NICOLA BONNER

*** ** **** ******* *********, FL *3030

786-***-****

ad45s9@r.postjobfree.com

CUSTOMER SERVICE PROFESSIONAL

Profile

More than 7 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.

Possess solid computer skills.

Excellent working knowledge, Microsoft Excel, WordPerfect, Microsoft Word.

Ability to train, motivate, and supervise customer service employees.

A team player, acknowledged as “Total Quality Customer Service Professional.”

Develop plan, conduct audits and variance analyses, process payroll and payroll tax reports and filings, and maintain/update accurate inventories.

Synopsis of Achievements

Increased customer retention each year by exceeding previous years goal

Proactive planning led to notable increase in membership acquisition at BJS on a daily basis.

Created customer satisfaction survey, drastically reducing potential problems.

Employment

Bj’s Wholesale Club Homestead Fl

2008 -2009

Human Resource Clerical

Process employees checks and pay stubs

Filing and collecting info for new employees as well as existing employees

Assist the HR Manager will daily running’s of the Personnel Dept

Organizing meetings and symposiums with managers and employees

Bj’s Wholesale Club Homestead Fl

2009 - 2010

Customer Service Representative

Support sales reps in opening new accounts and upgrading existing service.

Quickly and effectively solve customer challenges.

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

Handling membership sales and retention at the service desk

Opening new accounts and maintaining existing accounts for new members.

Executing new ideas and method from corporate to enhance sales throughout the club

Bj’s Wholesale Club Homestead Fl 2010 – 2011

Frontline Supervisor

Supervising the frontend of the store, making sure cashier following the rules and maintain a friendly atmosphere for members.

Organizing schedules to ensure breaks and lunches are taken in a timely manner

Keeping the frontline running orderly so members can be in and out quickly and without any complaints

Handling member’s enquiries as it pertains to items not found and inquiries they might need.

Bj’s Wholesale Club Homestead Fl 2011 – 2014

Membership Retention and Acquisition Manager

To implement the membership development plan, manage departmental resources and set workflow priorities

To hold regular departmental progress meetings and circulate progress reports on activity against targets e.g. growth projections, campaign effectiveness, response timescales for membership inquiries, etc.

To anticipate problems and adjust the allocation of resources accordingly

To contribute to the membership development plan and review with the Membership Director all departmental activity including:

Member recruitment and retention campaigns

To interpret membership recruitment and retention statistics and review member research and make recommendations

The sale and delivery of association services to non-members

General marketing activity

Polices and procedures

Other activity, including affinity and sponsorship schemes

To offer ideas for improvement or change in all operational areas

To manage member communications including responding

to member queries and the production and inventory of membership and marketing material e.g. letters, newsletters, e-bulletins and brochures

Bj’s Wholesale Club Homestead Fl 2014 – Customer Service Manager

Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

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Education

1986-1992 Merl Grove High School Kgn. Jamaica

1993-1994 West Indies College Mdvl Jamaica

1995-1996 University Of West Indies Kgn Jamaica

References Furnished Upon Request

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