Customer Service Social Media

Denise Bermender

Somers Point, NJ

Phone: 609-***-****

E-Mail: adbd4n@r.postjobfree.com

Professional Summary

Outgoing and friendly receptionist delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data-entry and database administration.

Skills

Relationship building

Task delegation

Training coordination

Organized

Sales strategies

Work History

November 1984 to April 2003

Haircuttry Voorhees Township, NJ

Salon Manager

Oversaw and improved product deliveries worth more than $20,000 per year through efficient coordination of count and inventory

Achieved personal sales goals by upselling products to meet individual needs

Maximized business efficiency by completing thorough and accurate daily management tasks such as overseeing registers, organizing inventory and delegating tasks

Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency

Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands

Applied performance data to evaluate and improve operations, target current business conditions and forecast needs

Coached and trained employees to optimize performance and achieve demanding business objectives

Grew customer numbers and boosted loyalty with strategic engagement and marketing strategies

Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives

Organized promotions to boost both product and service sales, achieving 50% growth in revenue over yearly

Devised, deployed and monitored processes to boost long-term business success and increase profit levels 50%

Conferred with customers to assess requirements and recommend specific services

Set and optimized schedules to meet coverage needs and effectively align employee strengths with business needs

Utilized social media accounts and strategic marketing initiatives to promote business and build revenue by 25%

Oversaw and handled business finances, cash flow, overall business transactions, banking and accounting procedures

Maintained organization of salon and cleanliness of each station through leading by example and salon guidelines

Promoted business through marketing initiatives, including use of social media

Cut and styled hair for both male and female customers of all ages according to individual preferences and latest styles

Worked to continuously increase salon business through effective sales, service and operations policies

Controlled inventory by tracking expenses, purchases and shelf stock

Handled employee scheduling and coverage needs during business hours

Collaborated with team of 35 stylists for efficient, high-quality service and 100% customer satisfaction

Managed all aspects of business finance, including cash flow, business transactions, banking and accounting processes

Maintained general appointment calendar and set shift schedules

Built business through commitment to excellent customer service, resulting in customer loyalty and retention

Sourced high-quality and trending hair care products for salon through lead by example, highest personal retails sales in the northern region and incentives

Networked at various industry events, including cut a thons and fair events to promote business

Met with customers to discuss upcoming events and style requirements

Established long-term client relationships, increasing sales 50% while developing additional opportunities through networking and referrals

Provided staff coaching, mentoring and consultation to enhance performance and professional development

Grew repeat client base by 90% through effective marketing and customer service

Maintained excellent customer service standards to ensure customer loyalty and retention and build customer base by 50%

Cross-sold and up-sold new haircare products, increasing earnings 15% per month

Answered over 100 phone calls and emails per day by taking detailed messages and relaying messages to appropriate personnel

Consistently received positive feedback from guests on performance reviews

Removed outdated policies and modernized structure

Analyzed patrons' hair and physical features to determine and recommend beauty treatments and hairstyles

Recruited, trained and supervised by 35-100 employees during fill in district manager maternity leaves

Oversaw daily operations of salon, including employee performance, facility cleanliness and sales

Successfully initiated and implemented growth and coupon use to modernize services and increase profits by 10%

Recorded weekly supply and inventory needs and made regular orders worth $1500

Directed marketing initiatives that increased business by 25%

Scheduled employees to ensure adequate coverage during business hours

August 2005 to March 2007

Basic Fitness 247 No Excuses Lindenwold, NJ

Gym Supervisor

Promptly delivered extra linens, paper products and toiletries to guest rooms upon request

Used specified cleaning products in each guest room per company guidelines

Maintained linen cart so that it was neat and organized

Replenished guest room supplies, including water glasses, toiletries, and paper products

Vacuumed, dusted and maintained common areas, including hallways and waiting areas at elevators

Responded to guest requests for assistance, toiletries and personal care items

Cleaned guest rooms and changed linens according to company specifications, ensuring that each room was in compliance with standard set up

Mentored newly hired room attendants on company policies, cleaning procedures and customer service techniques

Created positioning and key messages to differentiate business solutions and products in market

Collaborated with materials purchasing specialist to meet production requirements and quality standards

Engaged client executives to assess strategic business needs and challenges and translate business strategy into human capital opportunities with business impact

Supervised and led employees to high performance levels in cross-functional matrix management structure

Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision

Complied with safety and hazardous material handling, storage regulatory requirements and internal procedures affecting business operations

Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards

Managed logistics operations to meet customer expectations and financial standards and policies

Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele

Received incoming calls and messages and addressed or triaged phone requests

Tracked customer shipment requirements to improve customer satisfaction while increasing service efficiencies

Ordered office supplies and researched supplier discounts resulting in savings

Determined and recommended methods to address improvement opportunities

Developed and executed go-to-market plans and facilitated internal organizational readiness

Developed strategy and managed market communications that drove product demand

Monitored social media and online sources for industry trends

Sorted incoming mail and faxes and expedited urgent correspondence for immediate attention

Conducted training and change management processes to improve operations

Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings

Welcomed visitors to office, communicated arrival to team and managed visit expectations

Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival

Maintained regular contact with clients and identified opportunities to deliver added value to client relationships

Created and managed knowledge base to offer staff and customers immediate informational access to products, services and organization

Offered pricing and feature recommendations to management and cross-functional teams

Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately

January 2008 to October 2012

Garver Group Voorhees, NJ

Billing Specialist

Performed targeted collections on past due accounts aged over 30+ days

Produced, distributed and tracked more than 1,000 monthly invoices for Law Firm business

Worked with Billing management and assisted Attorneys to properly apply customer remittances

February 2008 to October 2012

Garner Group Voorhees Township, NJ

Billing Specialist

August 2019 to Current

Ray's Boozy Cupcakes Etc Voorhees Township, NJ

Customer Service Manager

Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies

Trained and regularly mentored associates on performance-oriented strategies and customer service techniques

Exceeded team goals and collaborated with staff members

to implement customer service initiatives

Worked with marketing department to launch and manage promotional activities and campaigns

Compiled customer feedback and recommended service delivery improvements to management

Followed through with client requests to resolve problems

Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags

Improved customer service initiatives by streamlining sales and order management processes

Resolved customer complaints while prioritizing customer satisfaction and loyalty

Education

June 1984 Frankford High School Philadelphia, PA

High school

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