Diane Fullman

I was the Retail Manager for the Chicago District in FY 2000. During that time period I oversaw the overall performance of 25 local retail units such as their revenue generation compared to SPLY, the condition of the facility as viewed by the public as well as the back office. The employee's appearance, disposition and ability to successfully interact with the customer ensuring their needs were met with each transaction and upsell all products and services. I ensured all audits were conducted monthly, quarterly and annually as required.

saI also found an opportunity to generate additional revenue during a rare occasion, the Manager of Retails and Sales Great Lakes area approached the Retail Managers to see if any of us was interested in investing in promoting a Sammie Sosa cache since he and

• Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
• Collaborated with other departments to address recurring customer concerns, improving overall service quality.
• Coached employees through day-to-day work and complex problems.
• Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
• Enhanced team productivity through regular coaching, feedback, and performance evaluations.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
• Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
• Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
• Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
• Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Led regular customer service meetings to review progress identify challenges and provide feedback.
• Researched and corrected customer concerns to promote company loyalty.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
• Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
• Identified customer service trends to provide recommendations for process and procedural improvements.
• Created customer support strategies to increase customer retention.
• Implemented feedback system for customers to provide comments and suggestions to improve service.
• Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
• Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
• Created, prepared, and delivered reports to various departments.
• Monitored call center data to assess trends, proactively implementing solutions for identified issues.
• Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
• Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
• Spearheaded process improvements within the department that led to reduced response times for incoming inquiries.
• Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
• Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Monitored front areas so that questions could be promptly addressed.
• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
• Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Kept high average of performance evaluations.
• Delegated tasks to administrative support staff to organize and improve office efficiency.
• Completed bi-weekly payroll for [Number] employees.
• Interceded between employees during arguments and diffused tense situations.
• Managed supervisor itinerary and appointments and streamlined scheduling procedures.
• Implemented project management techniques to overcome obstacles and increase team productivity.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
• Improved office operations by automating client correspondence, record tracking and data communications.
• Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
• Organized meetings for executives and coordinated availability of conference rooms for participants.
• Organized spaces, materials and catering support for internal and client-focused meetings.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

• Honor: Summa Cum Laude
• Dean's List 2000-2002
• 3.9 GPA