Customer Service Manager

Erika Robles

Auburn, WA ***** 253-***-**** *************@*****.***

Summary

Skilled Service Manager with a focus on the ultimate customer service experience. This is accomplished through effective and frequent communication with clients, vendors, and colleagues. Organization, delegation, relationship-building, administrative expertise, training, and mentoring of new employees are skills I have gained throughout the past ten years as a manager.

Experience

TEAM MEMBER MCDONALDS DECEMBER 2019-PRESENT

·Pack and scan completed orders for accurate shipment to final destinations, requiring detailed attention for accuracy.

·Clean and organize work areas regularly to keep to eliminate establishment safety concerns.

·Contribute regularly to team safety and productivity by removing safety hazards and keeping areas neat and well-stocked.

·Clean and sanitize work areas between runs to maintain equipment sanitation.

·Organize work areas after each shift to promote a clean and safe working environment.

SHIFT MANAGER MCDONALDS SEPTEMBER 2017-PRESENT

·Keep a professional attitude and communicate effectively among the team to promote employee satisfaction and engagement.

·Delegate, manage and mentor all staff members.

·Train, assist, and motivate new and existing employees to avoid disruptions and delays in services to our clients.

·Cross-train in all establishment areas to prepare and maximize operational knowledge.

·Create and maintain a positive working environment to increase productivity and meet business and customer needs.

·Prepare and process daily reports to assess performance and make informed decisions about needed adjustments.

·Uphold company compliance and standards required to reduce safety risks to all establishment visitors.

·Assure accuracy among employee hours, inventory, and sales receipts.

·Forecasted trends in expected business levels and adjusted labor and inventory to match expectations.

HOUSE MAID TOP NOTCH CLEANING SERVICE AUGUST 2018-PRESENT

·Verify, organize, and restock supplies levels for efficient use based on expected customer needs.

·Request maintenance orders to fix non-working equipment and address any room damage.

·Maintain exceptional guest satisfaction by working closely with management and reporting feedback from customers.

·Provide detailed and timely cleaning services while working in a fast-paced environment.

·Assist with the cleanliness of vacant rooms by deep cleaning, changing linens, restocking inventory and removing trash.

·Provide additional services to rooms and areas which need further sanitation

·Follow proper handling procedures for chemical cleaners and power equipment to prevent damage to education and training floor and fixtures.

·Used adequate cleaning products for sanitizing of bathrooms and kitchens to reduce the spread of illnesses.

·Manage client laundry with proper care, attention, and integrity to eliminate damage of linens and articles of clothing.

·Change and launder sheets, removing stains by using stain remover cleaner to restore all linens to pristine condition.

·Swept and damp-mopped private stairways and hallways.

·Collect trash from receptacles and surfaces, discreetly removing items for disposal.

·Remove all trash from guest rooms, including emptying wastebaskets and properly disposing of all soiled linen.

·Dusted and vacuumed 12 assigned rooms, wiped baseboards, removed scuff marks and cleaned mirrors, toilets, sinks, showers, tubs and marble floors daily.

·Provide detailed and timely cleaning services while working in fast-paced environment with multiple

·interruptions.

CUSTOMER SERVICE MANAGER CARPET LOVER’S MANAGER JUNE 1999-2008

·Organized and managed hiring, training, and employee scheduling to maximize productivity.

·Trained new hires on relationship building, sales processes, protocols, product knowledge

·Increased employee productivity by establishing and monitoring customer care performance indicators service level metrics and goal achievement.

·Created training manuals targeted at resolving customer issues.

·Developed open and professional relationships with team members to improve customer service.

·Drove quality customer experiences by leading retention strategy development and conflict resolution to improve outcomes.

·Automated contact management system to maintain efficient client organization.

·Helped customers work within established systems to achieve desired results and maintain company loyalty.

·Evaluated customer account information to assess potential issues and provide a solution.

·Collected customer feedback and recommended procedural or product changes to enhance future service delivery.

Education

NORTH HIGH SCHOOL JUNE 2001 TORRANCE, CALIFORNIA

Skills & Abilities

·Bilingual (Spanish and English)

·Strong and effective communication

·Excellent customer service

·Talent development

·Poised under pressure

·Adapt quickly to changing environments

·Exceptional organizational abilities

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