Customer Service Manager
Resume:
Marsharika Barnett
Chesapeake, VA 23323
***********@*****.***
Career Goals:
To gain long term employment with a company that is on or looking to be on the cutting edge, a company that puts value on people and the products they are promoting. Honest and Ethical, I am looking to call this company my family.
Summary of Skills:
• Hands on experience in handling customer service representatives
• Possess excellent negotiation and telephone etiquettes
• Good people skills to build good rapport with professionals at all levels
• Proficient leadership skills and ability to motivate people with positive attitude
• Ability to prepare, maintain and produce records in a timely and accurate manner
• Good decision -making skills combined with IT Knowledge
• Possess responsible attitude and ability to plan and prioritize work
• Excellent oral, written and interpersonal skills
Work Experience:
Customer Service Supervisor (Customer Service, Team lead), 2004 to 2011
• Leads a team of Customer Service Representatives in delivering front line customer service
• Train, coach and supports the professional development of team members
• Communicating successes, solutions and opportunities to the customer service Manager
• Performs implementing process improvement processes to the efficiency of the operation
• Formulate customer feedback, communicates new concepts regarding procedures, facility improvements, processes and responds to customer concerns
• Conduct staff meetings, monitor attendance and performance of departmental staff
• Prepares and conduct evaluations as well as recommends personnel action as per company policy for assigned staff.
Sales Representative-(Team lead), 2002-2004
• Plan, coordinate and direct tasks to customer service representatives to meet client’s requirements
• Updates reports to the manager on daily activities and performance of staff
• Responsible for gathering complains and other issues and implements solutions for the same
• Ensures that procedures and policies are being followed by the customer service representatives
• Conducts customer service trainings to the team and completes the files of new hires
• Performs trainings trains orients probable future customer service associates
• Identifies as well as inspires the customer service representatives
• Communicates resolutions to the manager for the customer’s concern
Admission Assistant (student worker, recruiter), 1999-2002
• Working as a member of admissions team and attending the regular team meetings
• Conducting regular surveys and gathering past recruitment statistics through other availability
• Organizing admission fairs, special promotional programs and other related activities
• Interacting with students and their parents through calls, emails and letters as well as taking follow up of pending admission processes
Educational Summary:
Bachelor of Business Integrated Studies, Murray State University, August, 2011
COMPUTER SKILLS:
MS Word, Access, Outlook, Excel, MLS, One-Write, QuickBooks, Internet
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