Customer Service Assistant Manager

Theresa Wright

Winston-Salem, NC

*********@*****.*** 336-***-****

Summary

Versatile leadership professional with over 10 years of experience managing customer service teams, call centers, and retail operations. Proven track record in hiring, training, and performance optimization. Strong planning, problem-solving, and multi-tasking abilities with expertise in CRM systems, Microsoft Office, and process improvement strategies.

Professional Experience

Wholesale Customer Service Manager

CTW Home Collection – Greensboro, NC

May 2022 – Present

Lead and develop customer service team; oversee hiring, training, and goal setting.

Manage budgets, analyze team performance, and enhance customer experience strategies.

Collaborate cross-functionally to resolve customer issues and improve policies.

Assistant Manager

Massage Envy – Winston-Salem, NC

May 2021 – May 2022

Led clinic staff to meet operational and customer service goals.

Trained and coached front-desk employees on appointment scheduling and membership sales.

Maintained a professional, customer-focused environment.

Sales Manager – Kendra Scott

Dillard's, Inc. – Winston-Salem, NC

Oct 2019 – May 2021

Built strong client relationships and exceeded sales targets.

Led outreach initiatives and leveraged Salesforce to track sales efforts.

Assistant Manager

Buckle, Inc. – Winston-Salem, NC

Oct 2019 – Oct 2020

Managed a team of 11; exceeded sales goals by 15%.

Handled recruiting, visual merchandising, and daily operations.

Team Leader

Randstad/Alight – Winston-Salem, NC

Jul 2018 – Jan 2019

Supervised contact center staff; tracked KPIs and performance metrics.

Ensured compliance with HIPAA and trained new hires.

Call Center Manager & Business Development Assistant Manager

Campers Inn – Mocksville, NC

May 2016 – Dec 2017

Developed operational strategies, implemented quality assurance processes, and managed budgets.

Recruited, trained, and evaluated staff performance; led system upgrades and performance reporting.

Education & Certifications

Sales Training – Sobel University

Sales Management – SPADER Business Management

Six Sigma Yellow Belt – Greensboro, NC

Microsoft Excel – Forsyth Technical Community College

Fair Debt Collection Practices Act & Telephone Collection Techniques – ACA

Business Development Management Training – Proactive Dealer Solutions

High School Diploma or GED

Skills

Leadership & Team Management

Customer Service & Relationship Management

CRM (Salesforce,Sage), Microsoft Excel

Hiring, Training & Development

Call Center & Contact Center Operations

Process Improvement (Six Sigma)

Sales & Business Development

Recruiting, Merchandising, and Budget Management

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