Customer Service Manager
Resume:
ANNY MEMON
**********@*****.***
PROFESSIONAL SUMMARY:
• Five plus years of elite management experience in top ranked financial, restaurant, retail, and office venues
• Recognized as subject matter expert for operations, analytics and finance to deliver the highest quality services that meet the needs of team members and clients in unique and changing environment by responding effectively to changes and deadlines.
• Successful track record of planning and executing and managing and strong analytical, organizational, and troubleshooting skills and ability to work in a fast-paced environment and communicate to all levels of engagements management
• Excellent interpersonal skills, with proven ability to work with diverse populations and resolve complex issues in a non-confrontational, quick, and efficient manner
• Award-winning employee, known for her outstanding diligence in performance and accomplishments regarding her unique, and successful approach towards accomplishing business tasks and meeting business goals in defined deadlines and under tight time constraints
• Outstanding communication and interpersonal skills, with the ability to build relationships at all levels
• Possess a strong accounting, finance, and economics background
EDUCATION SUMMARY:
• DePaul University, Chicago, IL Graduated June 2008
Bachelor of Science – Business Management
GPA: 3.4/4.0
SYSTEM EXPERIENCE:
• Software / Product: Intuit QuickBooks Pro, Microsoft Visio, Projects, Word, Excel, and Power Point
• Hardware / Operating Systems: Windows XP, Vista, Mac OS 10.X
WORK EXPERIENCE:
Assistant Manager Dec 2010 - Present
Garber Furs – Chicago, IL.
• Using QuickBooks Software created estimates, sales orders, purchase orders, invoices, posting payments, process customer orders, credit card information, and reconciliation of accounts.
• Ensured that each employee receives complete training in all aspects of the position and develop them towards realizing their potential
• Ensure the Company policy and procedures are enforced as it relates to areas of responsibilities
• Selected and hired employees train and evaluate employees to enhance their performance, development and work product.
• Lead an effective team and delegate specific duties to employees as appropriate
Lead Customer Service Representative June 2010 – Nov 2010
Fifth Third (53rd) Bank – Highland Park, IL.
• Consistently exceeded more than 100% of quarterly sales goal set out by branch office
• Assist bank attain the highest customer service ratings (as determined by external auditors) and earned 100% marks in all categories including communication skills, listening skills, problem resolution, and politeness
• Perform the following daily bank responsibilities in accordance with Fifth Third Bank policies: balancing and monitoring cash items, account transactions, and credit holdover accounts, maintaining over/short report, ordering and preparing cash shipments and collection items, and handling customers’ correspondence
• Lead land monitor operation behind the CSR line and manage a high-volume workload within a deadline-driven environment
• Facilitate weekly meetings with the CSRs and daily conference calls for the branch with the district manager
• Sell financial service products and all upcoming new business promotions to current and potential consumers and business customers
• Resolve daily inquiries and consistently met performance benchmarks in all areas (speed, accuracy, volume)
• Execute initial analyses of challenging issues and provide summary of accounting in the context of business transactions according to banking center needs
Assistant Manager Oct 2005 – March 2010
Carmen’s Restaurant – Evanston, IL
• Collaborate and Assist store manager in achieving the store’s monthly financial goals
• Implement corporate strategies to support business objectives
• Resolve customer service issues quickly and effectively
• Lead daily operations according to protocols including but not limited to the following: prepare deposits, direct staff according to customer flow, and create an excellent customer environment for serving of food products
• Recruit new employees, prepare work schedules, and train new hires in all procedures, food product knowledge, and customer service
• Supervise and evaluate staff of 40 in our daily business operations
• Maintain and facilitate proper inventory controls, inventory transactions, and execute according to compliance standards
• Reconcile $6000+ cash from registers and print sales figures daily at closing of the restaurant
• Co-develop “on-the-job training program” that reduced training time from eight weeks to four
• Coordinate and direct receptions, rehearsal dinners, birthday parties, and corporate events for more than 300+ guests
• Perform other duties and responsibilities as requested or required
Arrears Calculation Specialist Mar 2004 – Aug 2005
Department of Public Aid, Chicago, IL.
• Calibrate modification calculations and delinquency calculations
• Assist manager with special projects including creating reports and documents
• Correct and return rejection letters to applicants
• Complete tasks on the daily actions due report or as assigned by project lead
Coordinator May 2003 – Dec 2003
Truman College – Chicago, IL.
• File and maintain records, organize meetings, and schedule appointments
• Perform data entry and other general administrative duties
• Answer and direct incoming calls on a multi-line phone system
• Order office supplies and stock inventory
Assistant Manager Jan 2001– May 2003
Express, Westfield Mall – Skokie, IL.
• In charge of the following facets of personnel management: scheduling, recruiting, vacations, mixing compatible employees into teams, establishing pay scales, reconciling cash registers, and training a team
• Collaborate with the store manager and achieve 115% of planned sales goal within the first 90 days in position
• Consistently achieve over 149% of personal sales quota
• Maintain proper inventory controls, facilitate inventory transactions and maintain compliance standards for shrink control
• Manage all back office paperwork when the Store manager not being present
• Ensure adherence of staff members to all Express policies and procedures
• Lead an effective team and delegate specific duties to employees as appropriate
• Maintain general physical appearance of areas visible to customers with up-to-date store merchandise
• Address all customer satisfaction issues (e.g. refunds, exchanges, complaints, etc.)
• Monitor sales activities to ensure that customers receive satisfactory service
• Achieve top ranking sales on numerous occasions
ACHIVEMENTS:
• Received “Best Assistant Manager” award at Express 2002 and 2003.
• Ranked 1st placed in the district for outstanding performance and excellence in sales in 2003.
• Phi Theta Kappa International Honor Society, 2005-2009.
• Dean’s List, DePaul University, 2004-2008.
• Received DePaul University Merit Scholarship, 2004-2008.
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