Customer Service Manager
Resume:
Shannel E. McGowan
Kenmore, WA 98028
Objective:
To use my skills in management, administration and human resources toward further responsibilities in the professional administration field.
Personal:
Team-oriented, highly motivated, management expert with more than 10-years of experience in customer service and personnel management, capable of quickly identifying difficulties and effectively implement solutions.
Qualification Summary:
• 10 years of Customer Service Experience.
• Knowledge about personnel administration in various environments including, retail sales and service processes and military administration.
• Skilled in the direction and development of each individual and team personnel. Responsible for schedule, training as well as motivation of team personnel.
Experience:
Consumer Technical Support, 2008 - Present
Woodinville, WA
PRECOR
Responsibilities Includes:
• Responsible for administration and control of major service accounts and end users.
• Highly Proficient in multiple computer systems (SAP, AGIL, Microsoft Office Suite)
• Interpretation of detailed drawings and mechanical schematics
• Constant customer service in a fast paced environment.
• High volume of phone calls on a consistent basis in a phone queue/ShoreTel Network
Assistant Counter Manager/Beauty Advisor, 2007-2009
Lynwood, WA
Nordstrom & Bare Escentuals
Responsibilities Included:
• Directly responsible for sales goals and personnel administration in a competitive retail environment. This includes management of cash flow and expenditures, protection of corporate assets, promotions and seasonal budget.
• Met and exceeded increasingly aggressive sales targets, including the use of personal forms of communication to attain a higher customer service response.
• Traveled to various locations to assist with the opening of other sites, provided guidance and leadership to staff.
• Received multiple positive customer commendations, top seller award.
Salon Coordinator, 2006 - 2008
Seattle, WA
Bocz Salon
Responsibilities Included:
• Successfully organized appointments between employees and clients.
• Attended phone calls, concluded the nature of calls and assisted callers to the proper department.
• Excellent interpersonal, communication and customer service skills.
• Superb time management skill.
• Purchased, organized and sold retail products.
United States Navy, Military Service, 2000-2007
Master-At-Arms
Responsibilities Included:
• Management, guidance and mentoring of 25 military personnel.
• Maintained a complex shift schedule for 30 patrolmen encompassing three different shifts.
• Investigation of various security and safety violations, submitting detailed reports to ensure prosecution.
• Assisting the Navy Criminal Investigation Service (NCIS) with special operations for theft crimes, personal protection and narcotics surveillance.
• Acted as citation and traffic court supervisor and document reporter, extremely proficient at proofreading contents of investigation reports.
• Proven ability to effectively communicate in complex and highly diverse environments under pressure.
• Monitoring of restricted personnel in a correctional facility.
• 911 Dispatching for emergency situations
• Training officer for general military training and team building exercises.
Computer Skills:
• SAP (Business Management Software Solutions Applications and Services)
• AGIL
• Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
Education:
Yakima Community College, Yakima, WA
Touro University International, Cypress, CA
Qualifications:
United States Government Vehicle Operator Qualifications in:
• Emergency Vehicles, Passenger Vehicles/Van through 15 passengers and Forklift Operator
Military Police Qualifications in:
• PR-24, Side Handle Baton
• Riot Control training agents; OC Pepper Spray and diffusing of hostile situations.
• Qualified expert in small arms and assault weapons, tactical weapons and night fire
• Qualified explosive/narcotics canine handler
General Qualifications:
• Basic Life Support (BLS)
• Basic Firefighter/Damage Control
• Alcohol and Drug Abuse Prevention for Supervisors (ADAMS)
• Work Center Supervisor Leadership Course, Manager
National Agency check (NLC) Security Clearance - Secret Clearance
Military Awards Received:
• Operation Enduring Freedom Medal following deployment to Afghanistan (9/11)
• Good Conduct Award throughout military service
• Junior Sailor of the Quarter FY 05, for outstanding military service
• Patrolman of the Month FY 03, for outstanding performance
• Letter of Appreciation, New Orleans Police Department, for superb assistance in riot control and community protection during Mardi Gras festivities
• Letter of Appreciation, American Cancer Society, for raising over $2,500 in support of the cause.
• Letter of Commendation, Naval Support Attachment New Orleans, for dedication and relief efforts during and after Hurricane Katrina.
Training Completed:
• Teaming to end Sexual Assault/ Extreme Circumstances of Captivity/ Planning for Terrorist Response/ Military Force Protection/ Chemical, Biological and Nuclear Weapons of Mass Destruction/ Critical Incident Stress Management/ Evidence Detection and Preservation/ Anti-Terrorism Level 1 & 2
References available upon request
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