Customer Service Support

JACKIE COOPER

Florence, KY ***** 859-***-**** *************@*****.***

Professional Summary

Industrious and enthusiastic Manager proven to consistently meet productivity goals and business and customer service objectives. Skillfully works with all employees to enhance performance and improve day-to-day processes. Diplomatic in resolving customer issues to maximize satisfaction and meet targeted service level.

Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results- driven approach.

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

Skills

Strategic planning

Improvement initiatives

Business administration

Business planning

Coaching and mentoring

Verbal and written communication

Sales and marketing

Work History

Manager 10/2014 to 02/2022

Showtime Metal Restoration – Florence, KY

Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.

Maximized performance by monitoring daily activities and mentoring team members. Onboarded new employees with training and new hire documentation. Developed and enforced annual budget requirements and monitored expenditures to mitigate risk of overages.

Prepared annual budgets with controls to prevent overages. Developed and maintained relationships with customers and suppliers through account development.

Evaluated employees' strengths and assigned tasks based upon experience and training. Applied customer feedback to develop process improvements and support long-term business needs.

Evaluated suppliers to maintain tight cost controls and maximize business operational performance.

Accomplished multiple tasks within established timeframes. Maintained store equipment, printers and fax machines. Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Assisted in organizing and overseeing assignments to drive operational excellence. Encouraged departmental employees to present positive, exemplary image to customers. Reduced workflow inconsistencies by recruiting and hiring capable staff members. Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Evaluated employee performance and conveyed constructive feedback to improve skills. Set aggressive targets for employees to drive company success and strengthen motivation. Identified and communicated customer needs to supply chain capacity and quality teams. Communicated best practices among on-site and external personnel to align efforts and goals. Supervised and performed human resource management functions for Number subordinates. Leader of A/P and A/R 03/2000 to 09/2014

DJC Home Mgmt – Florence, KENTUCKY

Molded team and embraced change to adapt within dynamic market. Led team by answering complex customer questions and mentoring personnel one-on-one. Collaborated with team to identify sales trends and implemented initiatives to enhance revenue.

Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition.

Trained employees on Product or Service and assigned duties. Adhered to rigorous standards for customer service, merchandising and operational safety. Initiated timely response to emails, voicemails and written correspondence. Customer Service Representative 10/1986 to 05/1989 Diversified Ophthalmics – Cincinnati, OHIO

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Provided primary customer support to internal and external customers. Responded to customer requests for products, services and company information. Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Updated account information to maintain customer records. Answered product and service questions, suggesting other offerings to attract potential customers.

Offered advice and assistance to customers, paying attention to special needs or wants. Answered customer telephone calls promptly to avoid on-hold wait times. Recommended products to customers, thoroughly explaining details. Recorded account information to open new customer accounts. Promoted available products and services to customers during service, account management and order calls.

Facilitated Type orders and completed accurate to meet aggressive deadlines. Processed Number invoices each weeks and mailed documentation to clients. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Promptly responded to inquiries and requests from prospective customers. Investigated and resolved accounting, service and delivery concerns. Responded proactively and positively to rapid change. Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for Type business.

Followed up with customers about resolved issues to maintain high standards of customer service.

Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.

Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%. Entered orders into Type computer database system. Trained staff on operating procedures and company services. Provided ongoing guest service.

Exhibited high energy and professionalism when dealing with clients and staff. Handled over Number calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services. Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.

Resolved Type issues over phone with Number customers daily. Contacted clients to verify account information and maintain accuracy, resulting in Number% increase in client satisfaction.

Facilitated inter-departmental communication to effectively provide customer support. Education

Diploma : Business 05/1987

Newport High School - Newport, Kentucky

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