I am training in customer service and entering waivers, liens along with quickbooks entry.

Our mission is to provide a repair and maintenance program with a level of involvement and communication between the corporate office, the stores, and the service provider that is tailored to fit your specific needs and requirements. Unfortunately I had to take a better offer.

Developed customer service policies and proceduresManaged a team of 8 customer service representativesMotivated a divided department to be team playersSignificantly improved the morale of the customer service department by providing goals and utilizing their strengths efficiently. Brought other departments together with customer service for a better experience for our retailersCreated reports that showed the company statistics and data (including but not limited to losses on… Show more Developed customer service policies and proceduresManaged a team of 8 customer service representativesMotivated a divided department to be team playersSignificantly improved the morale of the customer service department by providing goals and utilizing their strengths efficiently. Brought other departments together with customer service for a better experience for our retailersCreated reports that showed the company statistics and data (including but not limited to losses on repairs, parts and returns. Also showed the side by side data on growth month by month over last year)Created reports for our retailers to see all of their special and stock ordersSet up a system that we could scan purchases orders directly into our system and view them at our fingertips. We created a paperless environment with the help of our IT Department.Improved communication with our retailers when fabric was out of stock or purchase orders were running lateSet up a queue system so that we could have data on the types of calls we were receiving as well as the other data (how many calls, abandon rate, answer time, etc). Prior to that the receptionist was routing the calls to individuals. Show less

Developed customer service policies and proceduresManaged a team of 8 customer service representativesMotivated a divided department to be team playersSignificantly improved the morale of the customer service department by providing goals and utilizing their strengths efficiently. Brought other departments together with customer service for a better experience for our retailersCreated reports that showed the company statistics and data (including but not limited to losses… Show more Developed customer service policies and proceduresManaged a team of 8 customer service representativesMotivated a divided department to be team playersSignificantly improved the morale of the customer service department by providing goals and utilizing their strengths efficiently. Brought other departments together with customer service for a better experience for our retailersCreated reports that showed the company statistics and data (including but not limited to losses on repairs, parts and returns. Also showed the side by side data on growth month by month over last year)Created reports for our retailers to see all of their special and stock ordersSet up a system that we could scan purchases orders directly into our system and view them at our fingertips. We created a paperless environment with the help of our IT Department.Improved communication with our retailers when fabric was out of stock or purchase orders were running lateSet up a queue system so that we could have data on the types of calls we were receiving as well as the other data (how many calls, abandon rate, answer time, etc). Prior to that the receptionist was routing the calls to individuals. Show less

I was responsible for managing our customer service department, making sure our team was providing excellent customer service. Interviewing and hiring employees, disciplinary actions when required, team building, reviews. Tracking and responding to reviews online, customer escalations, BBB Reports, Attorney General Complaints. Assisting the sales department when needed. Issuing Credits and Return Authorization Numbers.

2002 - 2004Responsible for escalation callsIssuing return authorization numbersProcessing credit memosReplied to customer service emailsResponsible for products on our bargain countdown pageIdentify and report system problems

Developed customer service policies and procedures for our call centerSupervised a team of 23 customer service representativesDelegated emailsProvided excellent customer service on escalation callsTraining and coaching for all of our customer representativesQuality ControlRecruiting new customer service representativesManaged a budget for our departmentPayrollScheduling employees work hours including breaks and lunchesKept attendance records on our staff

Answered between 120-150 calls a dayResponsible for writing return authorization formsIdentify and find solutions to customers issuesObtain credit memos from our vendorsReplying to our customers emailTracking customers packagesEntering in replacement ordersReporting discrepancies on our website to my team leader

Typed up reports for the Torrance Police Dept via DictaphoneProvided excellent face to face customer serviceReleasing impounded vehicles

Managed 5 employeesResponsible for petty cash10 key by touchPayrollTyping up customer quotes

Mayors OfficeAnswering phonesTyping up reports Customer Service