Customer Service Manager Ii
Resume:
Experience
Area Manager II
Manage 20 associates at a time.
Oversees two different departments, inbound and reverse logistics.
Assists with all safety issues and problem solves through them while writing cases for them
Month over month improvement in DPMO defects shift is usually in first or second place for lowest DMPO score in the building.
Shift consistently runs at a 11 TPH and reaches 110% to LP.
Member of inclusion round table for the network
Member of shift’s Engagement team
Nominee for Customer Experience Champion
ASC chair and presents ASC meetings for FHNs and RT.
INFORMATION SPECIALIST
Family Tree DNA Houston, TX 2021-2022
Provides timely and accurate information professionally to customers, responding to 20 phone calls and 70 emails daily.
Collaborates with team members and management to provide excellent customer service.
Assists with customer’s needs on bug reports and instructions on how to use their computers.
CALL CENTER AGENT
CONNS Houston, TX 2020-2021
Provides personalized customer service responding to needs of individual clients enhancing CONNS brand reputation and client retention.
Collaborates with team members and management reporting customer feedback, comments, and complaints to appropriate departments to further improve customer service.
Reinforces brand loyalty assisting customers with 100% efficiency with the ordering process guaranteeing they go through the process faster.
Provides timely and accurate information professionally to customers, responding to 40 phone calls and 50 emails daily.
Identifies customer needs through open ended questions seizing opportunities to upsell and cross-sell surpassing monthly sales goals by 30%
SOPHIA GILKES
Education
BUSINESS ADMINISTRATION
Texas Southern University
May 2022
ASSOCIATE OF ARTS HIGH HONORS
Houston Community College
2018
Profile
Results-oriented employee with 2+ years of experience in customer engagement, client relations, time management and people managing. Skilled in solving safety issues in the building and assisting associates promote.
Contact
************@*****.***
Austin, TX
linkedin.com/in/sophia-gilkes/
Skills
Customer Service Linux
Kronos
Microsoft Office Suite
Databases
Invoicing Software
Organizational Change
Learning and Development Design
Requirements Documentation
Managing Multiple Calendars
Client Relations
Interpersonal Skills
Customer Service
Time Management
MyTime
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