Customer Support Specialist

Maria Blevins

812-***-**** ********@*****.*** Memphis, IN 47143

SUMMARY

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. SKILLS

Team Leadership

Project Management

Verbal and Written Communication Skilled

Contract Development

Staff Management

Customer Relations Management

Accounts Payable

Accounts Receivable

Communication with Others

Proficient in problem solving

Positive Work Attitude

Eager to Learn and Develop

Proficient in Conflict and Issue Resolution

Inbound and Outbound Calling

Customer Support

Calm and Professional Under Pressure

Building Customer Trust and Loyalty

Creative Problem Solving

Efficient and Detail-Oriented

Multitasking and Prioritization

Understanding Customer Needs

EXPERIENCE

Assistant Manager, McDonald's, March 2004-Current

Sellersburg, IN

Organized schedules, workflows and shift coverage to meet expected business demands. Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies. Delegated daily tasks to team members to optimize group productivity. Collaborated with store manager to develop strategies for achieving sales and profit goals. Enforced company policies and procedures to strengthen operational standards across departments.

Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.

Directed and led employees, supervising activities to drive productivity and efficiency. Coached team members and delivered constructive feedback to promote better productivity and build confidence.

Completed inventory audits to identify losses and project demand. Delegated tasks to team members based upon skill level and to achieve organizational goals. Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.

Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.

Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.

Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies. Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.

Assisted with developing and implementing marketing strategies to improve sales and profitability.

Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity.

Led employee performance evaluations and rewarded top performers to retain quality personnel.

Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Resolved customer inquiries and complaints requiring management-level escalation. Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Delegated work to staff, setting priorities and goals. Recruited and trained new employees to meet job requirements. Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Reviewed completed work to verify consistency, quality and conformance. Assigned work and monitored performance of project personnel. Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.

Interviewed prospective employees and provided input to HR on hiring decisions. Mediated conflicts between employees and facilitated effective resolutions to disputes. Evaluated individual and team business performance and identified opportunities for improvement.

Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.

Produced thorough, accurate and timely reports of project activities. Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Analyzed business performance data and forecasted business results for upper management. Planned and led team meetings to review business results and communicate new and ongoing priorities.

Organized team activities to build camaraderie and foster pleasant workplace culture. Proposed or approved modifications to project plans. Assistant Manager, Long John Silver's, June 2002-March 2004 Corydon, IN

Organized schedules, workflows and shift coverage to meet expected business demands. Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies. Delegated daily tasks to team members to optimize group productivity. Collaborated with store manager to develop strategies for achieving sales and profit goals. Enforced company policies and procedures to strengthen operational standards across departments.

Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.

Directed and led employees, supervising activities to drive productivity and efficiency. Completed inventory audits to identify losses and project demand. Delegated tasks to team members based upon skill level and to achieve organizational goals. Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.

Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.

Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity.

Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Resolved customer inquiries and complaints requiring management-level escalation. Delegated work to staff, setting priorities and goals. Recruited and trained new employees to meet job requirements. Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Mediated conflicts between employees and facilitated effective resolutions to disputes. Customer Service Associate, Hhgregg, July 2001-May 2002 Clarksville, IN

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.

Addressed inquiries, resolved customer issues and managed customer relations. Consulted with customers regarding needs and addressed concerns. Followed policies and procedures to meet or exceed established performance requirements. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.

Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.

Met and exceeded productivity targets by handling every interaction with top-notch customer service.

Maintained customer privacy and protected company operations by keeping information private and confidential.

Upheld quality control policies and procedures to increase customer satisfaction. Assisted customers with making payments or establishing payment plans to bring accounts current.

Operated multi-line phone system and online messaging system to communicate with customers.

Organized client contracts, records and reports to strengthen traceability. Teacher's Assistant, Adams County Christian School, August 1993-May 2002 Cherry Fork, OH

Assisted teachers with instruction and provided clerical support for diverse needs. Adapted teaching methods and materials to meet students' varying needs and interests. Tutored and assisted children individually and in small groups to help master assignments and reinforce learning concepts.

Prepared lesson materials, bulletin board displays, exhibits and demonstrations to assist teachers in classroom preparation.

Monitored students in class, hallways and cafeteria to enforce school rules. Graded assignments and tests and documented results into filing systems. Used lectures, discussions, or supervised role-playing methods to present subject matter to students under direction and guidance of teachers. Supervised children and participated with children in activities. Established positive relationships with students, parents, fellow teachers and school administrators.

Assisted teachers with lesson preparation and curriculum implementation. Helped teachers with material generation, lesson plan development, class preparation, scheduling, exam distribution and student mentoring. Helped students master learning concepts through one-on-one and small group tutoring. Handled clerical duties, managed classrooms and coordinated documents for teachers. Distributed and collected tests and homework to prepare for grading by head teacher. EDUCATION AND TRAINING

Completed Coursework Toward Medical Coding, Southern State Community College, Fincastle, OH

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