Customer Service Manager
Resume:
W
Shante' Williams
*****************.**@*****.***
Houston, TEXAS, 77086
OBJECTIVE
Highly motivated managerial professional seeking career advancement and opportunity to apply strong management, organizational abilities toward maximizing, customer satisfaction and business revenue. Prepared to bring expertise gained over 24 years of experience and take on challenging new role.
Experience
Assistant Operations Manager
Houston, TEXAS
Xpo logistics / Nov 2017 to June 2019
Point of contact drivers, all billing, prepare all in-going and out-going routes, escalations (scheduling request).
Organized and updated schedules to optimize coverage for expected customer demands.
Daily route monitoring, email communications with customer and clients
Daily "Stand Up" meetings with 30-40 contractors and teams
Established organization systems for settlement reports, schedules, inventory control and merchandising.
Performance audits, pictures review, customer surveys
Sales Manager
Houston, TEXAS
AcceptanceNow/ May 2015 to Aug 2016
Coordinated with store manager to initiate strategies to achieve daily, monthly and yearly sales and collections goals.
Mentored 5-6 employees and instructed on management of complicated sales, complex issues and difficult customers.
Reviewed and verified weekly and monthly customer files
Produced a Daily Goal sheet to aid in effective operational planning and strategic decision making on a daily bases.
Built loyal customer base by directing team members in delivering personal attention and industry-leading service.
Scheduled and led weekly store meetings to discuss sales, performance and customer service benchmarks.
Raised profits 45% by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service, resolving customer issues.
District Manager
Houston, TEXAS
AcceptanceNow/ Apr 2013 to May 2015
Overseen 10 locations with 45-50 employees, customer base 4,000. Customer service calls P&L's, inventory consolidation, routed for all locations
Improve skills and achieve daily targets by applying hands-on and motivational leadership style.
Trained team of 45-50 to deliver outstanding customer service, boosting customer satisfaction ratings 85%.
Delegated tasks to associates based upon strength and experience.
Interviewed, recruited hired team members
Increased net and revenue 45% by increasing marketing calls
Handled all employee scheduling to secure adequate staffing for each shift.
Maintained a warehouse with returned product
Sales Manager
Houston, TEXAS
Racacceptance/ Oct 2010 to Apr 2014
Managed 5 to 6 employees, keeping for all employees, training and implantation of policies and producers.
Collection calls 300-500 per day.
Store audits, time keeping for the entire district.
Taught junior employees how to meet sales and collection goals with role playing.
Implemented training processes for newly hired employees and supervised mgrs
Generated over $125k in annual sales by driving operational efficiencies and customer rapport.
Increased net and revenue over 30% by increasing marketing to meet consumer demand.
promoted to District Manager after the name change
EDUCATION AND TRAINING
Associate of Applied Science: Computer Science
South Plains College
Levelland, TX Basket Ball Scholarship
ACTIVITIES AND HONORS
Toast Master, Military FRG volunteer
Accomplishments
* Toast Master- Best Speaker Award,
* Top Profit Award for 3 years,
* Servant Leader Award- Houston Region,
* Perform To Win- All expense paid trip to Hawaii-3rd in Region,
* March Madness Winner (Most sales for the month)
* Top Performer (monthly award)
* Chairman's Club (greater than 30% profit)
Wrote and edited documents to keep staff informed on policies and procedures.
Contact this candidate