Customer Service Manager

SUMMARY

HIGHLIGHTS

ACCOMPLISHMENTS

EXPERIENCE

BERENIZE Y RODRIGUEZ

**** ******** **** ** #****, HOUSTON, TEXAS 77077 H: 281-***-**** C: 346-***-**** *******@*****.***

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. High customer service standards

Strong problem solving ability

Negotiation competency

Troubleshooting skills

Training manual contributor

Proficient in customer account software

Customer Relationship Management

software (CRM)

Adept in automated attendant systems

Exceeded corporate target for customer satisfaction for more than 12 months in a row. Completed basic Bill Print Training in a matter of weeks. Assisted new hires with training.

03/2014 CSR

SWWC SUGARLAND, TEXAS

Made reasonable procedure exceptions to accommodate unusual customer requests.Addressed customer service inquiries in a timely and accurate fashion.Ran reports and supplied data to fulfill customer report requirements.Built customer loyalty by placing follow-up calls for customers who reported product issues.Trained staff on how to improve customer interactions.Properly directed inbound calls in phone queues to improve call flow. Help with training of new hires, assisted with Bill print. CSR

Burnett Satffing Houston, TX

07/2013 to 03/2014 CSR

ENOW Houston, TX

Collected customer feedback and made process changes to exceed customer satisfaction goals.Demonstrated mastery of customer service call script within specified timeframes.Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times.Developed effective relationships with all call center departments through clear communication.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Built customer loyalty by placing follow-up calls for customers who reported product issues.Formulated and enforced Service Center policies, procedures and quality assurance measures. 04/2012 to 10/2012 CSR

Burnett Staffing Houston, TX

Collected customer feedback and made process changes to exceed customer satisfaction goals.Made reasonable procedure exceptions to accommodate unusual customer requests.Provided accurate and appropriate information in response to customer inquiries.Demonstrated mastery of customer service call script within specified time frames.Maintained up-to-date records at all times.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. this was a temp position and it only lasted 6 months with Amigo/Tara Energy. 10/2010 to 02/2012 CSR

Teleperformance USA Ogden, UT

Worked for AT&A for over 18 months in special projects and the Corporate stores, Provided accurate and appropriate information in response to customer inquiries.Addressed customer service inquiries in a timely and accurate fashion.Developed effective relationships with all call center departments through clear communication.Ran reports and supplied data to fulfill customer report requirements.Built customer loyalty by placing follow-up calls for customers EDUCATION

who reported product issues.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

07/2008 to 08/2011 Assistant Manager

Wendy's Clearfield, UT

Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency.Scheduled and directed staff in daily work assignments to maximize productivity.Efficiently resolved problems or concerns to the satisfaction of all involved parties.Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures and quality control guidelines.Ensured proper cleanliness was maintained in all areas of the bar and front of house.Optimized profits by controlling food, beverage and labor costs on a daily basis.Carefully prepared weekly payroll to keep up with projected revenue for the week.Managed accounts payable, accounts receivable and payroll.Counseled and disciplined staff when necessary.

03/2003 to 05/2008 General Manager

Rumbi's Island Grill Layton, UT

I was hired as an assistant manager but became the General manager within a few months of working in the restaurant, Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency.Scheduled and directed staff in daily work assignments to maximize productivity.Efficiently resolved problems or concerns to the satisfaction of all involved parties.Minimized loss and misuse of equipment through proper restaurant supervision and staff training.Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.Ensured proper cleanliness was maintained in all areas of the bar and front of house.Optimized profits by controlling food, beverage and labor costs on a daily basis.Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.Built sales forecasts and schedules to reflected desired productivity targets.Carefully prepared weekly payroll to keep up with projected revenue for the week.Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.Counseled and disciplined staff when necessary.Worked closely with the chef and cooks to determine menu plans for special events or occasions.Developed and maintained a staff that provided hospitable, professional service while adhering to policies and business initiatives. 1994 GED

LICHS New York City, NY, US

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