Customer Service Sales
Resume:
Denita M. Murphy
Douglasville, GA 30135
******.******@*****.***
Professional Interests and Qualifications Summary:
A career in the service industry that allows for a feeling of achievement, responsibility, enjoyment and earned recognition. Good communication skills, retaining customers with effective resolutions to inquires complaints, suggestions and compliments being reported. Proficient in planning, problem solving, budgeting, employee training and motivation; adherence to and enforcement of company standards and policies; providing good customer service.
Work History Experience
Adesa, INC March, 2008 – December 2009
Remarketing Dealer Services Supervisor - responsible for supervising a team of call center representatives for both inbound and outbound calls assisting RPM dealers on sites built and hosted by ADESA. Managed team representatives to ensure completion of required daily tasks such as processing daily sales for all vehicles sold for two different brand customer accounts, reporting daily and weekly sales to upper management within Adesa company and to both brand specific corporate offices for review, monitored and reported call center activity, dealer registrations, title processing and collections on outstanding payments for vehicles purchased, basic administrative and clerical functions. Effectively handled scheduling for call center representatives to maintain efficient coverage of office operations and processing, call center hours, vacations and holiday coverage. Along with reporting team hours worked for payroll handling and administered any disciplinary actions needed with the team within HR company guidelines.
Sybaris Pool Suites Hotel October, 2006 – March 2008
Office Manager –in charge of front desk staff team to assure proper customer service for all guest checking in/out of pool suites and answering all incoming calls for reservations sales made for customer afternoon and overnight getaway stays, appropriate phone etiquette being displayed using the 1, 2, 3 of sales method used, providing all customers detailed information about what Sybaris Pool Suites has to offer and making the sale of all reservations made, retail and gift certificates sales that are being offered to be sold to increase revenue for Indianapolis property. Also responsible for all daily deposits of all income received for a weekly $50,000.00 sales goal, also responsible for department scheduling and payroll. Assist General Manager in managing housekeeping and maintenance staff on daily basis in completing job duties assigned, maintaining property, appearance and quality of rooms and pool maintenance in all suites.
ATA Airlines (American Trans Air) May, 2001 – March, 2006
Customer Relations Representative Mgr – Answering incoming customer calls in a multi-line call center setting. Responding on behalf of airline to all written correspondence received by US mail, email or letters faxed to CEO and airline. Effectively assisted customers that needed changes to reservations prior to travel, during delayed flights and after travel had been completed. Addressed concerns and suggested issues that may arise during customer’s in-flight travel and or after a flight has been completed, filed complaints on customer’s behalf for unsatisfactory experiences occurred. Department training with new hires and changes within the area, effective training on call handling skills when speaking with customers, department coding complaints and airline guidelines with new employees hired within the Customer Relations Department.
Meijer Stores, Inc Indianapolis , IN February, 1991 – May, 2001
Service Area Team Leader -responsible for more than 150 cashiers and utility workers (baggers) as a 48 hour salaried team leader, mentoring two 40 hour Service Team Leaders and one System Team Leader. Leadership responsibilities includes providing quality results in customer service, scheduling, supply and cash control expenses, hiring and training all front end team members. Held several leadership roles at Meijer Inc during 10 year career with company such as Lead Cashier/Schedule Coordinator - responsibilities included customer relations, floor management, and schedule writing for 150 cashiers and baggers. 1991-1992 in Huber Heights, Ohio promoted to a Service Area Team Leader 1992-1994 in Dayton, Ohio & 1998 – 2001 in Indianapolis, In Systems Team Leader-responsible for maintaining pricing integrity for over 10,000 items sold in Meijer stores, liaison with corporate office for pricing, signage and MRS files for each department, and electronic file maintenance of the store. Leadership responsibilities included the supervision of seven team members, mentoring newly promoted System Team Leaders, traveling to complete training for all systems departments for new store openings within the region, communication with Store Directors on department store price changes being done effectively, service levels, and vendor relationships with NCR, Optimal, Spectra-Link, Catalina Coupons and Musak. 1994-1998.
Lamar Outdoor Advertising Dayton, Ohio 1989 to 1991
Secretary - responsibilities included weekly payroll for staff employed, filing insurance claims and workmen’s compensation, typing letters and proposals for 13 account executives, using word processing data system and answering all calls through switchboard operations.
Educational Background
Yellow Springs High School – Yellow Springs, Ohio Graduated/Received Diploma 1983
References: Available upon request
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