Customer Service Social Media

Thomas Randle

***************@*****.*** 901-***-****

*** **** *** *** *******, TN 38105

Objective: My objective is to provide impeccable customer service. My goals are to use company best practices, quality standards, and my knowledge of customer service to ensure great customer service.

Education:

●Online DBA (ABD/All But Dissertation)

General Management: Walden University- finished coursework in May 2020

●Online MBA - General Management: Bethel University graduated May 2016

●BBA - Management: LeMoyne-Owen College graduated May 2014

●Master Barber - Jett Barber College graduated August 1996

Major Courses:

●Business Research, Economics, Human Resources Management

●Business Law, International Business, Personal Finance, Group Processes

●Managerial Statistics, Business Ethics, Information Systems, Managerial Finance

Online Courses

●Organizational Behavior, Managerial Accounting

●Organizational Leadership

●Quantitative and Qualitative Analysis

●Organizational Development

●Strategy & Decision-Making

●Relationship management

●Digital media marketing, Communicating using social media, Managerial Marketing

Work Experience:

●Gould’s Salon and Spa/Customer Service- June 2022 - present

-Support the company’s Core Values

-Follow predetermined quality standards to support the company’s value proposition

-Use time management and planning to work effectively and efficiently

-Use active listening to learn and understand customer needs

-Provide quality service and accurate service information to customers

-Always put myself in the customer’s shoes when addressing needs

-Ingratiate customers for following protocol (financial obligations, keeping appointment times, following rules, regulations, and policies, etc.)

-Cultivate a culture of respect to customers

-Show concern, care and attention to customer needs

-Always going over and beyond to satisfy customer needs

-Flexible and adaptable with solving customer problems

-Demonstrate a positive attitude and patience for complaint resolution

-Communicate with customers via phone, email, or text message

-Answer phone calls, schedule appointments, reschedule appointments, show empathy for no-call no-shows, and follow-up on cancellations

●T-randZ Owner/Manager - June 2010 to June 2022

-Used time management to manage myself each day

-Attracted potential customers by answering product or service questions

-Opened and recorded customer account information

-Accept phone calls, schedule appointments, reschedule appointments, and follow-up on cancellations

-Ensured compliance with all federal regulations, state laws, local ordinances, and business policies and procedures

-Resolved product or service problems by clarifying the customer's complaint; determined the cause of the problem; selected and explained the best solution to solve the problem; expedited correction or adjustment; and followed up to ensure resolution.

-Ensured established best practices and quality standards were met

-Analyzed the conversion, customer frequency, and bounce rates

-Opened and Closed business front end operations on time

-Integrated Marketing through traditional and online platforms (social media, face-to-face, TV, Google)

-Established community oriented programs (adopt-a-school, school uniform drive, mentorship, special event giveaways)

Skills

●Superior Customer Service Skills

●Great at Learning Accurate Product or Service Information Using Quality Focus

●Excellent Interpersonal Skills

●Fluent Microsoft Office & Typing Skills

●Documentation skills

●Relationship building skills

●Conflict resolution skills

●Excellent Reading, Writing, and Speaking Skills

●Organized Time Management Skills

●Active Listening Skills (action planning)

●Good Critical Thinking Skills

●Decision-Making Skills

●Analyzing information

Certifications & Training:

●Certification in Digital/Social Media Marketing

●Certification in Claims Adjustment

●License: Barber-Styling

●Valid Driver’s License

Social & Community Involvement:

●Performed 200+ Hours (talking, walking, singing, grooming, and listening to members) of volunteer service with the Adult Center for Alzheimers and Dementia

●Donated 200 lbs of Clothing for Shelby County Schools Uniform Drive

●Organized a Social Media Campaign to Increase Donations for HBCUs

●Donated 30 man hours to the Salvation Army Holiday Donation Drive

●Donated 20 man hours to Omega Psi Phi Middle School “Assault on Illiteracy” Program

Leadership & Award

●Sigma Alpha Pi The National Honor Society of Leadership and Success

Inducted: December 17, 2018

●Delta Mu Delta National Business Honor Society

Inducted: March 1, 2019

●Omega Psi Phi Fraternity Incorporated (Non-profit)

Inducted: July 15, 1989

References:

●Dr. Roderick Richmond: Shelby County Schools 901-***-****

●Dr. Derrick Payne: Payne Dentistry 901-***-****

●Reginald Lester: Memphis Police Department 901-***-****

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