Customer Service Management

Linda D. Miller

**** ******* **** *******, ******** 23663

Home: 757-***-**** Cell 757-***-**** • E-mail: **********@*****.***

Career Objective:

Seeking to obtain a rewarding position within a growing organization to further enhance my career goals and objectives serving in a Employee or Customer Relations role and responsibility to better utilize my leadership and communication skills.

Education:

Thomas Nelson Community College May 2007

Associate Applied Science, Human Services/Public Administration Degree

Professional Work Experience:

06/2001 – Present

Target, Inc. Hampton, VA 10/2005 – Present

Guest Service Team Leader

Supervise, coach, and train cashiers, guest service team members, and cart attendants.

Evaluate performance, write and conduct reviews. Recommend and administer counseling and corrective action.

Provides technical and employee relations support, and constructive feedback to ensure that opportunities are maximized.

Collaborate and assist management with the selection and hiring process to ensure ideal candidates are identified for employment opportunities.

Implemented various incentives and training programs to ensure goals are met.

Assistance to team and new hires with orientation, training, counseling, coaching, and on-the-job support.

Responsible for ensuring great service to all employees and customers by interacting with guests and team members to assist, direct, guide or inform of services or important matters.

Resolving guest questions, problems and complaints in a fast, fun, and friendly courteous manner.

Provide coaching and counseling to team members to resolve performance issues.

Drive culture that supports “Target Brand” of fast, fun and friendly service.

Manage and supervise leadership during the hours of operation responsible for the opening and closing procedures.

Cash Office Specialist, Alexandria, VA 03/2002 – 09/2005

Accurately counting the day’s cash and checks

Balance and tabulate pervious day revenue

Preparing starting banks in bulk for registers; and issuing cash advances

Prepare bank deposits on time

Order money and change from bank

Keeping track of all money advanced to cash registers, service desk and change fund

Verify the amount of money in safe, and resolve any discrepancies

Prepare and send Cash Office paperwork, and report to Central sales Audit

Human Resource Assistant Alexandria, VA 06/2001 – 12/2001

Conducted orientation for new team members

Assisted with preparing schedule for entire store

Followed company procedure for issuing team members their paychecks

Answer team member questions concerning work schedule, missing punches, and track team member attendance

Partnered with Executive staff to ensure that new team members are paired with peers and supervisors

05/1992 – 06/1995

Newport News, Hampton, VA

Customer Service Supervisor

Solve customer complaints and problems in call center environment

Adjust and maintain accounts

Oversee mail-in orders and payments

Ensure catalog accuracy

Evaluate and write performance reviews

Administrator corrective actions and give constructive feedback

Additional Skills/Training:

Management Training, Coaching and Counseling

Project Management, Public & Client Relations

Facilitation, Interviewing, Training and Documentation

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