Customer Service Manager Resume

Title
Customer Service Manager

Primary Skills
Customer Service

Location
US-NM-Albuquerque (will consider relocating)

Posted
Apr-04-09

SUMMARY
Customer service professional with over eleven years experience interacting with the public. Highly qualified in service-based, supervisory positions requiring an emphasis on customer satisfaction in a fast-paced environment. Strong team player and leader. A proven and verifiable record for utilizing strong technical and interpersonal skills to enhance organizational efficiency and profitability. Committed to quality performance with an ability to learn new procedures quickly.

EXPERIENCE
Team Lead/Interim Supervisor - AUGUST 2005 - PRESENT
Gap Inc., Albuquerque, New Mexico
Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems. Possess effective communications skills, and work well with others at all levels. Provided team with guidance, motivation, and discipline to consistently achieve quality and customer satisfaction.
* Processed orders, maintained customer relations, handled complaints and adjustments for entire region.
* Promoted customer satisfaction through clear, concise communication.
* Proven ability to handle large volume calls in a professional and courteous manner.
* Proven ability to interact effectively with clients and staff at all levels.
* Trained in providing world-class customer service.
* Committed to the assistance and support of others while maintaining a cheerful and helpful attitude.
* Developed and coached staff to maintain high levels of service and to meet department standards and goals.

Notice of Violation Specialist/Vendor Management - JUNE 2004 - JULY 2005
Gap Inc., Albuquerque, New Mexico
Responsible for the management of any and all violations related to all Gap Inc. stores throughout the US, Canada,and Puerto Rico.
* Worked with federal and government subsidies and agencies.
* Worked with out-of-state consultants.
* Generated and assisted in preparing reports for review by federal agencies.
* Reviewed and evaluated program proposals and existing programs.
* Trained new staff in policies and procedures.
* Worked to address legislatively mandated responsibilities, while avoiding duplication of corporate resources.
* Worked with people from various socioeconomic and ethnic backgrounds.
* Assisted the administrators and facility managers to ensure that all corporately held facilities were within state and federal compliance.
* Developed extensive library of educational materials for dissemination and education.
* Negotiated with vendors and senior administrators.

Technical Support Supervisor - APRIL 1998 - MAY 2004
America Online, Albuquerque, New Mexico
Managed staff of 30 Technical Support professionals ensuring accuracy in resolutions, quality customer service, professional demeanor, and proficiency with technology. Provided team leadership to accomplish department goals and monitor work flow.
* Planned and organized numerous programs, supporting swift and positive resolutions.
* Trained support staff and provided tools they required to reach expectations and achieve objectives.
* Well-developed management skills. Utilize all assets and resources available, maximizing employee productivity and performance to achieve corporate goals and objectives.
* Successfully developed new systems that have increased productivity and quality of work.
* Responsible for assessing staff adherence to policy standards.
* Successful record in management and production quality control.
* Consistently able to obtain high productivity from employees, supporting swift and positive resolutions.
* Conducted weekly staff meetings, establishing acceptance of new methods and standards.

EDUCATION
H.S. Diploma, College Prep. - MAY 1994
Warrensburg High School, Warrensburg, MO

2008
Gap Inc. Educational Services, Albuquerque, New Mexico
Business Continuity Planning, Corporate Security, Emergency Planning, Disaster Planning and Preparation, First Aid, CPR,Leadership Excellence, Delegation and Empowerment, Team Building, Effective Coaching Through Feedback, Conflict Resolution, Leadership Fundamentals

Certifications
See above


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