Customer Service Manager
Resume:
Dreamlin Braun
**********@*****.***
Neptune Beach FL 32266
**********@*****.***
• 20 + years of experience providing customer support in different environments, including small business ownership
• A commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
• Well-spoken and outgoing team player and team leader, equipped with effective problem solving skills.
• Extensive understanding of telephone etiquette along with proven listening skills and strong attention to detail.
• Maintained and exceeded all stats and metrics within different parameters set in place by each company employed, per policy and procedures within the parameters of business models.
• Conduct marketing research comparison, products, sale, complaints review
WORK EXPERIENCE
Escalations Case Manager
Sears Holding Inc- May 2014 to February 2016
Sears Holdings Inc.
• Was promoted to Escalations case manager position within 4 months of service, from inbound calls
• Makes outbound calls and provide one-call resolution to escalated problems reported, own it resolution as a case Escalation Manager goes no higher per customer and Escalations Case Manager, correspondence. I am the resolution to the complaint within my department following policy and procedures. Connects meaningfully with customers to build emotional engagement and customer advocacy. Simplifies complexity and integrates internal efforts to deliver an optimal customer experience.
• Notates accounts extensively with all relevant information to better resolve the customer facing concerns, Sears Holding, Inc. and Kmart.
• Volunteers on a weekly basic to assist other agents with case load and effectively completes assigned tasks, lives up to commitments, and takes responsibility for achieving results; encourages others to do the same. Capacity to maintain confidentiality and work independently in support of the department.
Inbound sales support rep
Liquidation Channel-October 2013 to April 2014
Liquidation Channel
• Proven record of managing and tracking the quote to order process, most Valuable employee certificate
• Highly skilled in verifying pricing and products
• Ability to verify payment and able to take credit card orders via phone for sales leads
• Completed certificate programs that included a series of diverse courses and tests specifically designed for customer service and call center employees
Business Owner
Dreamlin's Child Care Center-May 1998 to February 2014
• Ability to design programs and activities to cater to the development of individual children
• Excellent knowledge of meeting the physical needs of babies and toddlers including children with Special needs
• Managed all finances involved with the small business and built strong reoccurring relationships with parents and customers
• Adhere to all stat licensing requirements for child development centers.
Inbound and outbound support rep
MCI World Com-December 1996 to May 1998
• Responded to client calls and provided instructions for troubleshooting
• Provided technical and analytical support at the call center.
• Maintained high sales lead quota for internet and phone sales
EDUCATION
High School Diploma
Catalina High School
September 1973
ADDITIONAL INFORMATION
Skills
• Microsoft office
• Windows XP, Vista, and 7 proficient
• Ability to utilize multiple phone lines and POS Software
• Proficiency in some DOS based systems, Service Live web site, EHDS control Codes procedures
• Proven ability to learn and operate software applications quickly
• Time management skills and ability to multi-task under stressful situations
Contact this candidate