Customer Service Manager
Resume:
Daphne Wrenn
Madison, Wi 53704
***********@*****.***
Cell: 608-***-****
l Dedicated customer service manager with 2+ years of experience in “check cashing” bank like settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.
l Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.
Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Cash Handling
Customer Satisfaction Enhancement
Cage Supervision
Sales & Margin Improvement
Teambuilding & Training
Cost-Reduction Strategies
Order Fulfillment
Professional Experience
PLS CHECK CASHERS Madison, WI
04/10 to Present
Customer Service Manager, 09/10 to Present
Customer Service Representative, 04/10 to 9/10
Promoted to manager position to recruit, train and supervise 7+ customer service reps and cashiers. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage cage area operations to ensure friendly and efficient transactions at checkout. Selected Contributions:
l Served on special taskforce charged with turning around under-performing stores. Trained CSRs and managers in two struggling stores, and contributed to significant improvements in guest satisfaction and sales.
l
Cub Foods – Madison WI
7/06 to 3/10
Deli Manager, 1/01 to 8/03
Previous Positions: Counter Clerk, Cashier, Overnight cashier/stockperson,
Assisted in sales, inventory, bagging, merchandising and cost controls. Maintained high standards in sanitation and safety and complied with regulatory guidelines.
Education and Training
Madison East High School Madison, WI
After school
8/02 to 1/07
Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment and food safety.
Computer Skills:
Word, Excel, PowerPoint, Outlook
Key Skills:
World-Class Customer Service
Troubleshooting/ Problem Solving
Up-Selling/Sales Support
Customer Order Fulfillment Call Reception
Technical/User Support
Complaint Handling
Reports & Documentation
Serves customers by providing product and service information; resolving product and service problems.
Duties:
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer information.
• Contributes to team effort by accomplishing related results as needed.
Skills/Qualifications:
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking
REFERENCES:
Primary Reference
Name: Mike McGee
Primary Contact: 317-***-****
Secondary Contact: ******@********.***
Relation: Manager
Secondary Reference
Name: Nicole Dees
Primary Contact: 608-***-****
Secondary Contact: 608-***-****
Relationship: Manager
Tertiary Reference
Name: Jennifer Conway
Primary Contact: 608-***-****
Secondary Contact: 608-***-****
Relation: Store Manager
Contact this candidate