Customer Service Manager with Call Center Expertise

Larissa Middleton

Alabaster *****

205-***-**** - *********@*****.*** - WWW: Bold Profile

Professional Summary

Dynamic Customer Service Representative Manager with a proven track record in call center management and workforce planning. Expertise in customer satisfaction measurement and complaint handling, fostering a high-performing team dedicated to exceptional service delivery.

Skills

• Call center management • Workforce planning

• Complaint handling • Customer satisfaction measurement

• Live chat support

Work History

09/1993 to 11/2025 Customer Service Representative Manager Clairmont Chevron – Birmingham, AL

Managed all aspect of the business.

• Hiring and firing of all employees

• All bookkeeping, banking, payroll.

• All order receiving and taking

Maximized sales by creating innovative visual merchandising displays and store layouts.

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• Rotated merchandise and displays to feature new products and promotions. Mentored new hires during their onboarding process, ensuring they were well- equipped to excel in their roles from day one.

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Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.

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Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.

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Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.

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Improved efficiency and accuracy of inventory management by implementing new stock control system.

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Streamlined communication between staff and management, ensuring that all team members were informed of policy changes and promotions.

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Implemented business strategies, increasing revenue, and effectively targeting new markets.

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Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

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03/1983 to 09/1993 Sales Agent

Home Shopping Network – Clearwater, FL

Cultivated strong customer relationships through personalized interactions and effective communication techniques.

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Drove sales growth by presenting product features and benefits clearly to customers during live broadcasts.

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Developed strategic promotional campaigns that increased viewer engagement and boosted sales performance.

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Mentored new sales agents, providing training on product knowledge and effective selling strategies.

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Education

01/1984 No Degree: Physical Therapy

Alabama Chrstian - Birmingham, AL

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