Customer Service Manager

SELENNA FIESSLER

***** ** **** ***, *****, FL ***76

Home: 352-***-**** Cell: 352-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Dedicated customer service manager with 10+ years of experience in “big box” retail and non-profit settings; Consistently achieved record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations; Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.

Key Strengths

Customer Service Management; Complaint Handling & Resolution; Retail Operations Management; Customer Satisfaction Enhancement; Front-End Supervision; Sales & Margin Improvement

EDUCATION AND PROFESSIONAL DEVELOPMENT

Bachelor of Science Degree Rasmussen College Ocala, FL

Major: Health Care Management

Associate of Science Degree Webster College Ocala, FL

Major: Business/Legal Emphasis Graduated 1994 GPA 3.5

PROFESSIONAL EXPERIENCE

Stein Mart, Ocala, FL 09/08/2003 - 01/06/2009

Assistant Store Manager: Promoted to Assistant Store Manager from Men’s Department Manager within one year; Excelled as Assistant of Operations and Merchandising Assistant; Oversaw the receiving department, inventory control, visual displays, markdowns, price adjustments, daily audit and verification of banking deposits; Ordered supplies, coordinated RTV’s and MOS’s; Knowledge of Microsoft Office 2007, Excel, Word, Access, PowerPoint, and E-mail; Fluent with hand held scanners and point-of-sale systems; Working knowledge of office equipment, receiving wraps system, and working freight; Supervised 50+ employees on a daily basis and resolved customer service issues

Marion County Senior Services Ocala, FL 04/2002 - 06/30/2003

Thrift Store Manager: Supervised and scheduled 10 volunteers; Responsible for sales, merchandising, creating displays, sales promotions, scheduling pick-ups for donations, and end-of-day cash reports; Knowledge of working for non-profit organizations

Sears Ocala, FL 08/1997 - 02/2002

Replenishment Supervisor: Promoted to Replenishment Supervisor from Sales Associate within two years; Knowledge of receiving with unloading of trucks, stocking, and plan-o-grams

Oversaw pricing markdowns and adjustments; Excelled in Customer Service

Ocala Star Banner Ocala, FL 11/1996 - 05/1997

CSR/Data Entry: Responsible for superior customer service and data entry for the newspaper rack routes; Knowledge of phones, computers, and newspaper sales

AWARDS AND CERTIFICATIONS

Advanced Training for Community Service Operations - Salvation Army; Perfect Attendance Award at Webster College; Most Dedicated Award at Webster College; Top Salesperson Award from Sears in 1999

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