Customer Service Manager

J O H N N Y I N N O C E N T

Customer Service Manager

Dallas, Texas **************@*****.*** 561-***-**** Customer Satisfaction Service Leadership Team Management Experienced and driven Customer Service Manager with a proven record of enhancing the customer experience, leading high-performing service teams, and implementing strategies that improve customer loyalty and satisfaction. Known for fostering a customer-first culture, resolving escalated issues, and exceeding service-level targets. Adept at training and mentoring teams to deliver exceptional service in fast-paced, high-volume retail environments. Strong collaborator and communicator, committed to continuous improvement and operational excellence in customer service.

Areas of Expertise

Customer Experience Optimization Conflict Resolution Team Development Cross-Functional Leadership

Customer Retention Strategies Employee Training & Coaching CRM Systems Service Metrics & KPIs

Complaint Management Communication & Interpersonal Skills Policy Implementation Diversity & Inclusion

PROFESSIONAL EXPERIENCE

Walmart Supercenter – North Miami Beach, FL

Customer Service Leader / Co-Manager

Jun 2021 – Present

Championed a customer-centric culture by training and coaching associates on delivering outstanding service and resolving issues with empathy and professionalism.

Directed service operations for a high-traffic location, ensuring fast, friendly, and accurate support across departments.

Reduced customer complaints by 30% through implementation of service quality initiatives and real-time feedback mechanisms.

Partnered with department heads to streamline service workflows and elevate the in-store experience.

Maintained high service standards by auditing team performance, leading recognition programs, and promoting accountability. Walmart Neighborhood Market – Clearwater, FL

Customer Experience Manager

Mar 2020 – Jun 2021

Managed all front-end operations, leading a team of associates and supervisors to deliver top-tier customer support.

Addressed escalated customer concerns and implemented corrective actions, increasing customer satisfaction scores.

Facilitated community engagement programs to build customer loyalty and brand trust.

Conducted ongoing customer service training and mentoring, improving team response time and accuracy.

Walmart – Orlando, FL

Assistant Store Manager (Customer Service & Sales) Aug 2017 – Mar 2020

Oversaw service delivery across multiple departments, including front- end, GM/Consumables, and fashion/home.

Resolved complex customer issues promptly, upholding company policy while maintaining customer satisfaction.

Implemented initiatives that boosted customer feedback scores and improved service efficiency.

ADDITIONAL EXPERIENCE

Store Manager Dollar General – Clearwater, FL

May 2016 – Aug 2017

Focused on creating a service-oriented store culture, recognized for improving customer engagement and issue resolution. Assistant Store Manager (Overnight) Walmart – Multiple Locations Feb 2013 – May 2016

Ensured consistent service quality during off-peak hours, resolving customer and associate concerns promptly.

Early Career Roles:

Zone Merchandise Supervisor, Customer Service Manager, Department Manager, Cashier, Produce Manager, etc.

EDUCATION

Bachelor of Business Administration

South University – Royal Palm Beach, FL Dec 2011

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