Customer Service Operations Manager
Resume:
Martha Lucero
Phoenix, AZ *****
ad5vnr@r.postjobfree.com
Skills
•Interpersonal Skills
•Organizational skills
•Problem-solving skills
•Management and Supervision skills
•Attention to detail
•Customer service skills
•Good communication skills
•Excellent time management skills
Experience
Homemaker Apr 2019 - Present
Private Residence Phoenix, AZ
•Responsible for all aspects of taking care of the home, from cleaning and maintenance to overall general upkeep of the family dwelling
•Plan and prepare family meals and do all the budgeting, shopping, and storing of the groceries for the household
•Run day to day errands, send and receive mail, keep up with bills received, schedule payments, drive child to and from school, and scheduled doctors’ appointments
•Facilitate recreational and social activities for children, organize play dates, and assist during feeding time, bath time, with grooming and dressing
Designer Cabinet Refinishing Aug 2015 - Mar 2019
Operations Manager Phoenix, AZ
•Managed new and ongoing projects such as, office meetings, contracts, and supervised job crews as well as office personnel
•Conducted quality inspections, bi-weekly sales meetings, and wrote up estimates and job details for contracts
•Interacted with customers daily to keep them informed of their current projects and developed detailed project plans to be shared with both clients and proper staff members
•Tracked project performance and analyzed the successful completion of short and long-term goals
•Met budgetary objectives, adjusted projects based on financial analysis and managed overall office quality
•Kept inventory insight, managed human resource tasks, was involved in employee hiring and training, and oversaw employee performance and staff development
Cox Communications Jan 2014 - Jul 2015
Lead Collection Specialist Phoenix, AZ
Contacted customer on delinquent accounts and ensured all delinquent accounts were collected and resolved using an automatic dialer system
Demonstrated an approach towards people and work that was consistent with the overall values of the company
Assured staff met objectives regarding file maintenance, collection objectives, strategy reviews, and supervised their performance of assigned tasks
Assisted with creating repayment schedules with debtors and assigned clients billing rates
Managed a customized online collection system, which provided documenting, scheduling, tracking, and billing for both clients and debtor contact
Supervised and managed the hiring, disciplining, promoting, rewarding, and other associated activities regarding the employees in their departments
Cox Communications Jul 2012 - Jan 2014
Supervisor Bilingual Tech Support Phoenix, AZ
Answered inbound customer calls, assisted in their concerning inquiries, and scheduled service appointments when necessary
Troubleshot customer problems and identified the action required, using company databases, customer information, and collaborated with other departments to resolve issues
Provided total customer service by asking the correct questions and listening to identify sales and up-selling opportunities to drive additional revenue for the company
Provided seamless customer experience through documenting call details and new account
information and built customer loyalty by placing follow-up calls to customers
Monitored and tracked staff to ensure that all jobs were completed on time, within budget, and to customer specifications
Implemented and measured the effectiveness of improved process and operational policies
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