Customer Service Manager
Resume:
Belkis Ermis
********@*****.***
Marketing/Customer Service Manager with 10 years of excellent supervisory, instructional and customer relations experience; will positively interact with customers to uncover their needs and recognize selling opportunities, will direct appropriate resources for their needs and maximize profits by demonstrating exceptional customer service and effective sales techniques, with desire to grow within the company as its’ position advances.
Work Experience
Between 1993 and 2016, Marketing Manager/Customer Service Manager, BJ’s Wholesale Club, Woodbridge, VA.
Summary of positions:
Cashier
Membership/Customer Service team member
Computer Room supervisor
Front Line Supervisor
Marketing Manager
Responsibilities as Marketing/Customer Service Manager:
oImplemented sales techniques to achieve pre-established sales objectives, including monthly marketing calendars, media advertising, specialty sales and in store-signage etc.
oResearched competition’s marketing strategies
oDirected all membership/customer service transactions for 25,000 members
oAddressed complaints and resolved problems
oHired and trained and mentored teams
oAppraised team members performance, made recommendations of wage increases, promotions, etc.
oRewarded and disciplined associates
oMaintained daily sales recaps
oMonitored inventory level of supplies
oMonitored expenses
oEnsured compliance with Federal and State tax exempt requirements
oEnsured compliance with Company Standard Operating Procedures and policies
oDirected and monitored community outreach budget and activities
Accomplishments as Marketing/Customer Service Manager:
oAlways achieved and exceeded company sales objectives
oConverted 50% of walk in prospects into paid members
oBuilt a loyal customer base by increasing membership renewals
oRenewal rate for the first year members reached to 47%
oMembership renewal rate for the second year and after reached to 85%
oGold members penetration within total memberships reached to 18%
oRenewal rate for Gold Members reached to 80%
oCo-Brand credit card ownership penetration within total memberships reached to 23%
Education
Bachelor of Science in Economics
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