Customer Service Manager

Jose Trana

***** ***** **** *** *******, Miami, Florida 33172

305-***-**** – *******@*****.***

Professional Summary

A professional with experience managing a successful team in providing excellent customer service and enhancing business relationships. With a focus in gathering, analyzing the needs of customers while seamlessly adjusting sales strategy to positively impact the customer experience. Proven ability to lead seamless implementations and deliver solutions improving revenues, margins and workplace productivity.

Experience

Nordstrom – Miami, Florida 2011

Loss Prevention

Gathered and assessed needs from customers, employees and outside associates within a dynamic range of situations that require analytical thinking and extensive problem solving.

Provided coaching of sales associates in proper business etiquette and corporate procedures to streamline and improve the customer service experience.

Documented and maintained accurate records of over 200 employees, time sheets, customer incidents, employee incidents and provided documentation to corporate offices as needed.

Gathered and assessed needs from internal employees; created custom based solutions to resolve unique issues that stemmed from miscommunications between employees, and customers alike.

Performed surveillance of customers and employees to ensure safety and proper business etiquette

Conducted investigations of alleged situations, misdoings or possible fraud/ theft from employees or customers.

Royal Caribbean Cruises – Miami, Florida 2010

Clerk

Coached new employees on procedures, and provided training on job duties and performance requirements.

Processed direct customer concerns and maintained and accurate account of customer needs and suggestions.

Transcribed customer service incidents and complaints accurately and efficiently to positively impact repeat customers.

Actively updated customer information and provided the backbone to new business campaigns and promotions specifically geared towards Royal Caribbean Diamond and Diamond plus members.

Suncoast Bail Bonds 2006 - 2009

Limited Surety Agent / Regional Manager /Owner

Developed streamlined procedures that increased business revenue 300% and eliminated redundancies.

Created automated marketing strategies to break into a relatively closed business model where tradition is the norm.

Performed customer service risk analysis to determine if a customer is a low risk liability.

Performed detailed investigations of fugitives, background and skip tracing to assist law enforcement in locating wanted fugitives.

Managed detailed documentation of sensitive information for our customer database which included: personal information, credit information, bank accounts and property information.

Bookkeeping for daily operations.

Prepared profit/ loss reports and created an annual expense budget for daily operations.

Navis Electrical 2004 –2006

Manager /Owner

Purchasing and sales of electrical supplies and marine equipment.

Accounts receivable /Accounts Payable.

Established business relationships with key suppliers.

Created a web based business.

Maintained logistical needs of suppliers and customers.

Sunshine State Bail Bonds 2001 - 2006

Sunshine State Bail Bonds 2001 - 2006

Regional Manager /Manager

Took over failing business and turned it to a profitable money making business model.

Created a marketing campaign from the ground up to improve business image by providing unparalleled customer service.

Redesigned the business strategy and implemented a plan for ensuring proper customer service, and accurate data management.

Maintained payroll for 10 agents under my direct supervision.

Created a step by step procedure for minimizing all losses to the company while increasing revenue.

Bookkeeping responsibilities for daily operations and prepared operational reports for corporate office.

Education

Miami Dade Community College 1996

Limited Surety Bail

Florida International University

Hospitality Management / Psychology (in-progress) A.A.

Skills

• Extensive computer skills (PC/Mac)

• Accounting Knowledge

• MS Office Proficiency

• Bi-lingual: English / Spanish

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