         CUSTOMER SERVICE ADVOCATE       Summary    Talented Customer Service manager skilled at balancing customer needs and company demands. Effectively builds
loyalty and long-term relationships with customers while achieving all individual sales goals. A sales manager skilled in
exceeding sales goals and company expectations by expanding client base and maintaining high standards of customer
service.      Skills        Superb sales professional          Store planning and design
       Strong communication skills          Detail-oriented
       Personnel training and development          Time management
       Proficient in MS Office            Accomplishments      Awarded annual merit increases during the first 15 years of employment.  Consistently exceeded daily sales targets with
an average of 5000+ in sales each day.  Managed a successful sales team of 20 members who consistently exceeded
sales goals by 80% each month.  Successfully managed $1.4 million in merchandise per day.  Fulfilled all supervisory
duties when Store Manager was on vacation.  Interviewed applicants and successfully staffed any vacancies throughout
store, focusing primarily on assigned areas.  Routinely helped as many as 20 customers each day in a high-volume retail
outlet.  Promoted to Call Center lead within 6 months of employment.        Experience     03/2015   to   10/2016     Customer Service Advocate    Company Name   －   City  ,   State     Addressed customer service inquiries in a timely and accurate fashion.  Maintained up-to-date records at all times.  Provided accurate and appropriate information in response to customer inquiries.  Demonstrated mastery of customer service call script within specified timeframes.            10/1995   to   02/2014     Sales Manager    Company Name   －   City  ,   State      Delivered excellent customer service by greeting and assisting each customer.Addressed customer inquiries and
resolved complaints.Design and implemented customer satisfaction metrics.Completed weekly schedules according to
payroll policies.Trained all new managers on store procedures and policies.Trained staff to deliver outstanding
customer service.Contributed to merchandising ideas at team sale meetings.Reorganized the sales floor to meet
company demands.Stocked and restocked inventory when shipments were received.Received and processed cash and
credit payments for in-store purchases.Opened and closed the store, including counting cash, opening and closing cash
registers and creating staff assignments.Worked as a team member to provide the highest level of service to
customers.Maintained friendly and professional customer interactions.Verified that all merchandising standards were
maintained on a daily basis.Demonstrated that customers come first by serving them with a sense of urgency.Shared
product knowledge with customers while making personal recommendations.Recommended and helped customers
select merchandise based on their needs.  Resolved customer complaints by exchanging merchandise, refunding money
and adjusting bills.  Served as liaison between customers, store personnel and various store departments.Informed
customers about sales and promotions in a friendly and engaging manner.Trained new employees on company customer
service policies and service level standards.Managed wide variety of customer service and administrative tasks to
resolve customer issues quickly and efficiently.  Hired and trained all sales staff for new store location.  Trained in
negotiations and time management.  Determined staff promotions and demotions and terminated employees when
necessary.  Addressed and corrected sales staff communication issues in a tactful and effective manner.  Directed and
supervised employees engaged in sales, inventory taking and reconciling cash receipts.  Worked closely with the district
manager to formulate and build the store brand.  Helped determine movement/placement of incoming merchandise.  Designed displays to make the store experience interactive and engaging.  Displayed the appropriate signage for
products and sales promotions.  Arranged items in favorable positions and areas of the store for optimal sales.  Established and maintained proper high traffic displays, resulting in increased sales.  Conducted staff meetings with
sales personnel to introduce new merchandise.  Researched current and past business performance using on-line
systems and available reports.  Effectively communicated and coordinated execution of the plano-gram with store
management.         11/1990   to   08/1995     Sales Manager    Company Name   －   City  ,   State      Managed a $30,000 monthly sales portfolio.Served as liaison between customers, store personnel and various store
departments.  Answered customers' questions and addressed problems and complaints in person and via phone.  Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of
customer satisfaction.  Maintained friendly and professional customer interactions.  Trained new employees on company
customer service policies and service level standards.  Managed sales staff of 6 members.  Delivered excellent customer
service by greeting and assisting each customer.  Contributed to merchandising ideas at team sale meetings.  Directed
and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.  Determined staff
promotions and demotions, and terminated employees when necessary.  Designed displays to make the store experience
interactive and engaging.  Displayed the appropriate signage for products and sales promotions.  Effectively
communicated and coordinated execution of the plano-gram with store management.         07/1986   to   08/1990     Data Entry operator    Company Name   －   City  ,   State      Verified and logged in deadlines for responding to daily inquiries.Assisted with payroll preparation and entered data into
cumulative payroll document.Verified that information in the computer system was up-to-date and accurate.  Promoted
positive customer and associate relations through courtesy, service and professional appearance.         09/1985   to   10/1986     Loan Servicing Representative    Company Name   －   City  ,   State      Collected customer feedback and made process changes to exceed customer satisfaction goals.Provided accurate and
appropriate information in response to customer inquiries.Provided accurate and appropriate information in response to
customer inquiries.Addressed customer service inquiries in a timely and accurate fashion.Assisted with the development
of the call center's operations, quality and training processes.Led a team of customer service representatives to
increase service center profitability.          Education and Training     1983     High School Diploma  :   General-Business     William Penn Vo-tech             －   City  ,   State  ,   USA    General-Business               Communications    Morgan State University   －   City  ,   State  ,   USA    1984 - 1985        Skills    administrative, call center, cash receipts, cash
registers, closing, Strong communication skills, credit, customer satisfaction, customer
service, excellent customer service, excellent customer
service, customer service, Detail-oriented, fashion, inventory, meetings, merchandising, money, MS Office, negotiations, payroll, personnel, Personnel training, policies, processes, quality, reconciling, sales, sound, store management, store
management, phone, Time management   