JOYCE MILNER
Cypress
Summary
Dynamic Branch Manager with a proven record in enhancing customer satisfaction, team performance, and operational efficiency. Expertise in conflict resolution and sales strategy development has driven significant improvements in service delivery and client loyalty.
Overview
27
27
years of professional experience
Work History
Branch Manager
Gateway Printing & Office Supply
Houston
03.2013 - Current
- Supervised staff to ensure quality customer service at all times.
- Led daily operations for printing and office supply services.
- Developed training programs to enhance team skills and performance.
- Maintained relationships with vendors for timely supply deliveries.
- Streamlined workflow processes to improve service efficiency and response time.
- Conducted regular staff meetings to align team goals and expectations.
- Managed staff scheduling, hiring and training processes.
- Conducted regular performance reviews for all employees in the branch.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Resolved escalated customer complaints in a timely manner.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Developed strategies to increase customer satisfaction and loyalty.
- Disciplined employees to encourage compliance with company policies and procedures.
- Established and built customer relationships through targeted outreach and initiatives.
- Established strong working relationships with external partners such as vendors and suppliers.
- Designed sales and service strategies to improve revenue and retention.
- Assisted other branches when needed during peak periods or special projects.
- Supported outside sales force in servicing and obtaining new business.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Coordinated promotional campaigns for new products or services in order to boost sales revenue.
- Checked payroll, vendor payments and other accounting disbursements for accuracy and compliance.
Customer Service Representative
Stephens Office Supply
Houston
01.1999 - 03.2013
- Resolved customer complaints through effective communication and problem-solving.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints promptly and efficiently.
- Assisted customers with product inquiries and order placements.
- Answered customer inquiries and provided accurate information regarding products and services.
- Educated customers on product features and usage for better understanding.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Handled returns and exchanges in accordance with company policies.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained accurate records of customer interactions and transactions.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Utilized inventory management systems to track stock levels and availability.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Implemented innovative methods for streamlining the customer service process.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Collaborated with team members to improve service efficiency and customer satisfaction.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Supported sales team members to drive growth and development.
- Strengthened customer retention by offering discount options.
- Took special orders in person and over telephone, generating additional revenue every month.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Surpassed sales goals through implementation of successful marketing strategies.
- Prevented key account losses by researching discrepancies and correcting problems.
- Contacted customers about potential service upgrades, new services and account changes.
- Prevented key account losses by researching discrepancies and correcting problems.
- Contacted customers about potential service upgrades, new services and account changes.
Education
Associate of Arts - Business Management
Lone Star College
Houston, TX06-2026
Skills
- Customer service
- Team management
- Employee training
- Project management
- Workflow optimization
- Sales strategies
- Conflict resolution
- Communication skills
- Process improvement
- Customer and vendor relations
- Results orientation
- Consistent performance
- Customer engagement
- Task prioritization
- Product training
- Staff management
- Operations management
- People-oriented
- Relationship building
- Staff development
- Relationship management
- Staff supervision
- Customer relationships
- Team player
- Revenue growth strategies
- Sales expertise
Timeline
Branch Manager
Gateway Printing & Office Supply
03.2013 - Current
Customer Service Representative
Stephens Office Supply
01.1999 - 03.2013
Associate of Arts - Business Management
Lone Star College