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Customer Service Manager

Location:
San Francisco, CA
Posted:
April 08, 2016

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Resume:

Daniel Adams Lanier

**** ******* ** **, *** A

Decatur, AL 35601

256-***-****

linkedin.com/in/daniel-lanier-1427b142

-CUSTOMER SERVICE EXPERT -MANAGEMENT PROFESSONAL

OBJECTIVE

I am a technically inclined Management professional who also excels at customer service. I believe that there is always a way to make a good business decision while also pleasing the customer. Hard work and kindness can solve most all customer service related concerns. I would like to establish myself with a company where my experience can be a benefit and allow expansion for my skills and the company’s growth.

PROFESSIONAL OVERVIEW

I have had the opportunity to experience several different areas of customer service. From both an hourly and salary perspective and have become proficient in several different areas that could benefit in several types of venues and situations.

WORK HISTORY

SHIFT MANAGER, KRYSTALS, HUNTSVILLE AL

As a shift manager I was responsible for the store over all operations. Open and close, money handling. Team building and customer service training. Preform paper work audit regularly to ensure accuracy. Provide feedback and suggestions on operation functions to improve process as needed. Run Shift and ensure customer’s received hot quality food that was prepared safely in a timely fashion.

September 2015 – March 2016

CUSTOMER SERVICE REPRESENTATIVE, 24-7 INTOUCH, HUNTSVILLE AL

Provide customer service in the form of email responses, phone interactions, and real time chat. Place customers' orders manually as needed and correct prior order issues. Correcting payment discrepancies. Educating the customer in regard to policies and process and ensuring the highest level of customer service satisfaction is achieved. Analyzing customer situations to determine the appropriate escalation path as needed.

September 2014 - July 2015

SHIFT MANAGER, AMF BOWLMORE, HUNTSVILE AL

Manage employees, food cost, and other center operations. Cash handling, reconciliation, deposits, and all related paper work. Also this was a customer facing position so in addition to the administrative responsibilities I needed to be aware of and attend to customers' direct needs and concerns while on shift

January 2012 - August 2014

PRODUCTION TEAM MANAGER, WEST, HUNTSVILLE AL

After spending 11 months as a CSR for Cingular/AT&T Wireless I was promoted. I Then managed a team of up to 30 call center CSRs. I Lead them in achieving call center goals such as Quality assurance and average handle time among many others. I was responsible for handling escalated customer concerns. AT&T New hire Trainer fill in, 7 week training courses were standard.

September 2006 - October 2009

EDUCATION

Edison Job Corps Academy - Edison, NJ

July 2011 to November 2011

Computer Tech certifications with an emphasis on Microsoft Windows 7.

REFERENCES

References available upon request



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