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Customer Service Manager

Location:
Colorado Springs, Colorado, 80905, United States
Posted:
October 14, 2016

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Angela Peters

**** ******** ***.

Colorado Springs, CO. 80905

309-***-****

acw2bc@r.postjobfree.com

Career Objective:

To continue my career with an organization that will utilize my management, supervision and administrative skills to benefit mutual growth and success.

Work Experience:

Satin’s Northpark Glass

Location: Davenport, IA

Position: Manager

October, 2000 to September 2016

Located in the Davenport, IA. I managed the office work at that location and I oversee the business of both that office and the office in Moline, IL (Moline Glass Co). I also worked with the Rock Island, IL office (Glass Service Center).

For all 3 locations I:

•Maintained time and attendance to include; insuring there is adequate coverage of the facility and its workload, authorize and approve leave requests, process timecards and resolve any time and attendance errors or problems.

•Coordinate community relations and events. Work with the local media to advertise for the business and get media exposure. I worked as a local business sponsor with the local radio station at their annual charity event in representation of all 3 glass stores.

•Wrote Policies and Procedures for the 3 stores to insure that all stores were following the same set of guidelines set forth by laws and regulations as well as the business practices the company wanted to represent.

•Handled customer complaints from my location as well as the complaints that were elevated from the Moline location as well.

•Handled employee complaints from each location in all regards. I handled the complaints at store level and made any necessary changes. Of these complains, if any could not be handled by myself, I advised the owners of the company of any recommendations of changes or issues of legality.

•I interviewed for all open positions and was delegated the authority from the owners to make selections and hire for these positions for each store. I took corrective actions, made recommendations for promotions and raises, as well as terminated employees as necessary.

•I ensured that all employees were trained appropriately based on manufacturer requirements and insured that they keep their training up to date. I tracked all of this information to guarantee that all of the technicians were certified. I coached the employees on best practices and customer service expectations. I also did quality review checks.

•I ensured that each store was properly maintained and had working office equipment. I made purchases of office equipment and supplies while following a yearly budget.

•I compiled weekly and monthly reports to generate a business model for the owners. I also generated a variety of reports to show sales trends and forecast future business.

•I oversee the major business accounts that we have at each store to insure that the customers are being maintained and that their business will continue.

•I set prices and profit margins to insure that the business is profitable as well as competitively priced.

At the Davenport, IA Satin’s Northpark Glass location only:

•I managed the day to day business; answering the phone, greeting customers, billing (accounts receivable and accounts payable), scheduling on-site and off-site appointments, and ordering supplies.

•I worked with accounting software (Computer Ease) to generate customer bills and account for all purchase orders.

•I filed warranty paperwork with the glass manufacturer and handle claims both in-house and for customers.

•I created purchase orders for upcoming needs and ordered specialty items for customers. I then validated the orders upon arrival to insure the correct items arrived and handled any discrepancies.

•I created job estimates or quotes based on the customer needs. I advised the customers of their options and gave recommendations of the appropriate product.

•I scheduled the technician appointments both on-site and in-house. I had to estimate the amount of time the job would take and calculate any travel time to give the customer an accurate timeframe.

•I generated a variety of daily, weekly, and monthly reports as well as doing data entry. These reports are used to compare the stores sales and profit to each other, to previous years and to projections to determine if the store is ahead or behind of expectations. I sent those reports to the owners on a monthly basis.

•I worked with the venders and customers to insure they received the highest level of customer service and they were satisfied with every purchase.

•I was also the cashier and handled the money for bank deposits and reconciliation. I ensured the money was deposited daily into the business account.

Community Health Care

Location: Davenport, IA

Position: Outreach Worker

September – 1995 to October – 2000

As an outreach worker I had the opportunity to work with the homeless, focusing on their needs through an intake process getting each individual set up with the proper resources to fit their needs.

•Greeted patients and answered phones.

•Entered medical data into patient medical records.

•Counseled on HIV and other transmittable diseases.

•Worked with doctors, nurses, and social workers to determine the patients’ needs.

•Scheduled appointments and set up referrals at other clinics.

•Provided resources for the homeless such as available shelters, food pantries, and other resources they may be in need of.

Education:

Associate’s Degree – Business Management & Marketing

Blackhawk College

Volunteer Experience:

Make A Wish of Illinois.

May 2008 – present

Wish granter

As a volunteer wish granter I get the opportunity to help grant wishes to children with life-threatening medical conditions to enrich their lives with hope, strength and joy.

•Visit the Wish Child and help him/her determine their one true wish

•Complete wish paperwork and obtain necessary documentation

•Put the magic into each wish by planning and delivering “wish enhancements”- special, creative touches throughout the wish process that keep the child stay excited about the wish

•Solicit for in-kind donations (goods or services) and help use resources wisely

•Served as a liaison between the family and the foundation - keep the family updated on the status of the wish, answer questions, and develop a positive rapport with the child and family

•Plan a “send-off” party or “presentation” party as appropriate for the wish

•I’ve been a reliable, communicative, and productive member of the volunteer “wish team” – I work closely with a volunteer partner and the Make-A-Wish staff to create the best possible wish experience for the wish child



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