Samantha Alvarez
Odessa,TX
Summary
Dynamic Customer Service Manager with a proven track record at Hobby Lobby, excelling in training and mentoring staff to enhance service quality. Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
2
2
years of professional experience
Work History
Customer Service Manager
Hobby Lobby
Odessa, TX
09.2024 - Current
- Trained staff on effective communication techniques to improve service quality.
- Monitored team performance and provided feedback to ensure consistent service delivery.
- Analyzed customer feedback to identify trends and inform service improvement strategies.
- Assisted in inventory management to maintain product availability for customers.
- Coordinated training sessions for new hires, focusing on policies and best practices in customer service.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Direct calls to department heads to ensure accurate information is given to each customer.
- Assuring each employee has the necessary information and tools to complete the day with no repercussions.
Education
Associate in Business Administration And Managemen - Business Administration And Management
Odessa College
Odessa, TX06.2024
Skills
- Customer service
- Problem-solving
- Customer focused
- Time management
- Training and mentoring
- Decision-making
- Cash handling
- Conflict resolution techniques
- Exceptional telephone etiquette
- Staff training
- Schedule management
- Management of remote employees
Languages
Spanish
Professional Working
Timeline
Customer Service Manager
Hobby Lobby
09.2024 - Current
Associate in Business Administration And Managemen - Business Administration And Management
Odessa College