Operations Manager Customer Service
Resume:
Lorraine
Dehoff
C u s t o m e r S e r v i c e R e p r e s e n t a t i v e
Work Experience
Operations Manager (Big Lots)
• Responsible for leading, planning, and directing the entire Store Team.
• Accountable for all functional areas of the store, including the financial performance, execution of company initiatives, staffing, inventory control, and compliance with company standards.
• Retained accountability for all aspects of the store but would delegate tasks and operational activities to other leaders and would supervise, inspect, train, and coach those leaders in order to accomplish all goals and tasks set for the store.
• Utilized company reports and tools in order to assess efficiency, analyze trends, and identify opportunities for improvement in store performance.
• Led and supervised all furniture department operations, including furniture sales and sales processes, lease to purchase, price holds, and furniture department merchandising and presentation standards.
• Approved and administered appropriate disciplinary action to associates, including recommendations for termination, in partnership with the other operational and support resources in accordance with the company standards. Operations Manager (Staples)
• Ensured that the store culture embodied Staples values and its commitment to the community.
• Promoted a consultative and customer centric environment primarily focused on small business customer’s needs.
• Led and developed a high-performing team focused on a culture of exceptional service, consultative selling and total solutions.
• Empowered my team to learn, grow, and deliver through teaching, coaching, and inspiring.
• Executed operational responsibilities, such as: planogram integrity, inventory management, and in stock for the customer.
• Drove profitable sales and margin by fostering a sense of urgency in others to achieve their work.
• Assisted in associate development and led a team committed to operational excellence. Customer Service Representative
• Conferred with internal and external customers in order to provide information about products and services, take orders, cancel accounts or obtains details of complaints over the phone, by email, live chat, or other methods of communication.
• Assisted with product and service-related tasks and activities which included order processing, invoicing, researching accounts and order history, handling returns and opening new accounts.
• Kept records of customer interactions and transactions, as well as recorded details of inquiries, complaints, comments, and actions taken.
• Obtained and examined all relevant information to assess validity of complaints and to determine possible causes.
• Conducted outbound outreach phone calls to customers related to the product or service and in follow-up to a customer inquiry.
• Referred unresolved or escalated customer grievances as needed.
adygmj@r.postjobfree.com
74 Barbaras Ct
Pittston, PA 18640
Employment History
Telerx Marketing Inc.
• 11/2014 – 5/2023
- Customer Service Representative
Big Lots
• 7/2005 – 7/2014
- Operations Manager
Staples
• 6/1995 – 3/2005
- Operations Manager
L D
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