Brenda Mace
Myrtle Beach,SC
Summary
I bring 23 years of management and excellent customers service with me to join your team and help build your business. Highly motivated, and dependable. Willing to learn and grow with your company, Very professional and task oriented.
Quality focused manager adept at providing employees clear guidelines and targeted goals to drive sustained revenue growth, team efficiency and customer loyalty. Knowledgeable about recruiting, hiring, training and motivating qualified teams to meet and exceed objectives. Motivational leader, strategic planner and analytical problem solver with demonstrated record of retail success.
Quality focused manager
adept at providing employees clear guidelines and targeted goals to drive sustained revenue growth, team efficiency and customer loyalty. Knowledgeable about recruiting, hiring, training and motivating qualified teams to meet and exceed objectives. Motivational leader, strategic planner and analytical problem solver with demonstrated record of retail success.
Customer-oriented Store Manager offering over 30 years of experience in retail operations, sales and service team leadership and profitability strategies. Organized and adept at prioritizing daily tasks and following through to achieve performance and productivity goals.
Overview
30
30
years of professional experience
Work History
Customer Service Advocate/Remote
Highmark Health
Myrtle Beach, SC
09.2022 - Current
- Greeted and assisted customers with inquiries regarding products and services.
- Resolved customer complaints via phone, email, mail or social media.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Maintained records of customer interactions and transactions.
- Developed relationships with customers through friendly conversations.
- Performed follow-up procedures after customer service interaction was completed.
- Adhered to all company guidelines when interacting with customers.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Followed up on customer inquiries not immediately resolved.
- Worked closely with other departments to ensure quality customer service delivery.
- Managed incoming calls from customers in a professional manner.
- Assisted management with the development of new strategies for improved customer satisfaction.
- Attended weekly meetings on changes in processes that affect the organization's ability to provide excellent service.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Upheld privacy and security requirements for customer information.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Exceeded company productivity standards on consistent basis.
- Completed continuing education and training programs for professional development.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Client Service Manager
The Lakes At Litchfield
Pawleys Island, SC
06.2021 - 09.2022
- Developed and managed client relationships to ensure satisfaction with services provided.
- Provided timely responses to customer inquiries and requests for service.
- Monitored customer accounts to identify any potential issues or areas of improvement.
- Coordinated with internal teams to develop strategies for addressing customer needs in a timely manner.
- Analyzed customer feedback to identify trends, opportunities, and areas of improvement.
- Resolved escalated customer complaints in a professional manner.
- Conducted regular meetings with clients to review progress on projects and address any concerns or questions they may have had.
- Facilitated training sessions for new staff members on the company's policies and procedures related to client service management.
- Developed comprehensive business plans that outlined strategies for meeting client needs while achieving organizational goals.
- Generated monthly performance reviews that highlighted successes, challenges, and areas of improvement within the department.
- Managed the recruitment process for new hires in the Client Service department.
- Established effective communication channels between clients and other departments within the organization.
- Assisted in developing marketing materials aimed at increasing awareness about available services among customers.
- Participated in industry events as an ambassador of the company's brand.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Directed [Number] enterprise customer support team members and leveraged data analytics to identify areas of improvement and accountability.
- Revised department schedules to maximize coverage during peak hours.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Evaluated employee job performance and motivated staff to improve productivity.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Audited customer account information to identify issues and develop solutions.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Explained benefits, features and recommendations to maximize client retention.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
PCT
Fresenius Medical Care Holdings Inc.
Conway, SC
01.2021 - 06.2021
- Assisted preceptors in orienting new PCTs to the clinical setting and teaching them proper patient care procedures.
- Provided guidance to PCTs on how to accurately document patient information into the medical record system.
- Facilitated team-based learning activities for PCTs such as case studies, role-playing scenarios, and simulations.
- Adhered to all hospital protocols when dealing with hazardous materials or infectious diseases.
