Customer Service Assistant Manager
Resume:
Josh Coleman
Catawba, NC *****
***************@*****.***
Work Experience
Remote Contract
Fls connect-Catawba, NC
October 2024 to Present
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
• Very short term position as a voter contact agent role ending November 4th Assistant Manager
Subway sandwich artist-Denver, NC
April 2015 to Present
• Assisted in the management of daily operations, ensuring smooth and efficient workflow
• Supervised and trained a team of 6 to 8 employees, providing guidance and support to maximize productivity
• Collaborated with the manager to develop strategies for achieving sales targets and improving customer satisfaction
• Conducted regular inventory checks to maintain accurate stock levels and minimize loss due to shrinkage
• Resolved customer complaints or concerns promptly, ensuring high levels of customer service at all times
• Assumed managerial responsibilities in the absence of the manager, overseeing all aspects of operations
• Created training materials and conducted training sessions for new hires on company policies and procedures
• Managed cash handling procedures, including opening/closing registers, preparing deposits, and reconciling discrepancies
• Maintained accurate records of financial transactions including daily sales reports, invoices, receipts etc
• Utilized POS systems effectively to process orders accurately while maintaining a high level of efficiency
• Managed inventory levels, ensuring adequate stock availability while minimizing excess or obsolete items
• Developed and implemented staff training programs to enhance product knowledge and improve customer service skills
• Assisted in the recruitment, selection, and onboarding of new employees, ensuring a smooth transition into the team
Customer Service/Tech Support
DISH Network-Bluefield, WV
May 2014 to August 2014
• Maintained a high level of professionalism and empathy while addressing customer concerns
• Documented all interactions with customers accurately and thoroughly in the CRM system
• Collaborated with cross-functional teams to escalate complex issues for prompt resolution
• Identified recurring customer issues and worked with the product team to implement long-term solutions
• Provided guidance to customers on using software applications or online platforms effectively
• Offered personalized recommendations based on individual needs to enhance the overall customer experience
• Contributed to the development of training materials for new hires in the customer support team
• Resolved billing discrepancies by collaborating with the finance team
• Utilized CRM software to document customer interactions and maintain accurate records for future reference
• Identified opportunities for upselling and cross-selling products based on customer needs and preferences, contributing to an increase in sales revenue
• Collaborated with cross-functional teams including sales, marketing, and operations to address complex customer inquiries or issues
• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in an increase in customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting the department's average response time
• Provided technical support to customers via phone troubleshooting hardware and software issues
• Performed remote diagnostics and troubleshooting to identify network connectivity problems Education
GED
Bluefield WV GED School - Bluefield, WV
March 2012 to April 2012
Skills
• Assistant Manager Experience
• Inventory Control
• Cash Handling
• Supervising Experience
• Training & Development
• Quality Assurance
• POS
• Technical Support
• Software Troubleshooting
• Troubleshooting
• Upselling
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