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Retail Customer Service - Free Resume Sample

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What do you do, what is your job?

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ARVIND RAWAT

Contact: 999999999 | E-Mail: [email protected]


Retail Customer Service Professional

Dedicated customer service manager with extensive experience in “big box” retail sector; consistently achieve record-high customer satisfaction rankings, improvements to the bottom line / turnaround of underperforming operations


PROFILE SUMMARY

  • Extensive experience of XX years in delivering a comprehensive service to enquiring customers; possibly delegating certain customer enquiries to specific teams; managing a large number of incoming calls and emails; managing customers’ accounts; keeping a record of customer interaction and details of actions taken
  • Involved in promoting a positive work environment for employees and leading by example; managing staffing levels for the customer service counter and other key areas; ensuring associates are adequately trained and up to date on current procedures
  • Highly motivated and self-directed capable of multi-tasking and able to work with minimal supervision; able to deliver excellent presentations at a professional level; ability to communicate at all levels of the customer; from an executive audience as well as the ability to talk in detail on a tactical level
  • Excellent customer service attitude and the ability to interact with customers in a professional manner; strong staff development skills and leadership ability. ability to lead a high performance customer focused team; as maintaining a positive and professional attitude at all time
  • Possess excellent leadership and influencer skills and the ability to motivate and inspire staff and develop a strong team culture; excellent organizational, planning and decision-making skills with strong attention to detail and follow-through while maintaining focus on the big picture
  • Customer Service Management
  • Complaint Resolution
  • Retail Operations Management
  • Customer Satisfaction
  • Front-End Supervision
  • Sales & Margin Improvement
  • Teambuilding & Training
  • Cost-Reduction Strategies
  • Order Fulfillment

ORGANIZATIONAL EXPERIENCE

Since MM YY | XYZ Ltd, Delhi | Retail Customer Service Manager
Key Result Areas:
  • Carry out investigation on challenges faced by customers and give appropriate solutions to the challenges
  • Handle communications with customers face-to-face or through mediums like email, letter, phones, suggestion boxes notes, and a one-on-one interview
  • Offer resolutions to complaints and issues concerning customer orders
  • Collect information on agents and other staff performance from customers to make judgment on their performance
  • Get up-to-date information about all products; offer refund to customers when the need arises
  • Compile and print customer complaints and suggestions and present them to the appropriate authorities
  • Investigate and identify the part of the retail store that needs improvement
  • SCoordinate with the management on the initiatives that help improve customer service
  • Take advantage of social media as a medium of responding to customer complaint
  • Monitor the statistics on supports; handle customer concern over the price of a product and the ads
  • Offer counsel to customers on their chances of getting a refund for product return
  • Work with other departments in ensuring that all customer related issues are attended to
  • Conduct recruitment and training for new workers, as well as sanction or terminate the service of erring customer service representatives
Key Highlights:
  • Any existing systems/ processes streamlined???? Results obtained????
  • Major assignments handled????
  • Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
  • Awards/appreciation letters received???? Other relevant achievements????
MM YY – MM YY | ABCD Ltd, Delhi | Retail Customer Service Manager
Key Result Areas:
  • Achieved customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; prepared and completed action plans
  • Implemented production, productivity, quality, and customer-service standards; resolved problems; completed audits; identified customer service trends; determined system improvements; implemented change
  • Met customer service financial objectives by forecasting requirements; prepared an annual budget; scheduled expenditures; analyzed variances; initiated corrective actions
  • Determined customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzed information and applications
  • Improved customer service quality results by studying, evaluating, and re-designing processes; established and communicated service metrics; monitored and analyzed results; implemented changes
  • Maximized customer operational performance by providing help desk resources and technical advice; resolved problems; disseminated advisories, warnings, and new techniques; detected and diagnosed network problems
Key Highlights:
  • Any existing systems/ processes streamlined???? Results obtained????
  • Major assignments handled????
  • Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
  • Awards/appreciation letters received???? Other relevant achievements????

EDUCATION

YYYY BA from ABC College, Delhi
Trainings: Completed courses and seminars on Customer Service, Sales Strategies, Inventory Control, Loss Prevention, Time Management, Leadership, Performance Assessment and Food Safety

TECHNICAL PURVIEW

  • MS Office – Word, Excel & PowerPoint
  • Internet Applications

PERSONAL DETAILS

Date of Birth: 01st October 1981 | Languages Known: English & Hindi

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