Customer Service Sales

Sebrina W. Carter

**** *** ****** **** • Hickory, NC 28602 • Cell 828-***-****

EXECUTIVE SUMMARY

Experienced high-performing motivated Customer Service Manager with over fifteen years managerial experience in a corporate environment. Effective strategic-planning, committed to productive management of resources and quality performance. Detailed-oriented with strong ability to communicate effectively with technology, executive, and business audiences.

CORE QUALIFICATIONS

Business development Communication skills

Customer relations Total quality management

Interpersonal skills Staff development

Organizational skills Leadership

Training Development Franklin Covey- Seven Habits

PROFESSIONAL EXPERIENCE

GoldToeMoretz/Gildan – Newton, NC Aug 2005- Present

Customer Service Manager

• Defined strategy and business plan for customer growth potential increase.

• Developed and rolled out new return policies to minimize cost reduction by 15%.

• Directed strategic initiatives to achieve overall business growth of 2%.

• Initiated program that standardized employee training and led to increase in customer satisfaction by 15%.

• Managed team of 12 professionals.

• Trained, coached and mentored staff to ensure smooth adoption of new program.

• Leadership in the setting and achieving of strategic and organizational goals.

• Oversight of all aspects of staff performance; performance evaluation, and progressive discipline.

CommScope Inc - Hickory, NC April 2001 – July 2005

Customer Service Manager

• Managed team of 10-12 of professionals.

• Partnered successfully with marketing, planning, and sales to produce an expansion of customer growth.

• Implemented innovative programs to increase employee loyalty and reduce turnover.

• Exceeded company objectives with reduction of overall returns by 10%.

• Developed department's first incentive performance plan which motivated staff and resulted in a 4% increase in sales.

• Established training programs for Customer Service in regard to all aspects of workplace performance and professional development.

CommScope Inc - Hickory, NC Feb. 1999 – April 2001

Customer Service/Inside Sales

• Guaranteed positive customer experiences and resolved all customer complaints.

• Developed reputation as an efficient service provider with high levels of accuracy.

• Scored in top 5% of employees in successful resolution of issues.

• Provided effective communication and customer service support to the sales, marketing and administrative teams on daily basis.

• Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot.

• Generated sales and inventory reports in Excel with data from a variety of sources, maintaining 100% accuracy rate.

• Cross-trained and provided back-up for other customer service representatives when needed.

Merchant Distributors Inc - Hickory, NC Feb. 1997 – May 1999

Slot-it/Warehouse Analyst (Full-Time)

• Actively suggested operational improvements to enhance quality, improve production times and reduce costs.

• Assisted in the strategic development for sales and marketing business.

• Coordinated inventory and cost control programs.

• Developed production tracking and quality control systems, analyzing production, quality control, maintenance and other operational reports, to detect production problems.

• Estimated costs and set quality standards.

Merchant Distributors Incorporated - Hickory, NC Jan. 1994 – Feb. 1997

Buyer’s secretary asst., secretary for VP Marketing (Part-Time)

• Supported VP of Marketing through personal document management, calendar organization and collateral preparation for meetings.

• Managed executive calendar and coordinated weekly project team meetings and assisted in the development of meeting agendas to increase meeting efficiency.

• Assisted in all areas of administrative work including data entry, receptionist duties, file organization, research and development.

• Standardized department filing system so secretarial staff could easily locate information in any filing center.

EDUCATION

Gardner Webb University - Boiling Springs, NC

B.S. in Business Administration, (2003)

Catawba Valley Community College - Hickory, NC

Associate Degree in Microcomputer System Technology, (1996)

COMPUTER SKILLS

Microsoft Excel, Word, PowerPoint, Outlook - Windows 95, 98, 2000, XP, and Windows 7 - Networking, JD Edwards software, Cognos/Impromptu, AS/400, SharePoint,

References furnished upon request

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