Sales and Customer Service, Partial Store Manager Resume Milwaukee, WI - Hire IT People

SUMMARY:

International customer service leader with strong expertise in marketing strategies and commercial orientation. Skilled in business development, customer satisfaction, team building and leadership. Proactive and innovative with the drive to achieve results in a challenging operating environment.

PROFESSIONAL EXPERIENCE:

Confidential, Milwaukee, WI

Sales and Customer Service, Partial Store Manager

Responsibilities:

Recruiting, managing,, and developing the Customer Sales and Care team.
Providing leadership, direction and project management to customer service representatives in order to ensure highest quality customer experience.
Leading a cultural change driving sales and service improvements with particular emphasis on organic growth, communication, performance management, coaching,, planning and / development.
Establishing a sales driven culture that aligns workflow processes with customer satisfaction.
Monitoring compliance of cost control measures, achieving sales and service levels objectives on inbound call volume, and reducing trouble call rates, repeat trouble call rates, and disconnects.
Proactively provide coaching and developmental opportunities that continuously build and expand both individual and team capabilities.
Support development and enhancement of individual competencies that drive individual/ team performance against established goals.
Foster a team environment that encourages collaboration and peer support.
Tracking and benchmarking sales, customer complaint, and disconnect trends to proactively support tactical improvements.
Solid/ positive interaction with all departments to insure and coordinate customer growth and satisfaction.
Communicating courteously with customers by telephone, email, letter and face to face.
Investigating and solving customers' problems, which may be complex or long - standing problems that have been passed on by customer service assistants.
Managing accurate records of discussions or correspondence with customers.
Analyzing statistics or other data to determine the level of customer service your organization is providing.
Developing feedback or complaints procedures for customers to use.
Developing customer service procedures, policies and standards for your organization or department.
Meeting with other managers to discuss possible improvements to customer service;
Managing all staff recruitment and appraisals. staff to deliver a high standard of customer service.
Learning the organisation's products and services and keeping up to date with changes.

Confidential

Premium Account & CRM Manager

Responsibilities:

Part of the start-up Premium Servicing team driving the development of superior customer service and high performance to HNW card member - supported all AEME country launches of the Centurion & platinum revitalization in 2008 and 2009.
Managed customer support and helpdesk team, coordinated activities and supported account managers to meet services and customer satisfaction targets.
Involved in measurement of KPI’s, maintenance of SLA’s and meet the business continuity and services availability requirements.
Setting up appointments for new leads and assigning them to the appropriate sales person.
Updating clients’ information, complaints, ps and data on Confidential CRM.
Developed & maintained client relationships.
Keep apprised of up-to-date product and systems knowledge, service differentials, tactical promotions, campaigns and preview offers in order to improve sales, billings and premium customer delight.
Maintain excellent after call records, spreadsheets and data to support internal and external customer satisfaction levels; discuss trends with managers.
Diagnose improvement opportunities, providing effective feedback to the head of PSU and proposing action plans.
Expedite and facilitate the escalation and agree resolution of issues, always enhancing brand reputation.
Ensure compliance at all times with regulatory reporting.

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Sales And Customer Service, Partial Store Manager Resume

Milwaukee, WI

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