Customer Service Manager

Laurine Wade

**** *********** **** **, *********, VA 23063

Email: ***********@*****.***

Cell: 804-***-****

PROFILE:

Motivated, results-driven self-starter with progressive leadership, customer service and security experience

EDUCATION:

Graduate of Accounting Certificate from J. Sargeant Reynolds Community College, Richmond Virginia.

SUMMARY OF QUALIFICATIONS

oAbility to work in fast pace environment

oExcellent listening and interpreting skills

oExcellent communication and organizational skills

oSkilled in setting priorities and meeting deadlines

oWorks well independently

oSupportive team player able to handle situations with diplomacy

WORK EXPERIENCE

November 2012 to Present – Lasership Richmond, VA

Customer Service Representative

Resolve customer issues over the telephone and email, including shipping inquiries, customer complaints, and order status questions

Accurately enter order information, including updating of customer accounts, telephone and contact numbers

Use provided training materials and job tools to quickly and accurately resolve customer issues

Work with internal departments to meet customer’s needs

Work with customers to resolve product returns, shipping inquiries and order status questions

May 2006 to September 2011 – Wackenhut Corporation Richmond, VA

Customer Protective Officer

Provide security to ensure safe employee environment on Phillip Morris property as well as off site areas of assignment

Enforce company policies and procedures while signing in visitors at entry gates and front lobby

Communicate with company employees to advise them of incoming clients, appointments, and deliveries

Check/verify badges and client appointments while providing an excellent customer experience

Assist law enforcement and other agencies in the serving of legal documents

October 2007 to October 2011 – Chick-fil-A Richmond, VA

Cashier and Dining Room Hostess

Greet guests and take all food and beverage orders

Inspect dining and serving areas to ensure cleanliness and proper setup

Work to ensure customer delight with all interactions and promptly address any customer concerns

Perform serving, cleaning, and stocking duties in the dining area to ensure customer friendly atmosphere

Proactively assist customers with any dining needs

Suggestive Sales – recommend new products to guests as a way of promoting the Chick-fil-A menu and brand

January 2002 to March 2006 – Deep Meadow Correctional Center Richmond, VA

Correctional Officer

Responsible for supervision of inmates

Supervised inmates custody, control, discipline and work performance

Maintained security at gates, entrances, and checking visitors for contraband

April 1999 to August 2001 – Heilig-Meyers Furniture Richmond, VA

Payroll Processor

Responsible for the analysis, research and resolution of varied payroll problems

Facilitated all payroll responsibilities for over 100 company locations

Audited timekeeping records for compliance with established standards

Maintained time and attendance records, computed wage and overtime payments

Reconciled payroll accounts as well as respond to wage verifications

January 1997 to March 1999 – Wal-Mart Richmond, VA

Claims Manager

Responsible for handling merchandise control, customer returns, recalls, and repairs

Acted as a liaison between the store and vendors

Promptly addressed and rectified problems with claims related issues

Performed monthly journal balancing. Cross trained as a cashier

August 1994 to January 1997 – Seven Eleven Corporation Richmond, VA

Assistant Manager

Performed a variety of customer service duties to ensure that all customers needs were met

Responsible for the overall operations of the store

Ensured new employees were properly trained

Managed cash reconciliation, bank deposits as well as kept inventory for the entire store

Maintained store files and updated data

Reconciled the balance sheet accounts to the general ledger to meet month end deadlines

TECHNICAL SKILLS

oProficient on IBM Micros-NCR

oADP and Lawson Payroll Systems

oSwitchboard Rolm-PBX Console

oMicrosoft Word

oVerifone Credit Card Systems

oWindows NT

oLenel Network

CERTIFICATIONS

oDCJS License

oCPR

oFirearms Endorsement

oFirst Aid

References furnished by request

Contact this candidate