Customer Service Manager

Professional Summary

Skills

Work History

AMANDA PIPPEN

**** ***** **** ****, **************, VA 22406 • Cell: 571-***-**** • *********@*****.*** HR executive adept at building consensus amongst staff and creating an involved workforce. Fosters an environment of teamwork and continued growth and development across all functions. Excellent time management skills

Exceptional interpersonal communication

Effective problem solver

Adherence to high customer service standards

Effective workflow management

Audit preparation and reporting

Recruitment/staffing

Benefits administration

Interviewing

Employee coaching

Performance management systems

Payroll administrator

Human Resources Manager, 07/2014 to Current

Target – Gainesville, VA

Led a comprehensive safety training for 240 staff members. Resolved employment-related disputes through proactive communication. Organized and led a staff orientation and training to promote collaboration. Administered compensation, benefits and performance management systems and safety and recreation programs.

Analyzed and modified compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.

Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employee relations.

Handled understaffing, disputes, terminating employees and administering disciplinary procedures. Represented organization at personnel-related hearings and investigations. Salesfloor Manager, 07/2004 to 07/2014

Target – Manassas, VA

Interviewed job candidates and made staffing decisions. Managed staff of 50 sales associates, 6 team leaders and 2 assistant managers. Assigned employees to specific duties to best meet the needs of the store. Instructed staff on appropriately handling difficult and complicated sales. Hired, trained and evaluated personnel in sales and marketing. Examined merchandise to verify that it was correctly priced and displayed. Planned budgets and authorized payments and merchandise returns. Increased profits through effective sales training and troubleshooting profit loss areas. Scheduled and led weekly store meetings for all employees. Reported to the district manager regarding all store and staff issues. Established operational objectives and work plans and delegated assignments to subordinate managers. Answered customer questions regarding store merchandise, department information and pricing. Organized store merchandise racks by size, style and color. Led merchandise selection, pricing, planning and marketing. Monitored and analyzed sales records and consumer purchasing trends. Established strong vendor relationships to maintain and support the business. Salesfloor Manager/Guest Experience Manager, 08/1998 to 07/2004 Target – Fredericksburg, VA

Answered customer questions regarding store merchandise, department information and pricing. Organized store merchandise racks by size, style and color. Devised and published metrics to measure the organization's success in delivering world class customer service. Education

Met all customer call guidelines including service levels, handle time and productivity. Solved unresolved customer issues.

Facilitated inter-departmental communication to effectively provide customer support. Investigated and resolved customer inquiries and complaints in an empathetic manner. Scheduled staff shifts to cover peaks and lulls in customer inquiries. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Trained staff on operating procedures and company services. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. Bachelor of Arts: Business Management, 2013

University of Phoenix - Manassas, VA

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