Retail Sales Consultant
AT&T Mobility
Parkersburg, WV
04.2008 - 06.2020
- Identified the demand for service offerings through needs assessments.
- Provided every customer with professional and polite support for sales and service needs.
- Maintained current store, product and promotional knowledge to drive consistent sales.
- Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Utilized strong customer service skills to meet and exceed sales goals.
- Stayed up to date on store promotions, payment policies and security practices.
- Educated customers on product and service offerings.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
Store Manager
New York And Co
Vienna , WV
06.2004 - 10.2007
- Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
- Minimized financial discrepancies by accurately controlling monthly operations budget.
- Processed shipments and maintained stock shelf organization.
- Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
- Exceeded specific team goals and resolved issues by partnering with staff to share and implement customer service initiatives.
- Hired, trained and managed team of [Number] associates, including evaluating performance and enforcing disciplinary actions.
- Delegated work to employees based on shift requirements, individual strengths and unique training.
- Updated store pricing, signage and merchandising based on current promotions.
- Counted cash drawers and made bank deposits.
- Coached and mentored associates to achieve [Number] employee promotions.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Fostered healthy team environments to promote collaboration and boost productivity.
- Managed store appearance, including merchandising and displays, signage, decorations and cleaning.
- Maintained daily record of all transactions.
- Enforced adherence to policies, standards and security protocols.
- Addressed customer inquiries and resolved complaints.
- Trained all new assistant managers and [Job title]s on store security, monetary procedures and customer service expectations.
- Oversaw inventory tracking, management and physical inventory counts.
- Managed sales, reconciled cash and made bank deposits while performing store opening and closing duties.
- Built loyal customer base by delivering excellent service and stocking in-demand products.
Store Manager
Wilson’s Leather
Parkersburg, WV
06.1994 - 06.2004
- Shared product knowledge with customers and made personal recommendations, which boosted upselling and cross-selling.
- Created attractive store displays to generate customer interest and boost sales.
- Hired, trained and managed team of [Number] associates, including evaluating performance and enforcing disciplinary actions.
- Oversaw inventory management with cycle counts, audits and shrinkage control.
- Oversaw annual store budget, working closely with corporate and financial departments on reporting and payroll.
- Fostered healthy team environments to promote collaboration and boost productivity.
- Processed shipments and maintained stock shelf organization.
- Managed store appearance, including merchandising and displays, signage, decorations and cleaning.
- Interviewed, hired, supervised and trained [Number] employees and instituted mentoring program to develop skills, leadership and employee excellence.
- Delivered excellent customer service by greeting and assisting each customer.
- Trained all new assistant managers and [Job title]s on store security, monetary procedures and customer service expectations.
- Implemented succession planning by training and developing [Number] associates into leadership positions.
- Provided excellent customer service and adhered to all standard practices, maximizing sales and minimizing shrinkage.
- Implemented merchandising plans to drive profitability, collaborating with visual merchandising team to develop strategy.
- Managed sales, reconciled cash and made bank deposits while performing store opening and closing duties.
Education
High School Diploma -
Parkersburg High School
Parkersburg, WV05.1979
Skills
- Retail sales
- Retail sales customer service
- Effective Retail Sales Manager
- Retail sales campaigns
- Employee Training
- Payroll Management
- Shift Scheduling
- Store operations oversight
- Risk Management
- Store Merchandising
- Loss Prevention
- Supply Ordering
- Team Development
- Promotional planning
- Delegating Work
- Marketing and Promotions
- Employee Scheduling
Timeline
Customer Service Advocate/Remote
Highmark Health
09.2022 - Current
Client Service Manager
The Lakes At Litchfield
06.2021 - 09.2022
PCT
Fresenius Medical Care Holdings Inc.
01.2021 - 06.2021
Retail Sales Consultant
AT&T Mobility
04.2008 - 06.2020
Store Manager
New York And Co
06.2004 - 10.2007
Store Manager
Wilson’s Leather
06.1994 - 06.2004
High School Diploma -
Parkersburg High School
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