Customer Service Manager

Elaine Gallosky

***** *. **** ***

Buckeye, AZ. *5326

T: 860-***-****

E: ******@********.***

EG

Objective Customer service management role in fast paced environment, where managing, leading and assuming responsibilities of all customer care activities and services, will ensure that the organization has broad based, satisfied clientele. Summary Dedicated customer service manager with 18+ years of experience in HVAC and property management settings. Consistently achieve record high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Guaranteed customer satisfaction by ensuring top notch customer services. Overseen customer service teams, requiring faultless performance, handled complaints, communicated with customers for feedback and suggestions, and advised them on product usage. Ability to motivate and train others. Excellent problem solving skills. Organized, combined with multi tasking ability. Experience Customer Service Manager, Comfort Zone Heating & Air Conditioning Granby, Connecticut 1997 2015

Assisted and advised customers regarding usage and benefits of organization’s products and/or services. Communicated with customers to receive their valuable feedbacks and suggestions for improvement in firm’s products/services. Provided customers with on the spot solutions and, when necessary, refunds when dissatisfied with firm’s services. Documented and maintained reports related to discussions and feedback provided by customer and presented reports to appropriate department to enable further improvement in products/services. Oversaw daily activities and supervised a team of Customer Service Representatives who provided product support to company’s customers. Solved all major customer problems/queries that subordinates were not able to solve earlier. Trained and supervised customer service professionals to ensure optimum satisfaction of clients. Managed a team of Client Services Associates that focused on meeting customer service efficiency and quality standards. Led the process of hiring Customer Service Representatives.

Accomplishments

● Assisted the department involved and top level management in resolving severe issues which may have been produced due to firm’s services or products.

● Exceeded targeted results in customer retention, client expectations, sales and support service as well as other customer service goals.

Property Manager, Gilbert Clock Shop Apartments

Winsted, Connecticut 1993 1997

Manage team of five engaged in property management operations for residential complex, directly responsible for the company’s business operations totaling 73 apartment units, advertising and marketing. Liaising with both tenants and landlord, responsible for move in/out reports, apartment inspections, collecting references for potential tenants, credit check, ensured that site operations were in compliance with established company policies and procedures, appointed contractors and monitored their work through completion, ensured that property was properly maintained, resolved reported maintenance issues, rental collection, past due notices and evictions, monitored and enforced the terms of all lease agreements, controlled expenditure costs, hiring, training and supervising staff, maintained and secured premise, history of excellence in interpersonal communication, relationship development, and establishing rapport. Accomplishments

● Revitalized complex from the “red” to the “black” in four months, having enough revenue to cover operating expenses

● Reduced unnecessary spending

● Exceeded annual occupancy objective

● Improved tenant/ landlord relations

Education Southern Ct State University, New Haven, Ct. 1978 1980 AA Business Management

Skills ● Leadership, Coaching and Mentoring – Ability to motivate and train others

● Sales, Selling to customer needs, Negotiator, Active listener, Excellent problem solving skills, Motivation for sales & meeting sales goals, Prospecting skills, Closing skills

● Organized, combined with multi tasking ability

● Professional.

References Available upon request

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