Joyce Connelly
Staten Island
Summary
Highly motivated and results-driven Customer Service Manager with 20+ years of experience in leading high-performing teams, driving sales, and enhancing customer satisfaction. Skilled in fostering collaboration, ensuring top-tier service standards, and developing effective training programs. Proven ability to consistently meet corporate goals, exceed client expectations, and ensure all key performance indicators (KPIs) are met while building long-lasting brand loyalty.
Overview
19
19
years of professional experience
Work History
Customer Service Director
Focus Camera
11.2005 - Current
- Sales Generation & Client Experience: Successfully meet and exceed sales targets aligned with corporate goals, while delivering an exceptional customer experience rooted in the company’s sales culture
- Staff Development: Source, hire, onboard, and mentor high-performing teams, providing continuous training and feedback to foster growth and productivity
- Performance Management: Monitor, assess, and coach team performance, setting clear expectations to improve service delivery and sales results
- Team Leadership: Lead by example with accountability, relationship-building, and motivational leadership to inspire teams in meeting goals
- Operational Efficiency: Oversee inventory management, shipping/receiving, and ensure product availability to meet customer needs
- Cross-Departmental Collaboration: Work closely with Product, Marketing, and other departments to align on company goals, improve processes, and ensure efficient operations
- Staff Scheduling: Develop and manage weekly schedules, ensuring proper staffing levels to meet customer demands while balancing business needs
- Process Improvement: Contribute ideas for operational enhancements, applying best practices to improve service quality and overall efficiency
Skills
- Client Satisfaction & Retention
- Sales Strategy & Performance Management
- Training & Staff Development
- Conflict Resolution
- Policy & Procedure Development
- Scheduling & Resource Allocation
- Reporting & Analytics
- Inventory Management & Stock Coordination
- Software: Word
- Software: Excel
- Software: PowerPoint
- Software: SellerCloud
- Software: ZenDesk
- Software: Zowie
- Software: UPS WorldShip
Timeline
Customer Service Director
Focus Camera
11.2005 - Current
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