Laurie Wright
New Ulm,TX
Summary
Customer service manager with over six years of experience with customers in the store and online telephone support. Experience with sales of parts, troubleshooting, tech support and customer care. Knowledgeable within retail industry. My focus is on giving the customers exceptional customer service care. Handle customer complaints with ease, and process order inquiries. A positive attitude and friendly spirit with every customer contact. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Heinsohn's Country Store
10.2017 - Current
- Answer and direct calls daily, with goals of engaging customer by selling the services we offer and warranty information
- Managing customer accounts and responding to service inquiries on freight
- Scheduling of equipment shipped by freight
- Training two employees using two systems (customer service software, point of sale system) as well as basic duties involved with customers
- Received 95% customer satisfaction rate per month
- Researching and managing highly complicated accounts to provide comprehensive service to customers and assist upper management, daily
- Closing of sales in store and customer phone support with orders, up from 15% previously
- Social media correspondence with setting up and delivering emails to 8k plus customers.
Cashier
Pivo's Ice House
07.2017 - 10.2017
- Cashier and waitstaff assisting customers with ordering food and beverages
- Assist with all duties of filling ice machines, stocking beer, other non-alcoholic beverages and daily cleanliness duties
- Engaged with customers on a daily basis with superior customer service.
Education
Associate in Art -
Houston Community College
Houston, TX01.2005
Skills
- Microsoft Windows
- Knowledge of Microsoft Windows including Word, Excel, and various accounting programs, internet research and 10-key touch
- Cash handling, credit card and most all functions of a retail store
- Accounting software and knowledge
- Customer service
- Customer support
- Windows
- Customer relationship management
- Cash handling
- Marketing
- Order management system
- POS
- CRM software
- Google Docs
- E-commerce
- Google Suite
- Complaint Resolution
- Information Security
- Account Management
- Service Delivery Optimization
- Workflow Management
- Technical Support
- Microsoft Outlook, Word, and Excel
- Meticulous Attention to Detail
- Customer Relationship Management (CRM)
- Customer Relationship Management Software (CRM)
- Cash Handling
- Customer Service
- Customer-Focused
- Positive and Constructive Feedback
- Shipping, Receiving, and Warehousing
- Research and Due Diligence
- Multitasking
- Decision Making
- Problem Solving
- Data Analysis
- Social Media Monitoring
Certification
Equine behavior & Training Course, 01/01/01, 12/01/01, Houston community college course of 50 hours of study. This course included some of the necessary skills to learning equine behavior and various training lessons. Certificate was received in December 2001
Personal Information
- Relocation: Anywhere
- Title: Customer Service Manager
Timeline
Customer Service Manager
Heinsohn's Country Store
10.2017 - Current
Cashier
Pivo's Ice House
07.2017 - 10.2017
Associate in Art -
Houston Community College