Summary
Overview
Work History
Education
Skills
Timeline
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Iman Burse

Hampton,VA

Summary

Resourceful and client-focused Customer Service Manager with over 9 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills. Motivated customer service manager focused on streamlining service procedures and maximizing team efficiency. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates effective judgment in balancing customer, employee and company objectives.

Overview

22
22
years of professional experience

Work History

Clerical assistant

Inergroup
09.2023 - Current
  • Successfully managed communications across departments, ensuring timely and accurate information dissemination to all stakeholders.
  • Coordinated complex meeting schedules for up to 20 participants, optimizing time management and resource allocation.
  • Provided comprehensive administrative support to executive team members, facilitating smooth operations and effective decision-making.
  • Drafted and managed correspondence with clients and vendors, enhancing relationships and ensuring professionalism.
  • Organized and maintained extensive document archives, improving accessibility and retrieval times by 25%.
  • Scheduled appointments and managed calendars for senior staff, optimizing time usage and minimizing scheduling conflicts.
  • Assisted with data entry and validation, ensuring accuracy and completeness for critical reporting processes.
  • Prepared detailed reports and presentations, summarizing key performance indicators and providing actionable insights for management.

Customer service representative

Trinity Telecommunications
03.2022 - 08.2025
  • Deployed technical and project management consultants to projects with client companies in all business sectors.
  • Worked with employees on career development plans, skill building, and placement onto project opportunities maximizing career growth experience.
  • Interviewed job candidates and conducted new employee orientations and other onboarding activities.

Warehouse Loader

Simos Solutions
07.2013 - 01.2015
  • Operated forklifts and pallet jacks for efficient loading and unloading of warehouse deliveries.
  • Ensured compliance with safety regulations during material handling and storage processes.
  • Collaborated with team members to maintain organized inventory and streamline workflow efficiency.
  • Conducted regular inspections of equipment to ensure operational readiness and safety standards.

Warehouse Associate

APEC
05.2009 - 10.2011
  • Operated forklifts and pallet jacks to efficiently move inventory throughout warehouse.
  • Conducted regular inventory audits to ensure accuracy and compliance with safety standards.
  • Collaborated with team members to streamline order fulfillment processes, enhancing overall efficiency.
  • Trained new associates on safety protocols and operational procedures for optimal performance.

Customer Service Representative Team Lead

TRG Group Inc.
02.2008 - 08.2010
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Located products through extensive researching and arranged for drop shipments for items located at different facilities.
  • Reviewed backordered products on daily basis, checking item availability and efficiently clearing shipping queues.
  • Set up and activated customer accounts to maintain QA satisfaction levels.

Quality Control Inspector

Id Logistics
02.2004 - 10.2007
  • Conducted thorough inspections to ensure compliance with quality standards and specifications.
  • Collaborated with cross-functional teams to address quality issues and implement corrective actions.
  • Developed and maintained detailed documentation of inspection processes and findings.
  • Trained new staff on quality assurance protocols and inspection techniques.
  • Implemented corrective actions for identified defects, enhancing overall product quality and reducing returns.
  • Conducted thorough inspections of incoming and outgoing products to ensure compliance with quality standards.

Customer Service Agent

Hall Automotive
08.2006 - 10.2007
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Implemented services to assist company in maintaining exceptional client service ratings on external audits.
  • Evaluated customer account information to assess current issues and determine potential solutions.

Education

Associate of Applied Science - Business Management

Thomas Nelson Community College
07.2012

Skills

  • Conflict resolution techniques
  • Client relations and retention
  • Talent development
  • Proficient in Microsoft
  • Quality assurance controls
  • Focused on customer satisfaction
  • Account management
  • MRP and SABLE proficiency
  • File organization

Timeline

Clerical assistant

Inergroup
09.2023 - Current

Customer service representative

Trinity Telecommunications
03.2022 - 08.2025

Warehouse Loader

Simos Solutions
07.2013 - 01.2015

Warehouse Associate

APEC
05.2009 - 10.2011

Customer Service Representative Team Lead

TRG Group Inc.
02.2008 - 08.2010

Customer Service Agent

Hall Automotive
08.2006 - 10.2007

Quality Control Inspector

Id Logistics
02.2004 - 10.2007

Associate of Applied Science - Business Management

Thomas Nelson Community College

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Iman Burse