Customer Service Manager
Resume:
Melony Herrera Gruebmeyer
Keller, TX 76244
817-***-**** (mobile)
**************@*****.***
PROFILE
Proven, top performing, highly motivated Office Manager / Sales Associate / Senior Customer Service Representative (CSR) with a special talent for providing high quality customer service to a large executive client base. Strong CSR experience, growing from CSR to Sr. CSR, then promoted to a selling Center Manager for a busy Corporate Office Leasing company. Exceptional success establishing a genuine rapport with prospects and clients, maintaining long-term relationships and gathering excellent referrals/leads. Strong verbal and written communication abilities, including the training/mentoring of staff. Excellent work ethic, energetic, enthusiastic, and passionately driven to succeed.
EXPERIENCE
Regus International Group, LLC (International Corporate Office Leasing Company) July 2007 – May 2012
Center Manager / Sales Associate (June 2010 – May 2012)
Achievements:
• Multiple winner of quarterly bonus program, most recently Q4 2011 and Q1 2012. Bonuses are calculated based on three criteria; P&L management, Occupancy/Client Retention, and feedback from Customer Satisfaction Surveys. Achieved 97%+ in these areas to hit max bonus for several quarters while in this role.
• Successfully managed a complete remodel project for the large Corporate Office Leasing Center, maintaining customer satisfaction. Worked extensively with contract vendors and achieved tight deadlines.
• Coordinated and fully implemented a new Cisco VoIP phone system, migrating away from a PBX system. Managed migration of 60+ businesses with 200+ extensions through this implementation; trained staff, executives, and business owners on new features and functionality.
Responsibilities:
• Efficiently manage a very busy corporate office leasing facility, consisting of 60+ businesses working
on-site in the Center each day, and 250+ virtual office clients who would book day offices, receive mail, require reception services, conference room booking/services, video conference set-up/administration, catering, and countless other administrative tasks. Work with several software applications to track activity.
• Ensure the customer experience is exceptional throughout every part of the business center, overseeing the center team, and delivering an exceptional customer experience by professionally greeting clients, demonstrating superior hospitality, communicating clearly and professionally.
• Direct the day-to-day workflow in the Center by overseeing, prioritizing, and delegating to Center staff in order to meet deadlines and service levels. Lead a team of two Customer Service Representatives; mentoring, training, setting goals on a daily, weekly, monthly, and quarterly basis. Responsible for hiring, firing, performance reviews, disciplinary action, interfacing with HR, and team development.
• Build strong relationships with clients, increasing revenue for the Center through renewals and expansions, and suggestive selling of services to client base.
• Serve as a resource in assisting clients within the Center; whether performing complex administrative tasks and projects, showing a client to a meeting room, preparing their new office for move-in, troubleshooting technical issues, programming phones, serve as a liaison between clients and their customers or guests, delegating projects to Center staff, and following up to make sure clients were 100% satisfied.
• Sales Management / Business Development for the Center, generating leads for new business prospects, interacting with brokers, attending networking functions, following up on incoming request via corporate website, meeting with new clients and giving tours of the Center, assessing client goals/needs/expectations, sell service offerings, negotiate monthly leasing rates, close the deal, and provide post sales support.
Senior Customer Service Representative - CSR II (August 2008 – June 2010)
Achievements:
• Recognized by the Corporate Training Department for successfully training new Center team members.
• On a consistent basis, the Center Manager received Client Appreciation emails and Excellent Customer Satisfaction Surveys recognizing stellar performance on specific projects, customer interfacing, and completed administrative tasks.
Responsibilities:
• Ensure that the customer experience is exceptional throughout the entire Center, creating the WOW factor, which assist in attracting new clients and retaining existing clients.
• Serve as the first point of contract for all clients and visitors entering the Center, providing professional and friendly service and delivering a “second to none” first impression.
• Contribute to the overall revenue of the Center by identifying opportunities, actively up-selling/cross-selling products and services offered by the company.
• Successfully track all service charges, including check-in and check-out of meeting rooms and day offices, captured and entered into the POS billing system on a daily basis.
• Serve as an extension for clients, providing comprehensive administrative support, including; mail delivery, reception services, sending packages/overnight deliveries, ordering supplies, booking meeting rooms and preparing meeting rooms. Work with several software applications to track activity.
• Provide a top quality image of the Center through consistently smiling, professionally greeting clients, communicating clearly and effectively, and taking pride in the appearance of the Center.
Customer Service Representative - CSR I (July 2007 – August 2008)
Achievements:
• Promoted from Junior CSR to Senior CSR in one year’s time, when company average is 2 years.
• Recognized multiple times by Center clients for exceptional service and professionalism dealing with their customers who could be hostel, therefore possessing a strong ability to diffuse situations that could be considered as high stress.
Responsibilities:
• Act as the first point-of-contact for all clients and visitors of the Center, providing professional and friendly service as well as delivering an exceptional first impression for the company and for all of the clients.
• Serve as the primary resource in assisting clients with anything they might need, including; administrative services, copy machine assistance, preparing offices for move-in, moving furniture, providing a beverage.
• Deliver excellent customer service that exceeds the expectations of clients, prospects, and vendors.
• Assist with attracting new customers and retaining existing customers, through renewals and expansions.
• Run errands for the Center, going to the bank, post office, to get keys made, etc.
• Coordinate with local restaurants for delivery of food and refreshments for clients holding conferences.
• Manage customer complaints or issues, escalating when appropriate.
• Provide for the professional image of a 5-star business center, through consistently smiling, greeting clients, communicating clearly and effectively, and taking pride in the appearance of the Center.
EDUCATION
High School Diploma
Birdville High School – North Richland Hills, TX
ADDITIOINAL SKILLS AND INDUSTRY EXPERIENCE
Computer Skills:
• MS Office Suite – Word, Excel, Outlook, Internet Explorer, Google
• Proprietary Software / CRM tools – Oracle PeopleSoft (Accounts Payable, Time Reporting, Manage PTO Requests), Titan (Office and Meeting Room Booking/Billing), Resource (Centralized Document Management and Training Resources), Pivital (CRM), Support Works (IT and Financial Ticket System), SAM (Order Marketing Materials)
Companies Supported:
Legal - Attorney’s Offices, Lawyers (Bankruptcy, Criminal, Personal Injury, Family Law)
Healthcare - Doctor’s Office, Pharmaceutical Document Services, Psychiatrist
Employment/Consulting – Administrative and Technical Staffing Personnel
Marketing – Web Design / Graphic Artists
Financial Services – Financial Advisors
Private Schooling – Middle School Teacher
Travel – Travel Agents
TRAINING AND DEVELOPMENT
Regus Management Group, LLC
• Center Manager & Sales Training Program
Key areas: Client Management, Team Management, Client Tours, Negotiation, Prospecting Calls, Strategic Selling, Sexual Harassment, Meeting Preparation, Software and Systems used.
REFERENCES
Available upon request
Contact this candidate