Customer Service Manager

CARLTON FORREST

**** ****** **. ***. *, Lancaster, PA 17601

717-***-**** • **************@*****.***

OBJECTIVE

A customer service or sales related position where I will utilize my supervisory experience, superior communication skills, and my strong work ethic to grow the level of customer satisfaction for the company’s internal and external customers.

EXPERIENCE

General Manager : Modern Furniture and Mattress Outlet, Leola, PA 2010-Present

Staff and train retail staff. Design and update the retail layout of the store. Integrate point of service systems that increase the efficiency of the operations of the store. Developed marketing materials and promotional campaigns that increased store traffic by 20% in a 3 months period. Responsible for all company financial transactions.

• Served as a buyer for the 2010 fall Highpoint Furniture Market Place in NC.

Night Manager: Canadianna Inn, Ronks, PA 2008-2010

Supervised the evening hospitality and maintenance staff. Audited daily receipts. Maintained payroll. Increased the level of customer satisfaction.

Contact Center Supervisor: Sight and Sound Theatres, Ronks, PA 2007-2008

Supervised 36 customer service agents in an inbound and outbound call center environment. Developed and maintain metrics to measure agent efficiency and customer satisfaction. Resolved any customer service issues escalated to me by the agents.

• Served on 6-member team that developed procedures to improve employee safety and decrease company liability exposure.

• Trained staff in company procedures and proprietary programs for corporate expansion project in Branson, MS.

Mid-Western Customer Service Accounts Rep.: Kohler Corp., Bristol, PA 2004-2006

Managed customer service related issues for retailers and wholesalers. Provided technical support to customers. Performed timely and accurate order entry. Provided follow up and upselling services for the field sales reps.

• Awarded employee of the month award.

EDUCATION

Philadelphia Theological Seminary, Philadelphia, PA.

North Carolina Central University, Durham, NC.

LICENSES

PA Life, Health and Accident producers License

Skills

SAP computer applications, Beginner level.

Verbal De-escalation Techniques, Expert Level.

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References Available Upon Request

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