Customer Service Sales

Nancy Galvan

Wilona Way

Houston, TX *****

Cell: 323-***-****

E-Mail: ***************@*****.***

Professional Summary

Highly successful Program Manager experienced at coordinating complex business programs. 5 years history of success utilizing well-developed planning, leadership and decision-making abilities. Management specialist dedicated to developing strategies and communications to help businesses reach and engage their target audiences. Skills

Strategic planning

Key relationship management

Program development

Leadership experience

Decision-making ability

Trusted key holder

Creative problem solver

Exceptional communication skills

Quick learner

Training development aptitude

Work History

January 2004 to August 2006

Best Western Sulphur Springs, TX

Receptionist

Initiated rollout of new enterprise software solution for sales reporting. Strengthened company's business by leading implementation of Company. Trained, coached and mentored staff to ensure smooth adoption of new program. Worked directly with management to achieve exceptional customer service. Implemented innovative programs to increase employee loyalty and reduce turnover. Created new revenue streams through the front office. Developed and rolled out new policies.

June 2006 to October 2007

Lowe's Company Inc. Spring, TX

Cashier

Greeted customers promptly.

Directed customers to store locations.

Received customer payments.

Totaled bills and calculated taxes.

Described products and services in detail.

Assisted customers in selecting items based on needs. Processed customer returns.

Completed purchases using Point of Sale systems.

Collected and stored coupons.

Trained new cashiers on procedures, customer service and sales techniques. Assisted on sales floor as needed to maintain service standards. February 2007 to May 2009

Lowe's Company Inc Kingwood, TX

Head Cashier

Operated a cash register for cash, check and credit card transactions with 98% accuracy. Stocked and replenished merchandise according to store merchandising layouts. Priced merchandise, stocked shelves and took inventory of supplies. Cleaned and organized the store, including the checkout desk and displays. Alerted customers to upcoming sales events and promotions. Identified potential shoplifters and alerted management. Trained over 45 new sales associates each quarter. Handled all customer relations issues in a gracious manner and in accordance with company policies.

Completed all point of sale opening and closing procedures, including counting the contents of the cash register.

Welcomed customers into the store and helped them locate items. Educated customers about the brand to incite excitement about the company's mission and values.

Followed up with over 100 customers each week to verify that they were satisfied with purchases.

Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

Mentored new sales associates to contribute to the store's positive culture. February 2009 to April 2011

Lowe's Company Inc Kingwood, TX

Department Manager Administration

Cross-trained and backed up other customer service managers. Investigated and resolved customer inquiries and complaints in an empathetic manner. Adhered to all confidentiality requirements at all times. Met all customer call guidelines including service levels, handle time and productivity. Solved unresolved customer issues.

Promptly responded to inquiries and requests from prospective customers. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Strong leader of customer support staff.

Scheduled staff shifts to cover peaks and lulls in customer inquiries. Trained staff on operating procedures and company services. Identified individual development needs with appropriate training. Updated customer orders from start to finish in an accurate and timely manner. Managed administration program.

Monitored program effectiveness.

Developed innovative business plans.

Administered over millions dollars yearly budget.

Submitted strategic plans for program improvements. January 2011 to 2014

Lowe's Company Inc Kingwood, TX

Credit Coordinator

Maintained integrity of general ledger, including the chart of accounts. Analyzed monthly balance sheet accounts for corporate reporting. Generated financial statements and facilitated account closing procedures each month. Compiled general ledger entries on a short schedule with nearly 100% accuracy. Trained over 50 new employees on accounting principles and company procedures. Proactively researched technical tax issues related to consulting projects. Suggested budgetary changes to increase company profits. Monitored employee work and developed improvement plans. Created standard operating procedures.

September 2014- current

Lowe's Company Inc Kingwood TX

Department manager of customer service.

Education

2004 Sulphur Springs High School Sulphur Springs, TX High School Diploma

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