Holly Bible
Las Vegas,NV
Summary
I'm a Motivated Customer Experience Manager maximizing team efficiency. Consistent in satisfying customers, building loyalty and driving retention with diligent attention to individual needs. Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Personable, friendly and solution-oriented customer service with over 15 years of experience in service and support. Customer-focused team player offering expertise in conflict resolution, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
18
18
years of professional experience
Work History
Customer Experience Manager
Marmaxx
Las Vegas, NV, USA
11.2007 - Current
- Supported customers in high-traffic retail environment generating $300,000 monthly.
- Oversaw training of new team members and monitored each to promote productivity, accuracy and friendly service
- Managed department schedules to maximize coverage during peak hours
- Answered customer requests with friendly, knowledgeable service and support
- Took full advantage of upsell opportunities with new and potential customers
- Directed team of 75 customer service professional assisting customers.
- Prepared daily documentation and logs, including weekly reports detailing activities
- Improved productivity by providing performance feedback for corrective action
- Recommended, selected and helped locate merchandise based on customer needs and desires
- Exceeded team goals and collaborated with staff to implement customer service initiatives
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Monitored junior team members and managed employee relationships
- Performed store opening and closing duties, including arming building, deposits and change orders and checking all equipment for proper functioning
- Mentored staff on best practices in customer engagement and conflict resolution techniques.
Skills
- Team management
- Training programs
- High-energy attitude
- Customer experience management
- Experience performing routine maintenance
- Community service experience
- Experience managing vendors
Timeline
Customer Experience Manager
Marmaxx
11.2007 - Current