Customer Service Operations Manager

Contact

850-***-**** (Home)

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

www.linkedin.com/in/billi-

hoover-4488ab9b (LinkedIn)

Top Skills

Pharmacy

Inventory Management

Management

Languages

English

Certifications

Mazda

Hyundai

Toyota

Dealer socket

Chevrolet/ GMC

Billi Hoover

Open to new opportunities

Destin/Fort Walton Beach, Florida Area

Summary

"Change is the law of life; those who look only to the past or present are certain to miss the future."

—John Fitzgerald Kennedy—

Highly enthusiastic, people-focused, and talented professional powered with extensive background in providing high-caliber customer service excellence in accommodating the needs of the business. Relationship management skills with an ability to manage customer centric operations, ensuring customer satisfaction by achieving delivery & service quality norms. Combines exceptional service values to meet customer needs, drive engagement, generate trust and loyalty, and increase lifetime customer value and brand reputation.

Excellent communication and people management skills with ability to motivate team members, successfully manage multiple priorities, and perform under pressure in a fast-paced, rapidly changing environment. Exceptional temperament to multi-task and coordinate various activities under high pressure and time constraints. Analytical abilities and creativity to build up competitive advantage and contribute to the growth of the business. MS Word; MS PowerPoint; MS Publisher; MS Excel; Calyx.

• Customer Service

• Service Advocacy

• Store Operations

• Relationship Management

• Service Quality Standards

• Problem Solving

• Process Improvement

• Training & Development

• Strong Interpersonal Skills

•. Merchandising

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Experience

Toyoya of Fort Walton Beach

Toyota Pro Sales Consultant

August 2017 - Present

Fort Walton Beach, FL, United States

1st yr selling hit pro status

Toyota of Fort Walton Beach

Sales Consultant

August 2017 - Present

Destin/Fort Walton Beach, Florida Area

Hyundai Motor America

Professional Sales/ BDC Manager

February 2017 - September 2017 (8 months)

3983 N Gloster St

Sales, Working with vinsolutions connect, ActivEngaged chats, KEYper system, Provision

Vera Bradley

Operations Manager

October 2016 - February 2017 (5 months)

Miramar Beach, Florida

Talbots

Assistant Operations Manager

July 2016 - October 2016 (4 months)

Destin/Fort Walton Beach, Florida Area

CVS Health

Store Training Manager

August 2008 - April 2016 (7 years 9 months)

Racetrack Road, Fort Walton Beach Fl.

Led P&L operations, brand development and training initiatives for 3 stores across the district.

Supervised merchandizing plans and promotions within the store, which were established by management.

Accountable for handling cash, sales and stock reports as a part of daily closings.

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Helped build a retail culture committed to unparalleled customer service and constant improvement while training all store associates and new recruits on new system roll outs.

Assisted in the development of customer-centric attitudes and behaviors, and competencies of store leadership team through daily on the floor observation and coaching.

Access on Morgage

Mortgage Loan Officer: Loan Originator

January 2006 - August 2008 (2 years 8 months)

Miramar Beach, Florida

Originated and processed mortgage loans from mortgage applications. Researched and presented multiple loan options for potential borrowers.

Worked closely with team members to ensure timely follow up on all new leads generated by referrals and marketing programs.

Handled the tasks of communicating with applicants and branches for providing timely updates and progress reports

Maintained high levels of customer service as well as managed the expectations of applicant's and support staff.

Expedited the processing of various loan documents and ensure compliance with policies, procedures and guidelines.

Accent on Morgages

Senior Loan Originator/Training Coordinator

June 1999 - December 2005 (6 years 7 months)

Lewistown, Pennsylvania

Senior Loan Originator/Training Coordinator: Prospected new mortgage lending opportunities. Developed and maintained successful relationships with business referral sources.

Communicated with and advised clients and partners during various stages of the loan process

Ensured exceptional client experience by overseeing loan process from origination through closing.

Utilized training materials, reference tools, and other resources to provide accurate up-to-date loan program / policy information to clients and partners.

Served as product specialist, mentor and trainer for new hires. Participated in planning and conducting mortgage loan seminars that would target specific markets.

Achieved and maintained top position among ten company loan originators. Closed the highest number of loans in 5 years.

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Aldi Food Store

Store Manager

July 1995 - June 1999 (4 years)

Burnham, Pennsylvania

Achieved highest level of net sales revenue when statistics were run with forty stores

within division.

Maintained this for each year of my employment. Planned, organized, and allocated

work for all employees.

Monitored sales and inventory to insure that all corporate revenue goals were met.

Responsible for inventory control and determination of required replacement inventory to

insure high customer demand was met.

Coordinated workload of warehouse and trucking personnel in the arrangement of

shipments of orders via company owned fleet and common carriers.

Insured all account receivables balance daily and made deposits. Education

Penn State University

Accounting and Business/Management · (1992 - 1994) Page 4 of 4

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