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Click here or scroll down to respond to this candidateCandidate's Name
CUSTOMER SERVICE MANAGEMENTLINKEDIN LINK AVAILABLEPHONE NUMBER AVAILABLEEMAIL AVAILABLEDALLAS, TEXAS Street Address
OBJECTIVEQualified and well-developed Customer Service Manager with over five years of experience, seeking a management position. Seeking a position with a growing company that I will be able to effectively utilize acquired leadership skills and abilities while demonstrating great work ethics with a successful team. SKILLS & ABILITIES Proven ability to effectively handle multi-task levels of management responsibility with minimal direction. Solid communication, interpersonal, time management, analytical, organizational, leadership and accurate data entry skills. Extremely energetic, dependable, and self- motivated with a high degree of work integrity. Great people skills, love putting a smile on faces. Showing and proving dedication to others. EXPERIENCE08/2023-CURRENT CUSTOMER ENGAGEMENT LEAD CARENINGTON INTERNATIONAL Manage and support up to 10 members of the Customer Engagement team. This includes assigning special projects, managing workloads, assisting with priority setting and staff development. Solely responsible for managing and creating content for ongoing provider communications and special communications. Serve as escalation point for network related concerns for both clients and network providers. Actively participate in and host ongoing team meetings. Work collaboratively with other Network Development teams to resolve provider inquiries. Work directly with clients to receive, interpret and input data into Carelynx system. Monitor team performance, attendance and provide annual reviews. Attend, complete, and demonstrate competency in all required HIPAA Training offered by the company. 09/2018-08/2023 DUAL CUSTOMER ENGAGEMENT LEAD MAXIMUS HEALTH SERVICES Managed and supported a team that consisted of 8 Service Coordinators. Worked with customers to access government sponsored programs and receive program services such as Medicare and Medicaid. Interacted with program participants on a regular, daily basis via phone and email. Work directly with clients to receive, interpret and input data. Served in a lead capacity to coordinate and direct the work of lower-level staff, mentored, and advised them, on handling complex or escalated issues. Assisted customers in multiple phases of the case management process, ranging from enrollment through the awarding of benefits and services. Worked with customers to meet and achieve program goals and maintain program services and eligibility. Assisted customers with acquiring services which facilitate program goals (e.g., educational and/or vocational training, medical, childcare, transportation, substance abuse/mental health, child support establishment, legal, and other related needs). Followed up with customers to ensure their needs were met, questions and concerns are resolved. 09/2018-12/2020 SALES TEAM LEAD DILLARDS Ensured high levels of customer satisfaction through excellent sales services by welcoming customers, assessing the customers needs, and aiding with information on product features. Followed and achieved departments sales goals on a monthly, quarterly, and yearly basis. Remained knowledgeable on products offered and discussed available options. Trained, communicated, and monitored the team's productivity and service goals, while also monitoring the associates productivity and service levels, and provide on-going feedback. Suggested ways to improve sales (e.g. planning marketing activities, changing the stores design) 08/2016-09/2018 GENERAL MERCHANDISE REPRESENTATIVE TARGET Created a welcoming experience by authentically greeting all guests. Observed to quickly understand whether a guest needs assistance or wants to interact. Followed body language and verbal clues to tailor the approach. Engaged with guests in a genuine way, which included asking questions to better understand their specific needs. Was knowledgeable about the tools, products, and services available in the total store, and specific to my area, to solve issues for the guest and improve their experience. Thanked the guest in a genuine way and let them know how happy we were they chose to shop at Target. Became an expert and dedicated owner of select GM areas to ensure sales floor were zoned, in stock and accurately signed for guests. Supported guest services such as back-up cashier, order pick up (OPU) and drive up (DU) and maintain a compliance culture while executing those duties, such as federal, state, and local alcohol laws. All other duties based on business needs.05/2016-08/2018 CUSTOMER EXPERIENCE SUPERVISOR MARSHALLS Created a positive internal and external customer experience. Promoted a culture of honesty and integrity, while maintaining confidentiality. Acted as Manager on Duty in adherence with company policy and procedure. Ensured store team performed tasks and daily activities in accordance with store plan; prioritized as needed. Addressed immediate customer service issues and provided appropriate coaching to associates. Exercised discretion regarding customer service policies to satisfy customers. Maintained accurate associate coverage in service areas for a positive customer experience. Ensured associates adhere to all operational procedures including opening/closing procedures are executed in accordance with company guidelines. Communicated accurately and effectively with management and associates when setting and addressing priorities; provided periodic progress updates. Provided continuous feedback, recognition and coaching to associates. Partnered with management on associate training needs to increase. Supported and participated in store shrink reduction goals and programs while also promoting safety awareness and supports maintenance of a risk-free environment. Performs other duties as assigned.EDUCATION2019 2020 Mississippi Gulf Coast Community College Gautier, Mississippi |
