Sheila Russo
RIVERSIDE,CA
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Office Administrator
Jet Limousine
RIVERSIDE, CA
10.2016 - 06.2022
- Interacted with customers by phone, email or in-person to provide information.
- Assisted with coordination and hosting of company events.
- Delivered clerical support by handling range of routine and special requirements.
- Kept detailed records of supplies and office equipment use to budget and make orders for new supplies.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
Team Leader
Arco Ampm
Chino, CA
09.2004 - 02.2013
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Merchandiser
SAS Retail Services
Orange, CA
07.2002 - 10.2004
- Inspected merchandise for quality and arranged proper display location on floor.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Established strong vendor relationships to maintain and support business.
- Planned and coordinated product availability for advertising and promotion purposes.
Customer Service/Sales Supervisor
Multi-Vision Cable TV
Anaheim, CA
07.1990 - 02.1999
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Assisted with preparing information required for quotes and addressed potential service concerns.
- Resolved account issues to build rapport and relationships with clients.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Developed and implemented office management procedures to increasing training team productivity and accuracy.
- Interceded between employees during arguments and diffused tense situations.
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Kept high average of performance evaluations.
- Monitored front areas so that questions could be promptly addressed.
Customer Service/Sales Representative
Multi-Vision Cable TV
Anaheim, CA
07.1989 - 06.1990
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Delivered superior customer service to retain existing customers and attract future customers.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Informed customers of promotions to increase sales productivity and volume.
Education
High School Diploma -
William Workman High School
City Of Industry, CA06.1983
Skills
- Team Management
- Staff Training
- Problem-Solving Techniques
- Effective Written and Verbal Communication
- Employee Motivation
Certification
- Certified Excellence in Customer Service Training Course, Multi-Vision - October 1992
Timeline
Office Administrator
Jet Limousine
10.2016 - 06.2022
Team Leader
Arco Ampm
09.2004 - 02.2013
Merchandiser
SAS Retail Services
07.2002 - 10.2004
Customer Service/Sales Supervisor
Multi-Vision Cable TV
07.1990 - 02.1999
Customer Service/Sales Representative
Multi-Vision Cable TV
07.1989 - 06.1990
High School Diploma -
William Workman High School
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