Customer Service Manager

Renita Terry

Summary

Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency. Seasoned customer service specialist with background in providing advice on diverse customer situations.

Highlights

Focused on customer satisfaction

Meticulous attention to detail

Conflict resolution techniques

Talent development

Skilled multi-tasker

Training and development

Scheduling

Deadline-oriented

Accomplishments

Played an instrumental role in increasing customer satisfaction ratings index from 55% to 90% within 3 months as Customer Service Manager.

Reduced staff turnover by 33 %in less thanone year by implementing several well-received team and morale-building programs.

Experience

Customer Service Resolution Supervisor

June 1999 to January 2017

Home Depot - Atlanta, GA

Improved service quality and increased sales by developing a strong knowledge of company's products and services.

Interviewed, hired and trained new quality customer service representatives. Provided detailed monthly departmental reports and updates to senior management. Addressed negative customer feedback immediately.

Routinely prepared and evaluated CRM reports to identify problems and areas for improvement. Effectively communicated with team members to maintain clearly defined expectations. Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.

Resolved customer questions, issues and complaints. Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.

Education

Computers, 1994

Georgia Permiter - Decatur, GA

1984 Presidential Circle, Snellville Ga 30078

Cell: 404-***-**** - **********@*****.***

Customer Service Manager Certificate (CSMC)

Call Center Manager Training Certification

Completed customer service management training

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