Cynthia Norman
Port Arthur,Texas
Summary
Motivated Customer Service Manager, adept at providing a consultative approach in engaging customers and ensuring the accurate handling of thousands of transactions. Strong attention to detail, approaching the job with persistence. Work effectively in a fast-paced, high-volume environment. Demonstrated ability to manage tough situations calmly, obtaining amicable resolutions. A hardworking and reliable Associate focused on going above and beyond to support the team and serve customers. Motivated to continue to learn and grow as a Service professional.
Overview
33
33
years of professional experience
Work History
Clerk
USPS
08.2020 - Current
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Interacted with customers by phone, email, or in-person to provide information.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
Customer Service Supervisor
Health Fitness Corporation
06.2011 - Current
- Supervisor over Child Care, Front Desk, & Membership
- Supervised and guided staff, providing training and technical assistance to meet department and organizational goals
- Attended meetings with management to review department performance and status of membership
- Reviewed staff performance and provided performance appraisals and recommendations for improvement
- Monitored day-to-day activities of all sales support operations
- Used database and software programs to obtain and communicate information
- Monitored workflow queue to ensure adequate distribution of work to all associates
- Resolved customer questions and complaints via inbound and outbound customer contact
- Determined the priority of tasks and assigned staff to provide effective and efficient service
- Developed and optimized work schedules to cover expected workloads.
Service Director
HEB Grocery
07.1991 - 06.2011
- Contributed to the continued success of a high-volume Grocery organization by coordinating high-quality support services
- Ordered, organized and tracked the use of the department's supplies
- Prepared operational reports to update senior leaders on routine activities and special projects
- Organized and maintained facility space to keep everything in good working order for expected needs
- Managed the effective training of new employees and ongoing classes to keep the staff current on procedures
- Kept the Grocery operation smooth and efficient by carefully monitoring the activities of staff
- Handled construction and renovation projects to enhance the organization's efficiency and long-term success
- Hired and terminated administrative personnel based on fluctuating operational needs
- Satisfied customers by delivering speedy and expert service for all Customer needs
- Managed communications between team members, customers and vendors to keep operations efficient and successful
- Prepared reports highlighting important information such as IPM's and Cast over and short
- Prevented service delays by effectively using slow periods to get ahead of routine tasks such as restocking supplies
- Consulted with customers to understand desires and suggest best products to meet needs
- Met targets consistently by working hard and with strong attention to detail
- Developed and communicated standard operating procedures to team of 120
- Protected business from unnecessary liability by carefully following security and safety standards
- Determined team targets and implemented plans to achieve goals at individual and group level
- Carried out high-quality customer service work with little oversight
- Collaborated well with team members to carry out daily assignments and achieve team targets
- Ordered, organized, and rotated supplies
- Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets
- Kept inventory levels optimized and supplies organized for forecasted demands
- Reviewed activities regularly to identify opportunities for improvement.
Online Order Taker
West Work At Home
02.2000 - 08.2003
- Welcomed customers and provided quick and attentive service.
- Effectively communicated with customers to clarify order details and ensure the highest level of satisfaction during their ordering experience.
- Accurately performed cash register operations to process and receive payments and issue change.
- Warmly greeted and welcomed customers to establishment before requesting food order.
- Demonstrated excellent multitasking skills under pressure; managed multiple telephone lines while efficiently processing orders.
- Developed a strong knowledge of product offerings to confidently answer customer inquiries and provide recommendations when needed.
- Assisted in reducing order errors with meticulous attention to detail while inputting data.
- Achieved timely fulfillment of orders by consistently meeting established deadlines.
- Adapted quickly to new software systems used for managing customer orders, ensuring minimal disruptions during transitions.
- Consistently met or exceeded performance goals related to order volume, accuracy, and timeliness.
- Improved customer satisfaction by promptly addressing concerns, providing accurate information, and offering solutions when necessary.
Education
High School Diploma -
Burkeville High School
Burkeville, TXBusiness -
Lamar University
Beaumont, TXSkills
- Staff assignments and supervision
- Customer escalations
- Team productivity
- Goal attainment
- Evaluate performance
- Employee supervision
- Microsoft Office
- Train employees
- Financial reporting
- Customer service
- Coordinate schedules
- Multitasking
- Attention to detail
- Problem-solving
- Customer relations
Timeline
Clerk
USPS
08.2020 - Current
Customer Service Supervisor
Health Fitness Corporation
06.2011 - Current
Online Order Taker
West Work At Home
02.2000 - 08.2003
Service Director
HEB Grocery
07.1991 - 06.2011
High School Diploma -
Burkeville High School
Business -
Lamar University
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