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Jane Miller,[object Object],123 AnywhereAnywhere, AW  00000anywhere@anywhere.comHome: 000-000-0000Cell: 000-000-0000,[object Object],Dedicated customer service manager with 10+ years of experience in “big box” retail and food service settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.,[object Object],Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.,[object Object],Areas of Expertise,[object Object],Customer Service ManagementComplaint Handling & ResolutionRetail Operations ManagementCustomer Satisfaction Enhancement Front-End SupervisionSales & Margin ImprovementTeambuilding & TrainingCost-Reduction StrategiesOrder Fulfillment,[object Object],Professional Experience,[object Object],ADVENTURE WORKS — Springfield, MA10/03 to Present,[object Object],Customer Service Manager, 9/07 to present,[object Object],Customer Service Representative, 10/03 to 9/07,[object Object],Promoted to manager position to recruit, train and supervise 25+ customer service reps and cashiers. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. Selected Contributions:,[object Object],Won “Service Excellence Award” for instrumental role in driving record-high sales increases, propelling store to improve ranking from #32 in territory to #5 by 2008.,[object Object],Reduced staff turnover by 15% in 2008, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.,[object Object],Elevated store’s guest-satisfaction index from 86% to 92% within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.,[object Object],Served on special taskforce charged with turning around under-performing stores. Trained CSRs and managers in five struggling stores, and contributed to significant improvements in guest satisfaction and sales.,[object Object],Exemplified the second-to-none customer service delivery for which Adventure Works is nationally renowned in all interactions with customers.,[object Object],CONTOSO, LTD. — Springfield, MA7/98 to 8/03,[object Object],Deli Manager, 1/01 to 8/03,[object Object],Previous Positions: Counter Clerk, Cashier, Deli Associate, 7/98 to 1/01,[object Object],Advanced to increasingly responsible positions, culminating in management role with oversight for a full-service deli. Directed 18 employees and managed P&L, sales, inventory, merchandising and cost controls. Maintained high standards in sanitation and safety and complied with regulatory guidelines. Selected Contributions:,[object Object],Transformed operation that was posting annual losses to achieve $159K+ in profits within one year. Met or exceeded all sales targets despite increased competition presented by the opening of two new local delis.,[object Object],Introduced training programs that enhanced employee performance and helped build a motivated workforce.,[object Object],Education and Training,[object Object],OAK TREE COMMUNITY COLLEGE — Springfield, MA9/98 to 5/02,[object Object],Earned 28 credits; concentration in business studies,[object Object],Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment and food safety.,[object Object]

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Template 26

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