Customer Service manager

James A Elder

*** ******** *** **, ******, GA ***21

404-***-**** (Cell)

706-***-**** (Cell)

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

Summary

I have 10 years of experience, including as a District Manager/Customer Service Manager and in Customer Service/Store Management in industries including Printing, Publishing, and Allied Industries and Miscellaneous Retail. Most recently, I have been working as a District Manager/Customer Service Manager at a Newspaper from October 2010 to November 2015. My skills and experiences include: Budgeting, Electronics, Executive Management, Inventory Management, Microsoft Mail, Payroll Processing, Policy Analysis, Pricing, Reconciling, Recruiting, Shipping, Staff Training, Staffing, etc. I am studying towards a Bachelor of Business Administration (BBA) degree in Business administration from Dalton State College.

Experience

District Manager/Customer Service Manager

Oct 2010 - Nov 2015

Newspaper, Dalton, GA

Supervised office staff.

Trained employees on work procedures.

Recruited, interviewed, and hired employees.

Explained work procedures and company policies to staff.

Ensured policies and procedures were followed.

Maintained office records.

Provided status updates of office activities to senior management.

Prepared reports.

Scheduled appointments.

Distributed incoming mail.

Received and prioritized telephone calls.

Resolved customer complaints.

Arranged for necessary maintenance and repaired work.

Computed figures such as balances, totals, and commissions.

Coordinated activities with other supervisory personnel and with other work units and departments.

Coordinated and performed activities associated with shipping, receiving, distribution, and transportation.

Designed, implemented, and evaluated staff training and development programs, customer service initiatives, and performance measurement criteria.

Discussed job performance problems with employees to identify causes and issues and to work on resolving problems.

Evaluated employees' job performance and conformance to regulations and recommended appropriate personnel action.

Implemented corporate and departmental policies, procedures, and service standards in conjunction with management.

Interpreted and communicated work procedures and company policies to staff.

Made recommendations to management concerning such issues as staffing decisions and procedural changes.

Maintained records pertaining to inventory, personnel, orders, supplies, and machine maintenance.

Monitored inventory levels and requisition and purchased supplies as needed.

Participated in the work of subordinates to facilitate productivity and to overcome difficult aspects of work.

Planned for and coordinated office services, such as equipment and supply acquisition and organization, disposal of assets, relocation, parking, maintenance, and security services.

Planned layouts of stockrooms, warehouses, and other storage areas, considering turnover, size, weight, and related factors pertaining to items stored.

Prepared and issue work schedules, deadlines, and duty assignments for office and administrative staff.

Provided employees with guidance in handling difficult and complex problems and in resolving escalated complaints and disputes.

Recruited, interview, and selected employees.

Researched, compile, and prepared reports, manuals, correspondence, and other information required by management and governmental agencies.

Resolved customer complaints and answer customers' questions regarding policies and procedures.

Reviewed records and reports pertaining to activities such as production, payroll, and shipping to verified details, monitored work activities, and evaluated performance.

Supervised the work of office, administrative, and customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors and problems.

Trained and instructed employees in job duties and company policies and arranged for training to be provided.

Customer Service/Store Management

Jan 2006 - Jun 2009

Retail, Dalton, GA

Used software tools including Microsoft word, excel, outlook.

Directed workers in a retail setting.

Led a successful sales team.

Sold electronics.

Managed a store.

Purchased merchandise from vendors.

Performed accounting duties.

Performed personnel duties such as recruitment, training, evaluation, job termination.

Greeted and assisted customers.

Responded to customer questions and complaints.

Directed workers in sales, customer service.

Reordered stock.

Formulated pricing policies for merchandise, according to profitability requirements.

Inventoried stock and reorder when inventory drops to a specified level.

Kept records of purchases, sales, and requisitions.

Monitored sales activities to ensure that customers receive satisfactory service and quality goods.

Performed work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise.

Planned and coordinated advertising campaigns and sales promotions, and prepared merchandise displays and advertising copy.

Planned and prepared work schedules and kept records of employees' work schedules and time cards.

Planned budgets and authorized payments and merchandise returns.

Provided customer service by greeting and assisting customers, and responding to customer inquiries and complaints.

Reviewed inventory and sales records to prepared reports for management and budget departments.

Assignned employees to specific duties.

Conferred with company officials to developed methods and procedures to increase sales, expand markets, and promoted business.

Directed and supervised employees engaged in sales, inventorytaking, reconciling cash receipts, and in performing services for customers.

Established credit policies and operating procedures.

Estimated consumer demand and determine the types and amounts of goods to be sold.

Examined merchandise to ensure that it is correctly priced and displayed and that it functions as advertised.

Examined products purchased for resale and received for storage to assessed the condition of each product and item.

Knowledge sets include assisting customers.

Skills

Accountancy, Administration, Advertising, Advertising Copywriting, Budgeting, Credit, Customer Service, Electronics, Executive Management, Inventory Management, Languages, Microsoft Excel, Microsoft Mail, Microsoft Office, Microsoft Outlook, Microsoft Word, Organizational Skills, Payroll Processing, Personnel, Policy Analysis, Pricing, Quality, Receiving, Reconciling, Recruiting, Retail, Sales, Shipping, Staff Training, Staffing, Supervisory Skills, Telephone Skills, Transportation

Licenses

Georgia, Regular

Education

Dalton state college

Bachelor of Business Administration (BBA)

Business administration

Honors

Graduated high school with honors, served as president of the College Republican's for 2 semesters at Dalton State College and sat on the President's Council for those 2 semesters also. I volunteered on multiple Congressional campaigns and one Gubernatorial campaign.

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