BARB MILLER
Fayetteville,WV
Summary
Focused Retail Operations Manager bringing 25 Years of hands-on experience in the cable industry and 3 Years in the mobile industry. A dependable and punctual individual with outstanding people management, data processing and delegation abilities. Multiple Presidents Club winners from the retail store. 2 Years the Beckley store was in the top 5 of mobile sales with in the company.
Overview
26
26
years of professional experience
Work History
Supervisor of Retail Operations
Suddenlink Communications
BECKLEY, WV
08.2003 - Current
- Contributed to leadership team for implementing company policies and procedures.
- Planned, directed, coordinated and assigned manpower to efficiently meet daily production requirements and goals.
- Scheduled employee tasks, conducted performance reviews and executed daily branch operational goals to maximize team productivity.
- Able to balance a heavy workload and time constraints while managing and delegating other employees and projects.
- Work with employees to boost staff morale and encourage excellent customer service to reduce customer complaints.
- Resolve customer escalations
Lead Customer Care Associate
Suddenlink Communications
BECKLEY, WV
06.2001 - 08.2003
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted other Customer Care Associates with day to day tasks
- Tracked commissions and researched accounts to verified commissions
- Prepared monthly work scheduled for the Manager of all of their direct reports
- Verified all cash drawers
- Resolved concerns with products or services to help with retention and drive sales.
- Resolved PSC escalations
Customer Service Associate
Suddenlink Communications
Beckley, West Virginia
08.1996 - 05.2001
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Boosted sales revenue by skillfully promoting diverse service options.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Education
No Degree - Business Management
West Virginia Tech
Montgomery, WvHigh School Diploma -
Fayetteville High School
Fayetteville05.1992
Skills
- Problem Anticipation and Resolution
- Business Leadership
- Program Monitoring
- Constructive Feedback
- Employee Performance Evaluations
- Customer Inquiries
- Operational Standards
Timeline
Supervisor of Retail Operations
Suddenlink Communications
08.2003 - Current
Lead Customer Care Associate
Suddenlink Communications
06.2001 - 08.2003
Customer Service Associate
Suddenlink Communications
08.1996 - 05.2001
No Degree - Business Management
West Virginia Tech
High School Diploma -
Fayetteville High School
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