CUSTOMER SERVICE MANAGER WITH EXTENSIVE LEADERSHIP EXPERIENCE

Qualifications Summary

Demonstrated success conducting studies of employees and process efficiency and productivity and recommending improvements.

Extensive background evaluating and advising on the organizational procedures for increasing productivity, reducing overhead costs, and achieving corporate goals.

Increased the effectiveness of control systems to eliminate waste, loss, and unauthorized use.

Strategic Skills

Resolve Organizational Problems

Time Management

Conflict Management

Organizational Development

Performance Management

Negotiating

Monitor Local Retail Markets

Administrative Duties

Staff Recruitment & Retention

Professional Experience

Proctor Loan Protector § Daytona Beach, FL

Call Center Representative – June 2023- Current

Play a vital role in delivering excellent customer service and maintaining positive customer relationships, contributing significantly to the success and reputation of the company they represent.

Career Highlights:

Performed call center duties for an internet and phone service company.

Answered approximately 30+ customer calls and online inquiries in a calm, courteous, and professional manner.

Managed workspace with the most up to date technology in headsets, microphones, laptops, and computer software such as Zoom and Skype.

Kept and updated a secure and well-organized spreadsheet with confidential information regarding customer addresses, phone numbers, and credit card numbers.

Addressed non-English speaking customers in their native languages.

Discussed internet and telephone service issues with customers pertaining to billing, connectivity, and power outages.

Reported to supervisor any difficulties in dealing with customers.

Dnepro Transportation, LLC § Palm Coast, FL

Owner-operator – January 2022– June 2023

Manage all logistics of transportation business.

Career Highlights:

Navigate and develop routes to take to avoid delays.

Drive-in all-weather conditions

Assist with loading and unloading freight.

Keeping track of miles driven, hours worked and delivery times and locations.

Meeting strict delivery deadlines.

Manage invoices within accounts payable and receivable.

Chipotle Mexican grill § Timonium, MD

General Manager – March 2021– December 2021

Improve efficiency and increase profits while managing the overall operations.

Career Highlights:

Responsible for weekly and monthly inventory. Target was .5% and prior to my arrival this location was at 18%. I was able to bring inventory down to .6%.

Increased store revenue by introducing fundraisers to help support the local community.

Trained and mentored crew members to be promoted to management.

Established weekly labor and sales budgets.

Developed a cooperative and collaborative work environment with store personnel, vendors, and suppliers.

Interpreted corporate policy and procedures to negotiate effective resolution and conflict management.

Chico’s § Hunt Valley, MD

Assistant Manager – January 2020– Current

Help supervise the store’s staff and operations. Collaborate with Store Manager and team to provide a welcoming, positive and efficient experience to customers.

Career Highlights:

Interact with customers and resolve complaints or grievances.

Display merchandise to maximize purchasing appeal.

Great customer service skills to ensure customers feel heard and helped.

Responsible for logging deposits and counting money.

Handle packaging both shipping and receiving.

Panera Bread § Timonium, MD

Manager – Hiring/Training August 2011– January 2020

Functioned as the manager coordinating the execution, evaluation, and analysis of the business plan. Managed administrative operations: budget; finance; training.

Career Highlights:

Forecasted sales, labor-costs, and profitability.

Daily catering orders averaged $3,000.

Online orders with rapid pick up.

Supervised and planned 60 employee work schedules.

Initiated personnel actions to include hiring, terminating, and performance measuring.

Structured and implemented programs and policies in the areas of training, acceptable business practices and procedures.

Conducted new-employee orientation introducing the corporate business model, expectations, and opportunities for personal development.

Trained new associates in a range of business model components.

Managed controllable expenses including labor-costs and perishable losses within divisional budgets.

Bob Evans § Crofton, MD

Assistant General Manager, February 2008–August 2011

Directed a broad range of control functions: evaluated sales and labor expenses; cost analysis; cash handling procedures; monitored surveillance equipment; and instituted safety and security.

Career Highlights:

Increased efficiency by implementing process improvements.

Trained staff to identify vulnerabilities and recommend action to mitigate similar reoccurrences.

Managed financial records and budget related activities.

Education

Baltimore International College Baltimore, MD

Associates Degree in Hospitality Management, August 2007

Hospitality Management Academy Kiev, Ukraine

Associates Degree in Hospitality Management, June 1995

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