Customer Service Assistant Manager

WHITNEY THOMSEN

**** * ******* ****, ** ***** · 480-***-****

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

EXPERIENCE

FEBRUARY 2019 – PRESENT

STORE MANAGER, FEDEX OFFICE

• Responsible for hiring and training of all staff

• Assessing skill levels and developing a plan of action for each employee to drive revenue and build their skills in a high paced environment

• Develop a monthly plan and manage a budget of $60,000+

• Oversees the preparation of financial statements, activity reports, cash flow, and other financial reports, ensuring compliance with regulatory standards

• Works closely with customers to develop viable financial and operational strategic plans by providing great customer service. FedEx slogan is the Purple Promise which is “making every customer experience outstanding”

• Leads the Phoenix East customer experience metric, which includes sending out weekly reports to drive survey results for 15 other locations in the District, with 15 store managers and 100+ team members

• Managing the day to day operations of a high performing store which has been above company level of 96% for the past two quarters

• Helps the District with new marketing ideas on how to build strong relationships with new and existing customers by cross training and following up with other store managers on progress of new clientele with weekly zoom calls and emails.

• Strong staff development skills and leadership ability. Ability to lead a high-performance customer focused team

• Computer proficiency and the ability to quickly learn how to multi-task in a high paced environment to meet customers’ needs with critical deadlines JANUARY 2018 – 2019

STORE ASSISTANT MANAGER, FEDEX OFFICE

• Evaluates the efficiency and productivity of team members in creating positive customer experiences.

• Provides training and development of team members on assigned shifts by monitoring goals and providing feedback

• Interviews job applicants

• Responsible for communication with the store manager and team members on a daily/weekly/monthly goal, performance to plan, key performance metrics, customer issues and company initiatives.

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• Performs all other administrative duties as needed with scheduling, payroll management, training compliance, daily close-out of POS, bidding ordering and receiving supplies and inventory controls.

• Was awarded the Purple Promise Award in 2019. Only ten team members were selected out of 5,000+ employees for being nominated for outstanding customer service.

• Won Presidents club in 2019 for being top ten in the company for sales and ten other metrics by being the best of best with revenue and customer service. JANUARY 2014 – 201

LEAD CONSULTANT, FEDEX OFFICE

• Embraced focus and revenue behaviors

• Committed to meeting deadlines to ensure customer orders are done right and on time.

• Gather, analyze and integrate the most critical information needed to understand problems while resolving customer complaints timely and satisfactorily.

• Solid Microsoft Office and Adobe skills

• Keeps a clean and organized work area=following all company policies, procedures, and business ethics codes.

• Ability to work well under pressure to output high volume, high quality work. EDUCATION

MAY 2008

HIGH SCHOOL DIPLOMA, DESERT RIDGE HIGH SCHOOL

SKILLS

• The ability to communicate at all levels of the

customer; from and executive audience as well

as the ability to talk in detail on a tactical level.

• Excellent customer service attitude and the

ability to interact with customers in a

professional manner.

• Detail orientation, strong analytical skills,

and strong process orientation and analysis

skills.

• Ability to lead a high-performance customer

focused team.

• Computer proficiency and the ability to

quickly learn new technology.

AWARDS AND RECOGNITION

FEDEX OFFICE AWARDS:

July 15 2019, was one of the ten employees over 5,000+ team members in the nation in the company to be awarded the Purple Promise Award for outstanding customer service. Received a certificate and a letter and bonus from the CEO of the company and made the FedEx flash page. 2019 was awarded top ten in the company for winning Presidents club by achieving the top year over year growth in revenue in the company across the nation.

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