Store Manager Customer Care
Resume:
Deneene Wilkerson
Garner, NC 27529
Phone: 919-***-****
****************@*****.***
Highly motivated Management Professional eager to contribute exceptional staff leadership, customer service, and sales expertise toward supporting a dynamic company in optimizing bottom-line performance.
Qualifications Profile
•Significant experience in personnel development and management, profit and loss (P&L) administration, budgeting, vendor relations, cost control, and quality assurance.
•Diligently assess all aspects of business operations to determine and optimize fiscal performance, sustainability, competitive positioning, and revenue opportunities.
•Leverage considerable team-building talents to recruit, hire, train, motivate, and manage highly-productive personnel.
•Methodical problem solver with a solid track record of executing innovative solutions to meet defined business goals and needs.
•Excel in fostering, nurturing and maintaining cohesive and collaborative relationships across the organization.
•Adept at sales analysis, program development, loss prevention and store security.
•Highly versatile; can easily adapt to new roles, responsibilities, and environments.
Professional Experience
Ubisoft Morrisville, NC January 2019 to current
Customer Care Specialist
Resolve customer's issue with game plays and trouble shoot computer issues.
Develop plans for quick resolution
Interface with the customers on updates
Lenovo Morrisville, NC November 2012 to 2017
Customer Care Manager
The RO is responsible to interface with the customer to listen and move to resolution
Acknowledge receipt of the complaint
Ensure that the customer's conditions of satisfaction are understood
Gain customer agreement on proposed commitments or at least an initial commitment to Develop an action Plan with additional resources
Level 1 technical support
Partner with expert technicians to schedule meetings with the customer to troubleshoot for root cause
GameStop Morrisville, NC November 2010 to March 2014
Store Manager
Spearhead broad-scope operations inclusive of staffing, training, team-building and motivation, conducting performance appraisals, customer service, and P&L management.
Critically analyze sales data, generate forecasts, and interpret trends to maximize planning efforts, profitability, and sales performance.
Reliably drive consistent compliance with quality, health and safety, and customer service standards and requirements.
Leverage excellent communication and interpersonal skills to analyze and swiftly resolve customer complaints and issues to ensure retention and satisfaction.
Organize visually-appealing product displays to attract interest and maximize conversion to sales.
Strategically execute decisions such as revising store hours to optimize competitive positioning.
United Cellular and Wireless Communications / Sprint, Raleigh, NC, 2001 to 2010
Store Manager
Spearhead broad-scope operations inclusive of staffing, training, team-building and motivation, conducting performance appraisals, customer service, and P&L management.
Critically analyze sales data, generate forecasts, and interpret trends to maximize planning efforts, profitability, and sales performance.
Reliably drive consistent compliance with quality, health and safety, and customer service standards and requirements.
Leverage excellent communication and interpersonal skills to analyze and swiftly resolve customer complaints and issues to ensure retention and satisfaction.
Organize visually-appealing product displays to attract interest and maximize conversion to sales.
Strategically execute decisions such as revising store hours to optimize competitive positioning.
Circuit City / Rocky Mount, NC, 1998 to 2000
Operations Manager
Directed daily store operations with an emphasis in staffing, customer service, delegating efforts to supervisors and associates, and ensuring stringent compliance with store policies and procedures.
Contributed solid human resources skills toward assisting with hiring and terminations, providing training and orientation, overseeing disciplinary actions, conducting performance evaluations, and recommending salary changes.
Circuit City, Jacksonville and Greenville, NC, 1995 to 1998
Customer Service Manager
Instrumental in recruiting and hiring top talent to fulfill frontline customer service functions.
Trained, coached and mentored cashiers, facilitated monthly customer service audits, and devised employee work schedules.
Conducted extensive cross-training to maximize store productivity and service levels.
Demonstrated proficiency in loss prevention, orchestrating sales promotions, inventory planning, and record-keeping procedures.
Authorized customer returns, exchanges, checks, voids, and discretion discounts.
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