Summary
Overview
Work History
Education
Skills
Timeline
Generic

Patrick Henderson

Phoenix,AZ

Summary

Experienced Customer Service Supervisor and Manager

Overview

17
17
years of professional experience

Work History

Customer Service Supervisor

Target
Phoenix, AZ
03.2015 - Current
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Coached employees through day-to-day work and complex problems.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Resolved account issues to build rapport and relationships with clients.
  • Assessed and authenticated customer exchanges, voids and returns.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Kept abreast of new company products and services to effectively answer questions and resolve complaints.
  • Created customer support strategy to increase customer retention.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Compiled and analyzed customer feedback data to develop new strategies and corrective action.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.
  • Assisted with preparing information required for quotes and addressed potential service concerns.
  • Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
  • Standardized office structures and processes to promote collaboration and increased performance.
  • Executed on-time and under-budget project management on complex issues while updating customers on technician availability.

Retail Store Manager

Radio Shack Corporation
Phoenix, AZ
09.2005 - 03.2015
  • Managed store organization, maintenance and purchasing functions.
  • Resolved customer service issues promptly.
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Completed routine store inventories.
  • Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
  • Optimized store displays and appearance via strategic merchandising.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Answered questions about store policies and addressed customer concerns.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
  • Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Submitted orders for new inventory.
  • Assessed sales reports to identify and enhance sales performance, support inventory oversight and capitalize on emerging trends.
  • Examined merchandise to verify correct pricing and attractive displays.
  • Supported professional development of team members and supervisors at all levels to place knowledgeable candidates in leadership roles.
  • Kept orderly and accurate accounting records by monitoring sales documentation.
  • Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Generated repeat business by developing and maintaining strong team of employees devoted to customer service.
  • Coordinated weekly conferences with store associates to communicate sales and customer service goals.
  • Hired, trained and supervised retail team members.
  • Performed nightly store and team performance audits.
  • Helped customers locate appropriate store locations of products, answered questions about products, and provided solutions for various issues.
  • Improved sales process and tracking with implementation of new point of sale (POS) system.
  • Addressed and resolved strategy issues to support sales management and guide business direction.
  • Promoted business strategy by implementing improvements based on guest feedback.
  • Managed weekly inventory transactions by creating templates to track optimal food and beverage stock.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.

Education

Bachelor of Arts - Psychology

Rutgers, The State University of New Jersey
New Brunswick, NJ

Bachelor of Arts - Business Administration

Stockton University
Absecon, NJ

Skills

  • Staff Training
  • Maximizing Coverage
  • Service Delivery Optimization
  • Positive and Constructive Feedback
  • Maintaining Clean Work Areas
  • Office Management
  • Call Center Operations
  • Customer Implementation
  • Report Preparation and Analysis
  • Investigation Support
  • Handling Escalations
  • One Call Resolution
  • Work Prioritization
  • Team Management
  • Special Assignments
  • Issue Resolution
  • Shrinkage Prevention
  • Performance Evaluations
  • Account Authorizations
  • Time Management
  • Workflow Management
  • Verbal and Written Communication
  • Leading Team Meetings
  • Contact Management Systems
  • Continuous Improvements
  • Policy Enforcement
  • Corrective Actions
  • Political Knowledge
  • Information Updates
  • MS Office
  • Call Monitoring
  • Collaborative Environments
  • Union Negotiations
  • Turnover Minimization
  • Coordinating Service Initiatives
  • Rewards Programs
  • Making Announcements
  • Quality Assurance
  • Talent Allocation
  • Job Assignments
  • New Hire Training
  • Payroll Administration
  • Intuit QuickBooks
  • Employee Scheduling
  • Variance Resolutions
  • Professional Phone Etiquette
  • Pivot Tables
  • Clerical Support
  • Team-Building Exercises
  • Contracts and Vendor Agreements
  • Hanging Items
  • Mail and Package Distribution
  • Loyalty Programs
  • Microsoft PowerPoint
  • Benchmark Setting
  • Dealership Management
  • Google Spreadsheets
  • Behavior Identification
  • Confidence and Drive
  • Information Security
  • Maintenance Coordination
  • Leadership and Change Management
  • Employee Motivation
  • Electronic Files Maintenance
  • Adaptable and Resilient
  • Diligent Follow Through
  • Administration and Operations
  • Supervising Employees
  • Daily Timekeeping
  • Reading Comprehension
  • Research and Analysis
  • Remote Work Coordination
  • Travel Coordination
  • Electronic Invoicing
  • Layout Planning
  • Compliance Adherence
  • Delegation and Work Assignment
  • Establishing Work Schedules
  • Legal Standards
  • Scripted Calls
  • Special Requests
  • Lean Kaizen
  • Transportation Logistics
  • Spanish Fluency
  • Labor Relations
  • Inventory Merchandising
  • Office Equipment Management
  • Friendly and Relatable
  • Data Analysis and Modeling
  • Database Maintenance
  • Reviewing Resumes
  • Employee Performance Reviews
  • Meeting Coordination and Support
  • POS Inventory System Operation
  • Leadership
  • Training and mentoring

Timeline

Customer Service Supervisor

Target
03.2015 - Current

Retail Store Manager

Radio Shack Corporation
09.2005 - 03.2015

Bachelor of Arts - Psychology

Rutgers, The State University of New Jersey

Bachelor of Arts - Business Administration

Stockton University

Similar Profiles

CREATE PROFILE
Patrick Henderson