Customer Service Manager

ROBERT GAMBLE

Salt Lake City, UT ***********@*****.*** 909-***-****

SUMMARY

Customer Success professional who excels providing above and beyond customer service by proactively anticipating the customer’s needs and maintaining long term relationships with customers. Consultative approach, solution oriented, with the ability to continually meet customer’s expectations. Recognized for consistent performance, achieving targets, and elevating performance of team members.

EXPERIENCE

Admissions Consultant: Respiratory Therapy Program 2016 – Present

Independence University, Salt Lake City, UT

Interview prospects to identify potential students for the respiratory therapy program and assist them through the enrollment process.

Build relationships to gain student trust and ensure a positive customer experience, while hitting metrics to increase and maintain student retention.

Meet and continually improve upon monthly quotas and help team members succeed in reaching their goal in order to continually increase enrollment.

Lead Student Advisor/Student Advisor (2011 – 2016)

Provided support and guidance to students and admission consultants as team lead with management responsibilities, including interviewing job candidates.

Quickly established presence with students and maintained rapport, showing commitment for overall academic success and student retention.

Contributed best practices to team members in an ever-growing environment while continually improving on set standards of job criteria.

Accepted into the SHARP program for management training.

Earned the first Employee of the Month Award: April 2012

Admissions Consultant 2011

Stevens Henager College, Salt Lake City, UT

·Interviewed potential students for various degrees and assisted them through the enrollment process. Built the foundations of rapport to gain student trust and confidence.

·Met and continually improved upon monthly expectations by increasing referrals and elevating team performance; increased and maintained student retention.

Enrollment Counselor 2010

Grand Canyon University, Tempe, AZ

·Provided guidance through registration and admission; built rapport and reinforced student expectations. Contacted all leads; met monthly enrollment goal/expectations.

·Maintained high level of customer service and student retention.

Group Reservations Coordinator 2008 – 2010

Sheraton Wild Horse Pass Resort and Spa, Chandler, AZ

·Managed group room reservation accounts; monitored accuracy, reports, contracted suites, etc. Sold resort features, such as amenities and a great customer experience.

·Responded to phone inquiries to promote five diamond services, addressed questions, and assessed needs in relation to services offered reservation or group related.

·Pre-emptively defused group and transient escalated customer challenges.

Co-Director 2005 – 2008

Aspire Kids Sport Center, Chandler, AZ

·Jointly managed daily operations of swim program; responded to inquiries to promote services, addressed questions, and assessed needs in relation to services offered.

·Contributed to 20% increase in business through high volume of referrals and repeat business; built and maintained customer relationships.

·Interviewed candidates, compiled new-hire paperwork, and trained on policies and procedures to ensure proper onboarding.

Delivered smooth program execution for up to 24 classes daily and monitored a total of 11 instructors to provide quality swimming classes.

Strategized with owner in order to define new markets, advertising opportunities, and to continually improve services.

Assistant Supervisor 2004 – 2005

Best Buy, Westminster, CA

Supported manager in leading daily operations for department; supervised and trained up to 12 department associates and managed customer service issues. Served as department manager in leader’s absence.

Sold merchandise and boosted sales and revenue to exceed individual and team goals. Wrote thank-you / follow up notes to customers to build loyalty.

Earned Employee of the Month for digital department.

Sales Manager 2001 – 2004

Pegasi Window Cleaning, Loma Linda, CA

Developed leads, conducted needs assessment, educated customers on services and processes, prepared estimates/quotes, and delivered on expectations in order to establish a loyal customer base and increase referrals.

Responded to customer inquiries and solicited feedback in order to propose changes to improve product and services.

EDUCATION

Stevens Henager College, Salt Lake City, UT 2013

Master of Business Administration

Cal State University San Bernardino, San Bernardino, CA 2001

Bachelor of Arts: Business Administration and Information Management

Computer Skills: Microsoft Word, Excel, Access

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