Customer Service Manager
Smith’s Food and Drug
Hi, I’m
Sharon Rzepkowski
Customer Service Manager
UNION CITY,TN
Summary
Dynamic Customer Service Manager with a proven track record at Smith’s Food and Drug, excelling in complaint resolution and customer retention. Expert in CRM and team building, I enhanced customer satisfaction through innovative problem-solving and effective training programs, significantly reducing complaints and boosting team productivity.
Work History
Smith’s Food and Drug
Customer Service Manager
Job overview
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Kept accurate records to document customer service actions and discussions.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Created and reviewed invoices to confirm accuracy.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
- Increased efficiency in handling customer inquiries by implementing advanced CRM system.
- Improved team morale by establishing recognition program for exceptional customer service.
- Enhanced team productivity with introduction of flexible working arrangements.
- Elevated customer satisfaction with detailed training programs for support staff.
Education
LDS BUSINESS COLLEGE SLC, UT
Associate of Applied Science
06.1987
Skills
Customer service
Complaint resolution
Customer relationship management (CRM)
Problem-solving
Workflow management
Training and mentoring
Time management
Administrative support
Handling escalations
Customer relations
Team building
Report preparation
Performance evaluations
Customer focused
Customer retention
Decision-making
Timeline
LDS BUSINESS COLLEGE
Associate of Applied Science