Customer Service Manager
Resume:
GLORIA J. SHINES-MACK
CHARLOTTE, NC 28213
OBJECTIVE:
Seeking a challenging/rewarding position that utilizes previous work experience.
SUMMARY OF QUALIFICATIONS:
Challenging opportunity in sales position in team oriented environment
More than 20 years of professional experience in customer service/supervisor
Trained & experienced
Excellent trouble shooting & problem solving skills
Ability to grasp need’s in distinct area of responsibility
Exceptional interpersonal skills, including ability to effectively interact with all levels of clientele and staff
Team oriented management philosophy, with emphasis on boosting employee productivity demonstrate ability to work well under pressure, promptly and effective handling multiple tasks simultaneously
Able to meet deadlines
PROFESSIONAL EXPERIENCE:
Retired Present
Customer Service Specialist
FedEx Office June 2006 – December 2015
Production Mgr
Kinko’s Charlotte, NC February 2003 - 2006
Accountable for monitoring jobs and make sure jobs are done right and are on time Assistant Manager
Kinko’s, Charlotte, NC November 2000 – 2003
Performs a leadership role for the branch, accountable, along with branch manager, for all aspects of branch operations in order to ensure customer service, co-worker satisfaction. Create positive work environment
Meet budgets
Coordinate marketing & merchandising activities to increase market share. Manage the day-to-day operation of the branch.
Maintain product and service quality.
Supervise and promote the retention of branch co-workers. Consult with branch manager for hiring
Supervise, train, and develop co-workers in order to build a productive team. Customer Service Agent
US Airways, Charlotte, NC May 1998 – July 2000
Ticket Counter Sales
Reservations Assistance – Domestic& International Flights Customer Service Manager
Bank of America, Charlotte, NC August 1995 – May 1998 Managed a staff of 10 employees – scheduled work hours, conducted departmental meetings, and distributed workloads, trained staff on operational procedures. Performed performance reviews, interviewed and selected new hires and demonstrated leadership to develop enthusiasm needed in a retail sales culture. Opened and maintained customer accounts – IRA’, Certificates of Deposits, Checking and Savings accounts, in addition to loan applications. Customer Service Manager
Hills Bank & Trust, Iowa City, IA June 1991 – July 1995 Customer Service Manager
Supervised 18 tellers, increased product knowledge & cross selling skills of tellers. Evaluated and conducted performance reviews.
Monitored security procedures & teller cash supplies. Trained tellers on operational procedures and currency transactions. Teller
Houston Federal Credit Union, Houston, TX August 1989 – May1991 Paying & Receiving Teller
Teller
NCNB, Durham, NC August 1983 – May 1989
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