Customer Service Manager

Sonja N. Miller

**** ***** ** ~ Woodbridge, VA **193

***********@*******.*** ~ 571-***-****

Objective: To advance career opportunities that will support and further skills towards executive level management. Dedicated goal to lead diverse teams of professionals to new levels of success in a variety of highly competitive industries, cutting-edge markets, and fast-paced environments.

Qualifications Profile: Customer service manager with over 5 years experience providing approachable customer service, team building and management motivation through consistency and results. Proven ability to successfully analyze an organization's critical business requirements, identify deficiencies and potential opportunities, and develop innovative and cost-effective solutions for enhancing competitiveness, increasing revenues, and improving customer service offerings. Display an impressive record of success in operations management. Ability to resolve conflicts, improves morale, and consistently exceeds profit goals. Ability to recognize and capitalize on market trends and impact bottom-line through strategic planning, pricing, market research, and forecasting.

Operations Management- Supervise Customer Service Reps and Department of 6 staff members who serviced 100 of customers and accounts each whom generated hundreds of thousands annually. Authorized group and individual training to build better customer service teams.

Administration Management- Process and prepare documents for senior management. Maintain monthly calendar for department. Proven ability to successfully meet and exceed company goals. Possess excellent communication skills both verbal and written. Present excellent phone etiquette.

Technical- Knowledge of basic operating system such as: Microsoft Outlook, Word, PowerPoint, Excel and the Internet. Familiar with software operating systems like Vista and Windows 2010. Skilled in Adobe Photoshop, Illustrator, HTML, and various accounting data base systems.

Key Strengths- Strong and consistent leader as well as a team player. Excel at building strong relationships with senior management, staff, and clients. Possess strong communication, customer service and organizational skills, Adapt quickly to new environments, highly motivated and inspired.

Professional experience:

Nonstop Delivery August 2011-October 2012

Customer Service Manager/ Account Coordinator

- Establish/maintain current client and potential client relationships

- Prepare presentations, proposals, and sales contracts

- Prepare paperwork for shipments and booking

- New Account training and set up

- Communicate shipping requirements and expectations

- Track customer shipments

- Identify customer shipping needs and building contract for shipping

- Quote one time shipments without contracts

- Answer incoming calls and emails about customer inquires

- Backup other Account Manager or Coordinators

- Reports to Senior Account Manager

Comfort Management Corporation November 2009- May 2011

Merchandising Specialist

- Responsible for preparing reports and entering data into computer systems

- Handled the responsibility of replying to emails and answering phone calls

- Played the role of an office assistant and handled all administrative tasks

- Provided exceptional service to clients and customers

- Prepare buying worksheets for buying department

- Process internet orders and returns

- Controlled incoming and outgoing merchandise from stores

- Assisted store staff on a daily bases

- Reports and Data Entry

Friends & Company- Springfield, VA October ‘08’-December ‘08’

Call Center Customer Service Rep

- Greet and verify the identification of all visitors

- Answer and route the switchboard calls

- Manage the conference room schedules,

- Receive/distribute incoming faxes,

- Assign various badges

- Deliver world-class customer service and build customer satisfaction and loyalty

- Daily called 80 leads from marketing concerning student’s interest in University

- Ensuring effective and accurate maintenance of database

- Data entry of student’s activity notes

- Follow-up on customer inquires

- Assisted Admissions Officers with recent student files

- Complete call logs and reports

- Other duties as assigned.

Baker’s Footwear Group Inc. – Woodbridge, VA January ‘07’-October ‘08’

Assistant Manager

- Oversaw daily operation and staff

- Assisted store manager

- Supervised, recruit, trained, and coached a 12-member team

- Ensured and delivered quality customer service. Visual merchandising and store design

Select achievements

• Consistently surpassed sales goal by 25% or more each week

• Consistently ranked in top 5 by profiting $2500 weekly in gross sales

Education

Art Institute of Washington~ Advertising and Marketing

3 year Junior

GPA 3.0

Osborn Park High~ Manassas, VA

June 2004

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