Customer Service Representative – CSR Manager Resume

CUSTOMER SERVICE REPRESENTATIVE
Offering extensive customer service and business management experience working in nonprofit, logistics, and retail.
PROFILE
• Fully committed to providing the highest possible standards of customer service and support.
• Proven ability to train, supervise and motivate, and evaluate customer service representatives.
• People oriented; enjoy working directly with customers and the general public.
• Self-starter; can be depended on to complete a task under minimal supervision.
• Understands and appreciates the importance of a job well done.
• Languages: fluently reads and writes English, Spanish and Italian.
PROFESSIONAL EXPERIENCE
Youth Centers of North America, Farmington, CT – 2007 to Present
Customer Service Manager
• Identified and made recommendation for process improvements.
• Oversaw the implementation of organizational policies and procedures.
• Monitored the performance of personnel to ensure a productive work environment.
• Managed the HR function in the areas of staffing and training.
• Motivated employees to achieve personal goals and to consistently meet expected quotas.
• Built a teamwork environment that encouraged hard work and collaboration.
• Ensured workflow efficiencies, customer service excellence, and quality assurance. 
Product Logistics, Farmington, CT – 2003 to 2007 
Credit Analyst
• Perform credit analysis to determine the approval of customers’ lines of credit.
• Resolve issues involving account discrepancies, product delivery and cost allocation.
• Planned, developed and implemented cost-effective shipping procedures to handle a business growth of 35%.
• Developed a shipping clerk training program resulting in a 40% increased efficiency level. 
• Train and motivate personnel in areas of customer service, invoicing management and display merchandising.
• Exercise a mature, diplomatic approach to resolving problematic issues; put customers at ease.
• Cultivate strong customer relations and client loyalty as a result of dedicated customer service.
• Establish rapport with shipping carriers to ensure safe, cost effective transport of orders.
99 Pennies, Farmington, CT – 2001 to 2003 
Store Associate
• Managed and trained personnel in areas of invoice processing and record keeping.
• Interfaced directly with customers to initiate the lay-a-way process. 
• Scheduled payment arrangements and product pick-ups.
• Coordinated inventory control and processed merchandise returns and price adjustments. 
• Organized display merchandising and sale announcements utilizing promotional materials.
EDUCATION
     Farmington College, Farmington, CT 
     Associates in Business Technology, 2003 

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