Customer Service Manager
Resume:
Christina M. Clark
Plant City, FL 33567
chclark213622@.gmail.com
EDUCATION
University of Central Florida
Bachelor of Arts studies in English
Valencia Community College
Associate of Arts Degree
PROFESSIONAL EXPERIENCE
Technology Transfer Services, Tampa, FL – July 2013-Present
Executive Assistant to Vice President of Learning Technology and CLO. Under the direct supervision of the Vice President, I provide multifaceted administrative support for the Vice President and department. Responsibilities include screening calls, managing calendars, sending faxes, drafting email responses or replying by phone as requested, making travel, meeting and event arrangements, filing and maintaining expense reports and purchase requests, and maintaining customer relations with a diverse group of important external callers and visitors as well as internal contacts at all levels of the organization. I also prepare business correspondence and sort and distribute mail. Special projects include module writing, desktop publishing, typing and designing general correspondence such as memos, charts, tables, graphs, and reports, as well as planning and coordinating presentations, proofreading text copy for grammar, spelling and layout; making appropriate changes. Strong proficiency demonstrated in Microsoft Office, including Word, Excel, PowerPoint and internet research. I am also experienced in software programs such as Salesforce, GoTo Meeting conference calls, and AmTrav.
Lifetouch Portrait Studio, Valdosta, GA, Tampa, FL - Aug 2001 – October 2013
Studio Manager/Area Guest Service Trainer for Lifetouch Digital Portrait Studio at JCPenny. My Role as manager is to deliver studio sales growth by providing quality photographic products and services that promote repeat business and referrals, while meeting company and host store expectations and standards. Responsible for leading the studio team through motivated training, positive feedback and coaching. I am also responsible for Inventory Management, Expense Control, Operations, Staffing and Labor Management using the Kronos system. In addition, I am responsible for growing sits, using Timetrade to make and confirm appointments, verify guest information and use our no-show rate report for schedule planning. Daily use of Excel is utilized to make weekly schedules and control labor. My Studio consistently reaches Weekly Sales Goals and has continued to score highest ratings for customer service surveys in our District. I am the recipient of the guest service award for highest satisfaction scores in the company for three consecutive years. My Area Guest Service Trainer responsibilities include coaching studio managers and team members, personally handling guest complaints, and publishing an article in the monthly newsletter regarding common guest service issues.
Piercing Pagoda Inc., Greenville SC Oct 1998 – Mar 2001
Area Manager for five Jewelry Stores with major emphasis on personalized, one-on-one customer service. Duties included daily jewelry counts, ear piercing, merchandising, shipping and receiving, and general accounting. Responsible for recruiting and training staff according to corporate training program, which required comprehensive knowledge of product and inventory. Only district in region to consistently receive President’s Plan award for achieving 20% increase over previous year’s sales
Omni Rosen Hotel, Orlando, FL Sept 1997 -Oct 1998
Secretary – Sales Department. Responsible for guest relations, typing, filing, and managing fifteen-line Meridian Phone system. Maintained month end reports, which included sales productivity and comment card results on Excel. Created memos, sales contracts, credit accounts, and special event itineraries. Directed Convention Service Managers to client sites and coordinated schedules.
Cypress Pointe Resort, Lake Buena Vista, FL - July 1995 – Sept 1997
Income Audit Manager for Gold Crown rated vacation ownership resort. Responsible for verifying and reconciling audit packets, assigning direct bill folios to proper accounting codes and correcting out of balance charges. Maintained accurate billing and made adjustments for owner, guest, and marketing accounts.
Relief Audit/Relief Supervisor – Responsible for balancing daily receipts to Excel spreadsheet. Prepared status reports for General Manager. Handled guest concerns including registration, checkout, room changes, reservations, and payments. Assisted Front Office Operations Manager in hiring, training, and designing incentive programs for staff.
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