Chanel Cotton
Columbia,SC
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Goal-oriented Customer Service Manager with Number years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Manager
United States Postal Office
Charlotte, NC
08.2010 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Developed and offered unique discount options to drive interest in new product lines.
- Generated customer satisfaction surveys to analyze results into action plans.
Human Resources Specialist
Harris Teeter Distribution Center
Matthews, NC
01.2007 - 08.2010
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Managed payroll processing and benefits to compensate employees for service rendered.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Resolved employee complaints and grievances successfully through mediation and collaboration.
- Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
- Oversaw and managed hiring process and assisted human resources.
- Briefed job applicants regarding responsibilities, benefits and schedules to provide information regarding job specifications and logistics.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing, and position management practices.
- Developed and maintained positive relationships with external vendors, insurance providers and benefits administrators to establish trust and rapport.
- Developed and coordinated employee training programs to improve productivity and performance.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Analyzed and reported on employee turnover rates to determine root causes and make recommendations for improvement.
- Performed budget analysis to control expenditures and predict future budget needs.
- Administered employee benefits programs and assisted with open enrollment.
- Developed and implemented onboarding and orientation programs for new employees.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Created and delivered HR training sessions to staff, managers and executives.
- Collaborated with managers to identify and address employee relations issues.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Assisted with writing job postings and job descriptions for boards.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Advocated for staff members, helping to identify and resolve conflicts.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Developed and monitored employee recognition programs.
- Completed human resource operational requirements by scheduling and assigning employees.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
- Worked alongside global business leader to deploy new training strategies.
Education
Certificate - Clinical Medical Assistant
Carmichael Medical
Mount Pleasant, SCBachelor Of Business Science - Business
University of North Carolina At Charlotte
Charlotte, NC05.2014
Skills
- Research
- Customer Relationship Management (CRM) Software
- Issue Resolution
- Interdepartmental Collaboration
- Manage Contracts
- Grammar
- Control of Expenses
- Microsoft Excel
- Exceptional Telephone Etiquette
- Personnel Training and Development
- Sales Activities
- Coaching and Training
- Manage Budgets
- Desktop Publishing
- Client Relations and Retention
- Quality Standards
- Environmental Policy
- Customer Service
- Account Resolutions
- Strategic Planning
- Cost Management
- Financial Statements
- Project Management
- Staff Training
- Business Management Principles
- Turnover Minimization
- Employee Scheduling
- Software Name] Proficiency
- Health and Safety Regulations
- Corporate Social Responsibility
- Conflict Management
- Business Intelligence
- Time Management
- Sales Strategies
- Retail Platforms
- Customer Relations
- MS Office Expertise
- Process Payments
- Process Improvement
- Greet Guests
- Coordinate Events
- Manage Profitability
- Information Confidentiality
- Supply Chain Management
- Order Supplies
- Conflict Resolution Techniques
- Logistics Policies and Procedures
- Policy Enforcement
- Staff Management
- Skilled Trainer
- Government Policy
- Accounting Techniques
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- CNP - Certified Notary Public
Timeline
Customer Service Manager
United States Postal Office
08.2010 - Current
Human Resources Specialist
Harris Teeter Distribution Center
01.2007 - 08.2010
Certificate - Clinical Medical Assistant
Carmichael Medical
Bachelor Of Business Science - Business
University of North Carolina At Charlotte