Customer Service Care
Resume:
Jenny Rowland
York, SC *****
***************@*****.***
Summary
Customer-oriented General Manager with 15 years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen. Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment. Insightful Customer Service with 19 years of experience directing daily activities to lead operations. Proven track record of developing targeted business operations plans and implementing improvements. Decisive leader highly competent in establishing and achieving ambitious goals and quality standards. Results-focused General Manager offering 14 years of progressive leadership experience. Develops, leads and maintains large teams in high velocity environments to transform staff into outstanding leaders. Demonstrates creativity and savviness critical to financial and operational success. Results-oriented Business Manager bringing expertise in accounting, supply chain management and marketing. Successful at overseeing all areas of daily operations and making effective policy decisions to positively impact business direction and bottom line profits. Goal-driven Operations Supervisor with more than 14 years of progressive Construction experience. Exceptional business acumen, administrative strengths and program management abilities.
Experience
March 2009 - November 2021
Guffie Cleaning Cramerton, NC
General Manager
Built and maintained loyal, long-term customer relationships through effective account management.
Designed sales and service strategies to improve revenue and retention.
Managed inventory levels and conducted corrective action planning to minimize long-term costs.
Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
Oversaw storewide merchandising benchmarks to maintain operational excellence.
Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
Tracked monthly sales to generate reports for business development planning.
Implemented engagement, diversity and cultural enrichment programs to improve productivity and enhance staff morale.
Forecasted financial outlook mitigating enterprise risk and compiling performance, productivity and customer satisfaction data.
Trained employees on company procedures and worksite safety.
Inspired employees to work as cohesive team while delivering exceptional service to customers in every interaction.
Analyzed quarterly sales statistics and prepared analyses for corporate management.
Mitigated financial discrepancies, auditing quotes, production and material budgets against bank reconciliations.
Provided collaborative oversight in corporate communications to streamline data and information sharing.
Strengthened product branding initiatives and maximized outreach overseeing acquisitions, events and business development.
March 2003 - February 2009
Guffie Cleaning Cramerton, NC
Customer Service Specialist
Assisted customers with making payments or establishing payment plans to bring accounts current.
Documented customer correspondence in CRM to track requests, problems and solutions.
Upheld quality control policies and procedures to increase customer satisfaction.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Processed documentation and troubleshot discrepancies to build client rapport.
Explained benefits, features and recommendations to maximize client retention.
Helped customers open accounts, make deposits, update information and carry out range of routine actions.
Improved customer service wait times to mitigate complaints.
Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Relayed customer feedback to cross-functional teams to improve products and services.
Trained new hires on products and services, best practices and protocols to reduce process gaps.
Organized client contracts, records, reports and agendas to strengthen traceability.
Led team engagement to assist cross-functional departments and achieve goals.
Executed on-time and under-budget project management to resolve complex issues.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Educated customers on special pricing opportunities and company offerings.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Audited customer account information to identify issues and develop solutions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Consulted with customers to resolve service and billing issues.
Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Made outbound calls to obtain account information.
Answered incoming telephone calls to provide store, products and services information.
Answered inbound calls, chats and emails to facilitate customer service.
Reviewed account and service histories to identify trends and resolve issues.
Set up and activated customer accounts.
Answered customer questions and addressed concerns resulting in reduction in customer complaints.
Upheld privacy and security requirements for customer information.
Skills
Cross-Functional Team Management
Performance Improvements
Policy/Program Development
Sales Team Development
Employee Motivation
Financial Statement Review
Problem Anticipation and Resolution
Focus and Follow-Through
Customer Service Management
Budget Control
Business Leadership
Staff Scheduling
Decision Making
Operations Oversight
Finance and Accounting Oversight
Quality Assurance
Records Organization and Management
Mathematical Calculation and Reasoning
Supplier Monitoring
Revenue Forecasting
Performance Assessment
Performance Evaluation and Monitoring
Process Improvements
Administrative Management
Education and Training
Expected in May 2024
Shaw Academy Online
Bookkeeping
Record Keeping
Accounting
May 1995
Clover High School Clover, SC
GED
Computer Programming
Bookkeeping
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