Customer Service Manager

Kristina G. Stutts

**** ******* **. #** **********, NC 27215 336-***-**** ********@*****.***

Profile

Energetic skilled professional with over 10 years customer service and management experience seeking position with career growth potential. Proficient in MS office, able to type 60 wpm.

Skills & Abilities

CORE COMPETENCIES

Customer Service Self-sufficient multi-tasker detailed and organized

published Sci-fi author problem solving manager flexible and adaptable

project manager leader motivated customer retention

Experience

CUSTOMER SERVICE REPRESENTATIVE AT&T JUNE 2011 – FEBRUARY 2017

Began in End User Care, assisting customers with billing questions, trouble-shooting cell phones, and making payments in a fast-paced inbound call center.

Within a year moved to Key Contact Care, a department specializing in white glove treatment for account holders. Answering inquiries and offering services, upgrading equipment, supporting network issues and warranty claims.

Moved to Combined Bill, working with customers who have their wireless bills combined with landline to offer additional support and product assistance.

Currently in Solutions Support, a second-tier queue working with customer service representatives if they have system issues, answering policy questions and directing them as needed. Also, handling customer escalations, problem solving, and retention.

SENIOR GAME ADVISOR GAME STOP OCTOBER 2009 - MARCH 2011

Third key manager for a high-volume retail store.

Support and train employees

Quickly and effectively solve customer challenges.

Maintain quality control / satisfaction records, constantly seeking new ways to improve customer service.

Ensure all daily reports and reconciliations of monetary revenue are accurate.

ENTERTAINMENT SPECIALIST TARGET OCTOBER 2007 – JANUARY 2010

Lead associate in the CD, DVD, and Book department

Executed the setup of plan-o-grams in timely manager

Provided excellent customer service on the sales floor

Responsible for inventory

In charge of all cash drawers in the department

MEDIA SPECIALIST BEST BUY OCTOBER 2005 – JULY 2007

Organized and maintained cd, dvd, and video game department

Assisted customers on the sales floor and educated how to set up new merchandise

Tasked with inventory counts

RECEPTIONIST RAINBOW VACUUM CLEANERS JUNE 2005 – SEPTEMBER 2005

Answered multi-line phones for a busy office

Excellent data entry, book keeping

Organized records

Set up appointments for sale staff

CHILDREN’S DEPARTMENT LEAD SHOE CARNIVAL MARCH 2002 – JUNE 2005

Maintained and stocked children’s department

Announced sales and specials

Played games to entertain customers over a microphone

Created displays to influence sales growth

Kept accurate cash drawer balances

CASHIER OLD COUNTRY BUFFET DECEMBER 1998 – DECEMBER 2001

Cashier in a buffet only restaurant

Hostess on Sundays

Dressed up as a mascot on Thursdays

Occasionally acted as dessert baker and helped maintain food on the line

Education

MASSAGE THERAPY 2009 MILLER MOTTE COLLEGE

Certification in Massage Therapy

GENERAL STUDIES 2000 STRATFORD HIGH SCHOOL

REFERENCES AVAILABLE UPON REQUEST

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