Customer Service Operations Manager
Resume:
Francis Martel
Lisbon, CT ***** • +1-860-***-**** • *********@***.*** • WWW: Online Digital Resume
Professional Summary
Determined [Job Title] with success boosting productivity and streamlining procedures for organizations. Focused on smoothly overseeing financial, personnel and operational facets. Expertly balanced targets with resources and optimized long-term success. Skills
Sales Planning
Customer Service
Process Improvement
Work Planning and Prioritization
Annual Planning
Budgeting and Cost Control
Staff Management
Integrity and Transparency
Employee Training
Incident Response
Issue Resolution
Employee Motivation and Performance
Verbal and Written Communication
Attention to Detail
Work History
Business Owner, 02/2000 to 09/2022
Francis D Martel Jr – Norwich, Connecticut
Consulted with customers to assess needs and propose optimal solutions. Trained and motivated employees to perform daily business functions. Put together realistic budgets based upon costs and fees for successfully operating business. Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
Office Support Staff Member, 04/2007 to 07/2009
Candels Consulting – Niantic, CT
Completed clerical tasks such as filing, copying and distributing mail. Welcomed office visitors and alerted staff to arrivals of scheduled appointments. Executed record filing system to improve document organization and management. Interacted with customers by phone, email or in-person to provide information. Operations Manager, 01/1998 to 08/2000
Staples Office Supply – Old Saybrook, CT
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines. Identified and resolved unauthorized, unsafe or ineffective practices. Set, enforced and optimized internal policies to maintain responsiveness to demands. Devised processes to boost long-term business success and increase profit levels. Trained new employees on proper protocols and customer service standards. Assisted in recruiting, hiring and training of team members. Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Trained and guided team members to maintain high productivity and performance metrics. Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Scheduled employees for [Timeframe] shifts, taking into account customer traffic and employee strengths.
Promoted positive customer experience through day-to-day supervision and management of
[Type] facility.
Education
High School Diploma: 05/1982
Mexico High School - Mexico, ME
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