Dedicated Customer Service Manager Resume

Posted on: 2016-02-26

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Professional Profile

Management: Dedicated customer service manager with + years of experience in a fast-paced environment
Customer Service: Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment
Leadership: Lead by example and ensure the execution of all safety, security, quality and operations policies

Skills

Human Resources – Extensive experience in all phases of employee recruiting, hiring, retention, counseling and termination
Budgeting – Proven ability to manage large budgets and maintain cost control
Facilities Inventory and Merchandise Control – Over years managing facilities and merchandise
Customer Service Management – Demonstrated ability to maintain high level of customer satisfaction
Operations Management – Over years’ experience managing a multi-million business
Leadership - Situational Leadership Certification
Process Improvement - GAPS Performance Improvement Certification
Food Management – Certification in Food Management
Bi-Lingual - Fluent in both Spanish and English
Computer - Proficient in Microsoft Office Suite

Relevant Work Experience

HMS Host Services

Customer Service Manager | Ronald Reagan National Airport, DC | / to Present

Expertly manage staff, ensuring excellent customer service in a timely manner in a fast-pace environment
Responsible for identifying and solving customer service related problems and assisting co-workers and subordinates in accomplishing their assigned duties
Perform trend analysis using various measurements in order to identify, address and resolve issues quickly, preventing potential significant loss in productivity or customers
Effectively communicate with both upper management as well as employees to ensure company priorities are clearly understood so there is good transition from one shift to another
Deftly address all customer needs and resolve their issues, ensuring continued customer loyalty
Account for inventory on a daily basis, ensuring all products are accurately stocked

National Children’s Museum

Visitor Services Manager | National Harbor, MD | / to /

Managed day-to-day operations of the museum, handling an average of - visitors daily
Recruited and supervised + employees who were responsible for all operations and programs the museum provided
Created and implemented all staff scheduling which allowed for sufficient museum coverage while mitigating potential employee work conflicts
Handled all escalated customer issues, ensuring the swift resolution of customer issues to preserve customer loyalty while complying with company policies
Verified and reconciled all daily box office receipts, ensuring accurate accounting of income from sales
Developed and trained employees on all programs initiated by the museum in order to provide parents the best learning environment for their children

Panera Bread Company

Joint Venture General Manager | Alexandria, VA | / to /

Directed the entire operation of one of the highest volume restaurants in Virginia, averaging over $. million in annual sales along with a continual % to % growth
Managed the recruiting, training and supervision for over employees, maintaining a %+ retention rate in a high-turnover industry
Consistently exceeded expectations by increasing sales over a five year period
Expertly managed a budget of $,, keeping costs in-line with corporate vision
Successfully ensured one of the best customer satisfaction rates in the industry, creating true customer equality with very few complaints, consistently exceeding the promoter score of %
Developed assistant managers in all aspects of the retail operation
Demonstrated keen ability in identifying and keeping solid employees, resulting in an over % employee retention rate in a difficult customer service-centric industry
Maintained overall accountability for all inventory, sales and invoices that were accomplished by the assistant managers

Panera Bread Company

Assistant Manager | Woodbridge, VA | / to /

Assisted in executing all day-to-day operations directly relating to cost control, profit margin, food inventory and preparation, and labor cost and scheduling for a high-volume restaurant averaging over $. million in annual sales
Directed and oversaw daily and weekly cash flow reconciliation, as well as managing weekly and monthly inventory, maintaining a % accuracy rate
Coached new assistant managers on day-to-day operations, including scheduling, labor management and food safety regulations
Handled all escalated customer issues, ensuring the swift resolution of customer issues to preserve customer loyalty while complying with company policies
Replenished inventory, placed sales orders, and posted invoices

Education

Oxford College, Mexico City, Mexico - Bachelor Degree in Tourism/Customer Service, May