14 - Present

Office Manager for Speech Language & Hearing Clinic

. Reconciliation of daily receipts of fees for all diagnostic &

therapeutic services conducted by all clinical supervisors

. Preparation & delivery of deposit & deposit summaries to Financial

Services for daily & monthly receipts

. Preparation & review of monthly billing packets from all clinical

supervisors

. Securing & processing of CPSE & RSA contracts for children receiving

services from NYC Dept. of Ed on a rolling basis throughout each year

. Monthly Submission of billing for all clinical supervisors to two

subcontracting agencies & NYC Dept. of Ed

. Maintained professional correspondence with all subcontracting

agencies & NYC Dept. of Ed regarding contract approvals

. Collected & submitted quarterly progress reports & annual reports to

the two subcontracting agencies & NYC Dept. of Ed

. Conduct monthly audits on all open client charts

. Conduct various HR functions that involves the clinical supervisors

. Supervise and delegate tasks to 7 part-time employees and work study

students to enhance the efficiency of the office

. Update 3rd party vendor information with through use of PeopleSoft

software

Long Island University Brooklyn, NY

9/09 - 3/14

Student Financial Service Representative,

. Updated and processed Students information on their account with

PeopleSoft software with most accurate information

. Educated & Assisted parents & students with filing federal and state

financial aid application electronically.

. Processed all incoming student financial payments and document through

PeopleSoft software

. Simplified and organized accurate and complete files and filing system

. Organized, Processed & distributed all incoming and outgoing mail.

. Processed departmental deposits throughout the University through

PeopleSoft

. Delegated & supervised tasks to Work Study students

. Educated & satisfied all incoming calls regarding questions about

federal and state financial aid

. Volunteered & Assisted with special projects when needed.

Sprint by Ritz Wireless, New York, NY 9/09 - 6/11

Assistant Store Manager,

. Activated and programed cellular phones on CDMA network for Sprint's

Nationwide Network.

. Activate Devices in ISC portal

. Instructed customers on how to operate new devices through the ready

now program.

. Processed sales credits and debits in the following tenders: cash,

traveler checks, credit cards and debit cards

. Covered stock and sales floor duties; set up displays

. Assisted in training new hires on customer services and

activating/deactivating new devices

. Delegate task to sales associates to maintain up keep of the store

. Shut down wireless standard system after store has been closed.

Mercedes Benz, Paramus NJ 9/08 -

09/09

Service & Transportation Manager,

. Communicate with service customers to determine the nature of

mechanical problems

. Coach & develop all valets, detail department to achieve daily,

weekly, monthly, and yearly goals & quotas

. Maintain daily logs of repair orders written, status as well as

carryovers

. Enforced dealership standards by providing "Legendary Customer

Service"

. Market company's advertisement, sales promotions & vehicle features

. Identify any opportunities for customer growth & implement new

procedures

. Provide safe, sanitary & positive work environment for employees &

customers

. Assist Service manager if necessary

. Handle all customer complaints & misunderstandings and provide

positive solutions

Esprit Retail, New York, NY 8/06 -

9/08

Men's Wear Department Manager

. Served as 3rd best seller in the SoHo location as well as 4th best

seller in the entire company.

. Supervised & motivated four sale associates in Men's Wear Department.

. Supervised sale floor set up for new merchandise.

. Assessed market trends merchandising for the New York Branch Corporate

Office.

. Trained new hires with productive sales floor technique.

Education and Training

Long Island University Brooklyn, NY

Successfully Completed the Master of Science Program in Human Resources

01/11- 12/13

Successfully Completed the Baccalaureate Degree program in Business

01/06-12/10

Administration (management) and Marketing

Training: Completed numerous courses and seminars in customer service,

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

leadership, and performance assessment.

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