Customer Service Manager

Laura Langley

****.*******@*****.*** 225-***-****

linkedin.com/in/laura-langley-7a7897251

Summary

Highly motivated and experienced Customer Service Manager, with over 20 years of experience in the customer service industry. Skilled in managing teams, providing exceptional customer service, and resolving issues in a timely and efficient manner. Possess excellent communication skills and can easily adapt to new technologies. Ready to apply my skills and experience in a remote work environment to provide excellent service to customers from the comfort of my home office.

Experience

Floor Supervisor

Telequest

Jan 1995 - Mar 1999 (4 years 3 months)

Provided exceptional customer service, addressing customer inquiries, resolving complaints, and ensuring high customer satisfaction levels.

Maintained accurate and detailed records of customer interactions and transactions. Assisted in training new team members on customer service best practices and company policies. Led a team of 50 call center representatives, overseeing daily operations and ensuring achievement of performance targets.

Monitored and evaluated call quality through call monitoring and quality assurance checks, providing regular feedback and coaching to improve individual and team performance. Handled escalated customer inquiries or complaints, resolving issues promptly and effectively to maintain high customer satisfaction levels.

Store Manager

PAPA JOHNS PIZZA

Jan 1998 - Jan 2005 (7 years 1 month)

Store Operations Management accountable for overall management and performance.

Lead and motivated team of employees, including assistant managers, shift leaders, and delivery drivers. Recruited and trained new team members, set performance expectations, scheduling shifts, and conducted regular performance evaluations.

Ensured that customers are taken care of immediately and any issues or complaints handled effectively. Monitored and increased sales performance. Responsible for analyzing sales data, setting sales targets, and implementing strategies to achieve them. Additionally, managed the store's inventory, control costs, and implemented measures to optimize profitability while adhering to budgetary guidelines. Various administrative duties such as maintaining records, managing payroll, processing invoices, and preparing reports on sales, inventory, and Laura Langley - page 1

operational performance.

Skills

customer service • inventory management • management • Customer Relationship Management (CRM)

• Customer Experience • Data Entry

Laura Langley - page 2

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