Service Manager Customer

India Donald

*** ********** *****, ********, ** *1907

Cell: 706-***-****

*******@*****.***

Summary

Results-oriented Store Manager with diverse background in management and customer service.

Dedicated to providing excellent customer service and making operational and procedural improvements.

Who specializes in quality service, customer retention, productivity and team management. Customer

Service Manager with a track record of managing a wide variety of customer service issues quickly and

efficiently. Collection calls, Set up new customer accounts, deposits. Created a data base that created

allot of names and address for new customers.

Highlights

Conflict resolution techniques Management of remote employees

Team management Skilled multi-tasker

Meticulous attention to detail Training and development

Marketing savvy Scheduling

Focused on customer satisfaction Deadline-oriented

Management of remote employees Microsoft, Word, Excel, Power Point, Epik,

Order processing software proficiency

Time management Certified in 10-key

Strong problem solver Excellent communication skills

Very large deposits Advanced clerical knowledge

Accomplishments

Played an instrumental role in increasing customer satisfaction ratings index from 80% to 97% within 1

years as Customer Service Manager.

Reduced staff turnover by 90% in one year by implementing several well-received team and morale-

building programs.

Experience

Circle K Stores Inc. July 2006 to Current

Store Manager

Columbus, GA

Successfully managed the activities of 11 team members in multiple locations. Reduced amount of

employee overtime by 100% by effectively delegating tasks. Recruited, managed and mentored an average

of 15 new customer service representatives per year. Monitored the daily activities of 10 customer

support teams. Developed, implemented and monitored programs to maximize customer satisfaction.

Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site

customer service representatives. Addressed negative customer feedback immediately. Effectively

communicated with team members to maintain clearly defined expectations. Effectively managed

departmental expenses to stay within allocated budget. Resolved customer questions, issues and

complaints. Developed and implemented policies, procedures and process improvement initiatives to

improve retention rates and increase customer satisfaction.

Consolidated Loan Co. February 2004 to July 2006

Assistant Manager

Columbus, GA

Created training manuals targeted at resolving even the most difficult customer issues. Monitored the

daily activities of 3 customer support teams. Developed, implemented and monitored programs to

maximize customer satisfaction. Improved service quality and increased sales by developing a strong

knowledge of company's products and services. Improved service quality and increased sales by

developing a strong knowledge of company's products and services. Collected, monitored and evaluated

customer requirements to achieve desired delivery time and order fill rates. Collected, monitored and

evaluated customer requirements to achieve desired delivery time and order fill rates.

Hebrew National Kosher Foods October 1999 to September 2004

Accounts Payable

Indianapolis, IN

Processed an average of 300 invoices per month for a large-scale organization. Processed an average of 500

invoices per month for a large-scale organization. Renegotiated payment terms with dozens of suppliers.

Calculated figures such as discounts, percentage allocations and credits. Verified details of transactions,

including funds received and total account balances. Coded the general ledger and processed vendor

invoice payments. Coordinated approval processes of all accounts payable invoices. Balanced batch

summary reports for verification and approval. Conducted month-end balance sheet reviews and

reconciled any variances. Researched and resolved billing and invoice problems. Handled over 350

accounts.

Indianapolis Neuro Surgical Group March 2002 to January 2004

Medical Records, patient appointments

Indianapolis, IN

Maintained detailed administrative and procedural processes to improve accuracy and efficiency.

Managed medical supply inventory, insurance records, patient charts and company files using online

tracking system. Contacted insurance providers to verify correct insurance information and get

authorization for proper billing codes. Updated patient accounts and information on a daily basis.

Indianapolis Neuro Surgical Group March 2002 to January 2004

Medical Records, patient appointments

Indianapolis, IN

Maintained detailed administrative and procedural processes to improve accuracy and efficiency.

Managed medical supply inventory, insurance records, patient charts and company files using online

tracking system. Contacted insurance providers to verify correct insurance information and get

authorization for proper billing codes. Updated patient accounts and information on a daily basis.

Education

Circle K Stores Inc. 2007

Management Development

Columbus, GA, Muscogee

Customer Service Manager Certificate (CSMC), Coursework in Marketing, Business Management and

Communications.

References given upon request.

Contact this candidate