Della Roach
Customer Service Manager
Omaha,NE
Summary
Goal-oriented Customer Service Manager with six 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.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Manager
The Home Depot
Omaha, NE
04.2016 - Current
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Licensed Massage Therapist
Self Employed
Omaha, NE
12.2010 - 12.2020
- Spoke with clients regarding health history, expectations, services and procedures for safety and customer satisfaction.
- Maintained client treatment records and designed long-term care programs for return customers.
- Provided safe, effective and appropriate massage therapy techniques during customer appointments.
- Performed massages for clients using hot stone, Swedish, deep tissue, sports and pregnancy methodologies.
- Booked appointments, answered phones, greeted clients, handled payments and created client service tickets.
- Grew sales with great work ethic, individualized beauty care plans and positive attitude.
- Addressed mobility limitations and generalized pain originating from muscle tightness through deep tissue massage techniques.
- Advised athletes on areas of concern causing pain or predisposing to injury, instructing on warm-up and stretching techniques to relieve dysfunction and prevent injury.
- Reduced or eliminated muscular stress and tightness through Swedish massage, implementing variety of stroke lengths, rhythms and intensities to optimize relaxation.
Certified Licensed Massage Therapist
Massage Envy
Omaha, NE
04.2006 - 12.2010
- Addressed mobility limitations and generalized pain originating from muscle tightness through deep tissue massage techniques.
- Reduced or eliminated muscular stress and tightness through Swedish massage, implementing variety of stroke lengths, rhythms and intensities to optimize relaxation.
- Implemented reflexology, manipulating feet of patients to relieve symptoms throughout body and restore total-body balance.
- Advised athletes on areas of concern causing pain or predisposing to injury, instructing on warm-up and stretching techniques to relieve dysfunction and prevent injury.
- Applied principles of trigger point therapy to diagnose and address pain transferred from muscular stress or tightness.
- Relieved muscular tension and alleviated cellulite through myofascial release and instruction in self-myofascial release therapy.
- Treated back pain, insomnia, depression and anxiety through use of hot stones along sides of spine, in palms and upon feet, abs and legs.
- Restored proper flow of body's internal energy through Shiatsu techniques, improving activity of nervous system, hormonal balance and cardiovascular and lymphatic circulation.
- Performed body scrub therapy on individuals with skin needing exfoliation or hydration using both salt and sugar scrubs and individualized oil selections.
- Aided customers in weight loss and detox through use of body wraps.
- Provided safe, effective and appropriate massage therapy techniques during customer appointments.
- Spoke with clients regarding health history, expectations, services and procedures for safety and customer satisfaction.
- Maintained client treatment records and designed long-term care programs for return customers.
- Performed massages for clients using hot stone, Swedish, deep tissue, sports and pregnancy methodologies.
- Grew sales with great work ethic, individualized beauty care plans and positive attitude.
- Advised clients on areas such as posture, at-home exercises and stretches.
- Assessed clients carefully to determine massage needs and potential problems due to individual physical conditions.
- Assessed guest needs and identified muscle issues, medical conditions and contraindications before beginning session.
Education
High School -
Plate Valley Academy
Shelton, Ne 08.1985 - 05.1989
Skills
Customer Relations
undefinedTimeline
Customer Service Manager
The Home Depot
04.2016 - Current
Licensed Massage Therapist
Self Employed
12.2010 - 12.2020
Certified Licensed Massage Therapist
Massage Envy
04.2006 - 12.2010
High School -
Plate Valley Academy
08.1985 - 05.1989
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