Customer Service Manager
Resume:
Jun ****
S T E V E N A
G O N Z A L E Z
******************@*****.***
Linden, NJ 07036
PROFESSIONAL SUMMARY
Dedicated manager bringing top skills in team leadership, development, and day-to-day management. Exhibit authoritative and fair leadership qualities. Excellent communication and customer service skills.
SKILLS
Customer relations Sales coaching
Oversee operations Reporting and documenting
Staff development Hiring and training
Develop employee knowledge
EXPERIENCE
Field Service Manager, Dish Network, Jan 2019 - Dec 2020, Totowa, NJ Interviewed, hired, and trained various employees and scheduled work loads. Addressed and resolved customer inquiries and complaints and engaged with customers to determine satisfaction levels with products offered. Coached field representatives to improve revenue with stronger selling, cross-selling, and upselling techniques.
Developed employees to improve their product knowledge, increase team value and improve leadership potential.
Evaluated performance of associates and mentored underperforming employees on ways to improve with performance improvement plans. Managed employee performance through disciplining and coaching. Assistant Store Manager, T-Mobile US, Jan 2013 - Sep 2019, NEW YORK, NY Advanced store sales position, restructuring departments and modeling customer service techniques to employees.
Drove single-year sales growth of accessories to 1 Million Dollars, setting new record in the Northeast market.
Examined merchandise to ensure correct prices and displays. Worked closely with managers to create cross-sales opportunities Trained and mentored employees to boost individual and team performance. Planned for upcoming store-wide events impacting sales, supporting store promotions and sales initiatives.
Greeted customers, often by name, and created welcoming environment. Manager, Verizon Wireless Authorized Retailer (Wireless Express), Jan 2005 - Dec 2012, NEW YORK, NY
Supported back office procedures, including hiring and employment processes. Managed performance of team members.
Managed business operations.
EDUCATION
High School Diploma
Harry Van Arsdale Business Vocational H.S. - Brooklyn, NY SG
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