Delois Franklin Whitaker

Professional Profile

Seasoned Customer Service Manager with 20+ years of progressive experience in implementing innovative solutions to complex operating problems in the customer service industry. Highly effective in developing teams, motivating employees to perform at exceptional levels and building and retaining client relationships.

Skill Highlights

Client relations specialist

Conflict resolution techniques

Marketing savvy

Team management

Meticulous attention to detail

Focused on customer satisfaction

Recruitment training and development

Account Development

Advanced computer skills

Career Accomplishmets

*In 2015 was presented with Guest Service Manager of the year award.

*In 2014 was presented with both MacArthur Center leader of the quarter and year award. Professional Experience

Guest Services Director

June 2009 to Current

MacArthur Center Norfolk, VA

Played critical role in marketed sales and gift incentitives with purchases for Ticketmaster and AMEX gift card transactions.

Served as an ambassador to multi-cultural guests, providing management knowledge of all relevant events and sales in the service area.

Exceeded guests expectations by being knowledgeable on multi-platforms. Strong performer consistently meeting or exceeding marketing objectives increasing sales by 125% in 2009 and 218% in 2010.

Supervised and managed 5 on-site employees 5+ years, providing superior leadership and management expertise

Identified key growth opportunities for the business through provided multi-site chat boards for success stories. Liaised with various vendors to support and implement growth strategies supporting guest services. Monitored the daily activities of 5 customer support personnel throughout MacArthur location. Answered inbound calls from inquiring customers, using multi-line phone system. Processed reporting data into Centrix programming daily, keeping track of various clientèle and customer transactions.

Facilitated the quarterly merchant visits to address all merchant concerns or requests. Maintained weekly, quarterly and annual invoices per transaction to ensure consistency and compliance in fiscal budgeting.

Developed on-line customer satisfaction survey to monitor guest satisfaction, increasing respones by 115% in 2010.

12726 Daybreak Cir, Newport News VA 23602

Cell: 757-***-**** - acrgkr@r.postjobfree.com

Customer Service Support Rep

August 2002 to January 2009

APAC/UPS Newport News, VA

Collected customer feedback and made process changes to exceed customer satisfaction goals. Provided accurate and appropriate information in response to customer inquiries regarding shipment and tracking request.

Demonstrated mastery of customer service call script within specified timeframes for both orders and conflict resolutions.

Maintained up-to-date records at all times to include e-receipts, process tickets, invoices and archived order request.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Built customer loyalty by placing follow-up calls for customers who reported order delays or other problems. Achieved company's satisfaction by maintaining 31% retention rate. Tier III Customer/Employee Support Liaison

September 1996 to October 2002

Daily Press Newport News, VA

Verified that information in the computer system was up-to-date and accurate for clients, employee personnel and team leads.

Eliminated outdated records by sending the records to document support to be archived. Created monthly reports for records, closed terminated records and completed chart audits on multiple excel spreadsheets.

Organized billing and invoice data and prepared accounts receivable and expected revenue reports for inbound orders.

Updated departmental standard operating procedures and database to accurately reflect the current practices. Verified and logged in deadlines for responding to daily inquiries. Processed confidential payroll information.

Identified and resolved system and account issues for onsite employees. Developed and created a more effective filing system to accelerate paperwork processing using excel. Created executive analysis reports highlighting business issues, potential risks and profit opportunities. Assisted customer service with inbound and outbound calls regarding all HR inquiries. Education

High School Diploma : Core subjects, 1974

Rantoul Township High Rantoul, IL, US

Course completion certificate : Customer Service Management Tidewater Community college Portsmouth, VA, US

Customer Service Manager Certificate (CSMC)

Completed customer service management training

Strategy thinking 101 (2012)

Certifications

Microsoft office (Access, Word, Excel, Project)

Windows 2000 ( Memoranda, formal reports)

Centrix data processing

Disneys approach to Customer Service Excellence 2013 Disneys approach to Leader Excellence 2013

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