Customer Service Manager
Resume:
BENITA
DESTIN
McDonough, GA *****
**********@*****.***
PROFESSIONAL SUMMARY
Dedicated Customer Service Manager with over 20 years of experience in leading high-performing teams and delivering exceptional customer experiences. Proven track record of driving customer satisfaction and retention through effective problem-solving, process improvement, and staff development. Adept at developing and implementing strategies to optimize customer service operations, increase efficiency, and exceed performance targets. Skilled in cultivating strong client relationships and maintaining a customer-centric focus. Seeking an opportunity to leverage my leadership and customer service expertise to drive success.
SKILLS
Word, Excel, PowerPoint, Access, Outlook, Mission Statement Strive to exceed customer/ employer
Expectations by delivering second-to-none service.
Maintain customer centricity in all initiatives and
Interactions, always putting the customer first. Customer Service & Support Specialist Offering an
Award-winning track record of customer care excellence within high-volume environments that include
Customer Service Desks
World-Class Customer Service
Troubleshooting/ Problem Solving
Up-Selling/Sales Support
Customer Order Fulfillment
Inventory Manager
Customer Delight
Complaint Handling
Reports
Hiring Manager
EXPERIENCE
Customer Service Specialist
The Fresh Market Atlanta, GA
January 2004 - January 2014
Provided exceptional customer service by promptly and professionally addressing customer inquiries and resolving issues via phone, email, and chat.
Demonstrated strong product knowledge, effectively explaining features, benefits, and pricing options to customers, resulting in a 65% increase in upsell and cross-sell revenue.
Maintained a high level of accuracy in order processing and data entry, minimizing errors and ensuring the timely delivery of products/services.
Managed a high volume of customer interactions, consistently meeting or exceeding daily performance targets, including an average handle time of 2 minutes.
Collaborated with cross-functional teams, including sales, technical support, and billing departments, to resolve complex customer issues and ensure a seamless customer experience.
Utilized CRM software to document customer interactions, update customer profiles, and track case resolutions, contributing to a [X]% improvement in response time and data accuracy.
Acted as a subject matter expert, providing training and mentorship to new customer service representatives, resulting in a 35% increase in team productivity.
Received 6 quarterly awards for exceeding performance metrics and consistently achieving a customer satisfaction rating of 65% or higher.
Front-End manager, Assistant Store Manager
The Fresh Market Dunwoody, GA
January 2015 - January 2019
Led a team of [number] customer service representatives in providing exceptional service to a diverse customer base, consistently achieving and exceeding performance targets.
Developed and implemented customer service strategies that resulted in an increase in customer satisfaction ratings.
Implemented process improvements that reduced response times and increased first-contact resolution rates leading to improved customer experiences.
Conducted comprehensive training programs to enhance the skills of the customer service team, resulting in an increase in employee retention and a more knowledgeable workforce.
Fostered strong client relationships through proactive communication and resolution of customer issues, leading to an increase in repeat business and referrals.
Utilized CRM software to analyze customer data, identify trends, and develop targeted strategies to improve customer interactions.
Led by example in handling escalated customer inquiries and resolving complex issues, maintaining a 90% or higher resolution rate.
Collaborated with other departments, including sales, technical support, and operations, to ensure seamless customer experiences and resolve cross-functional issues.
Oversaw the creation of customer service performance reports and presented findings to senior management, driving data-driven decision-making and continuous improvement initiatives.
Received the Fresh Market "Customer Excellence Award" for consistently achieving and maintaining a customer satisfaction rating of 95% or higher.
Project Assistant - Remote
Premium Audio and Video, LLC Hampton, GA
March 2021 - January 2023
Coordinated meetings, routed mail, and developed presentations to enhance project communication.
Kept project details current with regular meeting attendance, communication with team members, and timely database updates.
Improved recordkeeping with streamlined documentation processes and enhanced organizational strategies.
Oversaw administrative needs for projects with a $150,000 budget.
EDUCATION
Associate of Arts - Pharmacy Tech
One Stop Health and Training Center
January 2005
DeKalb Technical COLLEGE, Dunwoody, GA
January 2004
LANGUAGE
English
Advanced
French
Advanced
Haitian Creole
Advanced
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