Customer Service Manager
Resume:
LAURA PAQUETTE
*************@*****.***
Empathetic and charismatic leader who builds instant rapport with challenging customers and dedicated employees alike. Highly skilled in conflict resolution. Applies careful listening and consultant mindset to tailor client interactions to meet clients’ conscious and unconscious needs. Experienced and diplomatic manager who achieves team buy-in through leading by example and earning trust. Adaptable learner who navigates new situations with fearless energy.
EXPERIENCE
Operations Manager Needlework Unlimited June 2002 to Present
Starting as Operations Manager at one of Minnesota’s largest needle art stores proved quite the challenge due to my inexperience in knitting or needlepoint. Learning quickly while also gaining the trust of the store’s knowledgeable long-time employees enabled me to thrive. My affirmation of their skills and willingness to learn from them enabled me to quickly get up to speed on industry knowledge while also achieving buy-in from staff.
Actively managed up to 15 part-time employees by providing orientation, shift scheduling, performance management including mentoring staff on customer service skills and outwardly demonstrating positive attitudes.
Directed and supervised employees in maintaining store appearance, stock, and displays.
Responsible for store operations such as ordering, pricing and handling stock and processing invoices.
Stepped into employee/customer interactions to resolve issues and restore calm.
Provided day-to-day problem solving to ensure we had productive employees and satisfied customers.
Improved sales by using customer feedback to assist owner in making more informed decisions about product offerings; met with supply reps along with store owner to plan product purchases.
Head Cashier Home Depot March 2013 to May 2015 (Part Time)
Started this position as a regular cashier, was offered Head Cashier within 4 months. During my first review, my supervisor was impressed by my ability to instantly connect with customers. I also formed a strong working relationship with employees in other departments, which enabled me to bridge the gap between departments to obtain the best advice for each customer’s particular needs.
Managed cashiers including observation of customer interactions and informal on-the-spot performance reviews. Scheduled breaks and assigned cashiers to various cashier stations based on my assessment of their skill level.
Trained cashiers on cash stations, mentored new employees on connecting better with customers to improve the customer experience and advised them on the process for opening store credit.
Tested cashiers for future reviews and compliance with corporate standards.
Resolved problems that arose during shifts, including customer conflicts and computer/register problems.
Received numerous “Homer Awards” and an “Excellence Award” from the district manager, granted a 2014 Customer Service All Star award, given yearly to the top 3 of the 90+ store employees.
Manager Lang’s Texaco 1989 to June 2002
Began as a part-time cashier, grew into part-time management in 1992, moved to full time management in 2000. Earned the trust of a very hands-on owner in this challenging environment due to quick and sound decisions made on a day-to-day basis and my having gained the trust of coworkers, allowing the owner to rest easy when he left his business in my hands.
Managed staff of 6 employees by hiring, providing orientation, performance management, and, shift scheduling.
Mentored employees new to the workforce on expectations and attitudes for their success and continued employment.
Developed an evening task sheet to ensure store would be ready for opening the next day, achieving employee buy-in by using a “work together” attitude to accomplish tasks.
Responsible for store operations such as ordering stock, processing invoices, handling displays, and general store appearance.
Actively managed and resolved customer service issues, provided day-to-day strategic problem solving to achieve an outcome of productive employees, satisfied customers and balanced cash flow.
Met with supply reps to sign contracts and make decisions on products to carry in store.
Responsible for the safety of customers and employees while complying with OSHA and environmental regulations.
Assistant Underwriter St. Paul Companies June 1989 to 2000
Hired as Central Desk Clerk in Risk Management, progressed to an Assistant Underwriter for the Public Sector Services department in 1995. This department provided underwriting for cities, schools, and Indian Reservations/Casinos. My ability to develop good rapport with the company’s insurance agents was absolutely essential to my success in this role.
Performed underwriting and policy processing duties.
Responsible for approximately $6,000,000 in premiums written for the company.
Prepared premium proposals for underwriter to review and present to agent and insured.
Correctly rated, coded, and assigned policy forms for all lines of manual and automated policies.
Communicated with agents for endorsements and other policy issues.
Provided day-to-day maintenance and updating of account management systems.
Accompanied underwriter on some service calls to agencies and insured locations.
EMPLOYMENT PRIOR TO 1989:
Real Estate Assistant, and Escrow Closer at Chicago Title Company, Minnetonka, MN
Personnel Assistant - Civilian Personnel Office in Baumholder, Germany GS-4
Secretary – Communications Operations Division (Club System) Baumholder, Germany GS-4
Clerk Typist – Department of Defense Dependent Schools Regional Office, Weisbaden Germany GS-3
EDUCATION
UMAGA Management Seminars – Edina, MN (2000)
Employee Hiring
Leadership
Improving sales through employee training and product placement
Business Administration 1980 -1983 College of St. Thomas
AFS Exchange Student to Torino, Italy, 1979
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