Summary
Overview
Work History
Education
Skills
Timeline
Generic

Barbara Davis- Downey

Customer Service Manager
Memphis,TN

Summary

Accomplished Area Salon Manager with a proven track record at JCPenney Salon, enhancing staff productivity by over 20% through effective training and motivation. Skilled in CRM software and critical thinking, adept at resolving complex customer issues, and ensuring high levels of satisfaction. Demonstrates exceptional leadership and complaint handling abilities, contributing to significant improvements in operational efficiency and customer service quality.

Overview

13
13
years of professional experience
3
3
years of post-secondary education

Work History

Field Support Customer Specialist

Maxim Healthcare
Memphis, TN
09.2019 - 09.2023
  • Directed customers to appropriate departments for additional support.
  • Verified accuracy of customer account information and updated when necessary.
  • Identified customer issues with products or services, investigated causes and initiated resolutions.
  • Provided customers with detailed information on company products, services and materials.
  • Responded to customer inquiries via phone, email and web-based platforms.
  • Assisted in training new employees and participated in cross-training with other departments.

Customer Service Lead

American Home Shield
07.2016 - 05.2019
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Responded to customer calls and emails to answer questions about products and services.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Reviewed associate performance to identify training needs.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.

Area Salon Manager

JCPenney Salon
07.2010 - 09.2016
  • Oversaw salon employee performance, facility cleanliness, and sales.
  • Maintained general appointment calendar and set shift schedules.
  • Handled employee scheduling and coverage needs during business hours.
  • Controlled inventory by tracking expenses, purchases, and shelf stock.
  • Increased staff productivity by providing ongoing training, motivation, and performance evaluations.

Education

Some College (No Degree) - Business Management

University of Memphis ( Memphis State)
Memphis, TN
01.2009 - 02.2011

Associate of Science - Cosmetology Instructor

Tennessee Academy of Cosmetology
Memphis, TN
02.2024 - 02.2024

Associate of Science - Cosmetology

American Beauty College
San Antonio, TX
03.1996 - 04.1997

Skills

Complaint Handling

Clerical SupportConflict Resolution

Staff Training

Microsoft Outlook

Critical Thinking

Customer Service

Microsoft Excel

Call center experience

CRM Software

Complaint Handling

Timeline

Associate of Science - Cosmetology Instructor

Tennessee Academy of Cosmetology
02.2024 - 02.2024

Field Support Customer Specialist

Maxim Healthcare
09.2019 - 09.2023

Customer Service Lead

American Home Shield
07.2016 - 05.2019

Area Salon Manager

JCPenney Salon
07.2010 - 09.2016

Some College (No Degree) - Business Management

University of Memphis ( Memphis State)
01.2009 - 02.2011

Associate of Science - Cosmetology

American Beauty College
03.1996 - 04.1997

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Barbara Davis- DowneyCustomer Service Manager