Customer Service Operations Manager
Resume:
Marietta Massa
SUMMARY
Results - Oriented Team Leader With over 15 Years Experience Driving Improvements to Impact Success in the Customer Service Industry.
Committed to Continuous Improvement and Impacting Team Success.
Compassionate Operations Manager motivated to positively impact program operations and participant success with diligent support.
Well-trained in various areas of operations with dedication to continuously enhancing strategies and optimizing assistance.
Highly organized and hardworking with strong attention to detail. Attentive Intake Analyst with years' of experience managing assessment tasks for new clients.
Hardworking, well-organized and proficient in providing detailed information to assist clients during the intake process.
EXPERIENCE
Bobb's Automotive - Intake Analyst
Columbus, OH • 07/2020 - Current
Ability to maintain strict confidentiality handling legal documents associated with bankruptcy and other personal information
Effective time management skills with attention to detail resulting in increased leads and proven sales
Expand sustainable relationships and trust with customer accounts through open and interactive communication
Meet personal/customer service team sales targets and call handling quotas often passing quotas on a weekly basis
Manage customer complaints, provide appropriate resolutions and alternatives within the expected time limits
Engage customers to ensure resolution meets customers expectations
Maintain records of customer interactions, process customer accounts and file documentation
Follow communication procedures, guidelines and policies
Issue, gather and inspect intake forms to confirm correct data related to signatures and personal information
Regis Corporation - Stylist
Columbus, Ohio • 01/2012 - 07/2020
Maintain calendars; schedule and coordinate appointments
Maintain accurate records and logs
Order, receive, inspect, and store equipment, merchandise, commodities, materials, and supplies
Deliver presentations; stand up training, and instructions to staff, management, clients, and the general public
Operate and maintain a salon.
M&T Freightways - Executive Director
Columbus, Ohio • 01/2008 - 07/2020
Establish strategic direction and goals to accomplish organizational objectives
Maintain accountability for operational and fiscal integrity, effectively managing designated budget
Bid and obtain jobs to transport various materials
Manage all load pick-ups and drop off
Coordinate schedules with trucking staff and clients
Manage staff of truck drivers
Handle payroll and other bookkeeping requirements
Strictly Urban Fashions Clothing Store - Chief Operations Manager
Columbus, Ohio • 01/2004 - 01/2008
Buyer/Seller of fashion clothing in a retail store
Maintaining of security requirements
Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Motivated team members and devised strategies to improve workflow.
Established company goals, policies and procedures, monitoring progress and results.
REFERENCES
References available upon request
CONTACT
****************@*****.***
Dublin, Ohio 43017
SKILLS
Excellent verbal and written communication skills
Superior organization and multitasking capabilities
Goal-driven, problem solver
Comfortable working autonomously, remotely, and face to face
Professional, confident, outgoing demeanor
Ability to maintain strict confidentiality, and exercise good judgment
Effective time management skills and high attention to detail
Manage large amounts of incoming calls
Application Processes and Assessments
Conflict Mediation and Empathic Communication
Research and Analysis
Records Management and Maintenance
Microsoft Office, Microsoft Excel, and Microsoft Word
EDUCATION AND TRAINING
Lisenced Cosmetologist
Regency Beauty Institute
Columbus Ohio • 01/2012
Licensed Cosmetologist by the Ohio
.
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