Customer Service Expert, management, hospitality

Summary

Goal-oriented Customer Service Manager with 10+ years of experience in leadership and guest servicing roles. Detail- focused and driven to help employees and customers. Succeeds in meeting and exceeding sales goals. Charming customer service and sales agent skilled in communication and collaboration for best-in-class service. Experience

Beneva Flowers and Plantscapes Sarasota, Florida Customer Service and Sales Manager 03/2017 - 05/2018 Provided superb customer service by leading and motivating the customer service and sales teams. Developed loyal patrons, created customer satisfaction goals, and progressively worked to raise sales. JCPenney Sarasota, Florida

Department Manager 11/2012 - 03/2017

Created and enforced department policies, procedures and standards to establish productivity and quality. Motivated associates to consistently deliver effective selling behaviors through coaching and recognition. Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies. Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty. JCPenney Tampa, Florida

Shift Manager 12/2012 - 01/2017

Planned, organized and monitored resources to deliver efficient use of labor, equipment and product. Supervised employees and oversaw quality compliance with company standards for food and services. Excelled in every store position and regularly backed up front-line staff. Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.

Reduced process bottlenecks by training and coaching employees on practices and procedures. Increased customer satisfaction and grew business by maintaining close relationships with customers. West Corporation Call Center Niles, Ohio

Customer Service Agent / Tech Support Agent 08/2009 - 05/2011 Responded to customer calls and emails to answer questions about products and services. Adhered to company policies and scripts to consistently achieve call-time and quality standards. Placed outbound customer service or customer satisfaction calls to follow up on issues. Achieved high satisfaction rating through proactive one-call resolutions of customer issues. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Lottie Rathburn

813-***-**** ********@**********.*** 27823 Summer Place Dr, Wesley Chapel, FL Skills

Customer service, Communication skills, Guest services, Leadership, Computer literacy, Documentation review, Management

Education

Moore Mickens Education Center and Vocational School Dade City, FL Culinary 05/2005

Completed culinary course and also obtained my food handlers license

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