Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Poindeh Weede

Customer Service Manager
Galloway,NJ

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.

Overview

10
10
years of professional experience
4
4
years of post-secondary education

Work History

Customer Relationship Manager

Tourneau LLC
Long Island City, NY
06.2021 - Current
  • Assisted customers with opening accounts and signing up for new services.
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Delivered superior customer service to strengthen relationships and drive future business revenue.
  • Developed and implemented standards for staff to provide consistent service to customers.
  • Created customer support strategies to increase customer retention.
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
  • Liaised between customers and organization with particular focus on working with sales department.
  • Developed summaries to assess each client's participation level and determine targets for follow-up plans.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Made customers aware of current and new programs and services.

Customer Service Manager

Jonathan Adler
Lexington
02.2018 - 06.2021
  • Served as a primary contact for customer inquiries about JA websites, products, and brand's policies
  • Delivered luxury-oriented customer services via phone, email, and chat aligned with the brand's SLAs
  • Assisted clients with order follow-ups, after-sales service, and general inquiries
  • Managed ongoing customer relationships using our CRM tools
  • Worked directly with our HERO live chat platform to verify orders, authorize returns, confirm shipping statuses, etc
  • Developed collaborative, positive working relationships with staff at our traditional shops.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Processed customer adjustments to maintain financial accounts.
  • Recorded account information to open new customer accounts.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Created and maintained detailed database to develop promotional sales.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Sought ways to improve processes and services provided.

Operations Manager

MCM
SoHo, NY
10.2017 - 02.2018
  • Oversee the delivery of MCM orders to customers
  • Build, optimize, and assign delivery routes
  • Communicate with and respond to MCM Customer Service associates on delivery exceptions and requests
  • Support my team in daily operations management of the delivery station, including route assignment, leading meetings, and communicating with internal and external suppliers
  • Troubleshoot problems through to resolution, escalating as necessary
  • Provide vacation coverage for other managers
  • Review and update SOPs as required
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
  • Prepared annual budgets with controls to prevent overages.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Advanced productivity KPIs to achieve key business goals and objectives.
  • Increased profit by streamlining operations.
  • Spearheaded department training to enhance employee performance and boost employee productivity.
  • Developed systems to track and log work issues.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
  • Partnered with vendors and suppliers to effectively manage and budget.

Keyholder

Tailored Brands
Syosset, NY
06.2013 - 10.2017
  • Responsible for recruiting, interviewing, hiring, and training store team members who embody Jos
  • A
  • Bank culture and values
  • Consistently able to attract coachable individuals capable of delivering exceptional customer service through authentic customer engagement
  • Maintained the highest employee retention rate in the district, serving as a mentor to other area stores on retention strategy
  • Demonstrated success in temp-to-hire program, with numerous temps making the transition to full time roles
  • Helped build an extremely loyal associate team by identifying what motivated each individual, and managing accordingly.
  • Provided sales feedback to management to address concerns in sales reports.
  • Completed store opening and closing procedures.
  • Processed cash, credit, debit and check payments.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Trained and mentored new employees.
  • Accepted and processed customer returns.
  • Opened inventory boxes and restocked shelves.
  • Received and counted money.
  • Improved customer service by projecting friendly and knowledgeable attitude.
  • Used weekly financial data to analyze company growth and optimize operational strategies.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.

Education

High School Diploma -

Preparatory Academy For Writers
Springfield Gardens, NY
2008.09 - 2012.06

Skills

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Accomplishments

  • Resolved product issue through consumer testing.

Timeline

Customer Relationship Manager

Tourneau LLC
06.2021 - Current

Customer Service Manager

Jonathan Adler
02.2018 - 06.2021

Operations Manager

MCM
10.2017 - 02.2018

Keyholder

Tailored Brands
06.2013 - 10.2017

High School Diploma -

Preparatory Academy For Writers
2008.09 - 2012.06

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Poindeh WeedeCustomer Service Manager