Vivian Dumas-Palmer
Plano
Summary
Dynamic Customer Service Manager with a proven track record at New World Van Lines, excelling in complaint resolution and team leadership. Skilled in training and mentoring, I fostered a collaborative environment that improved team morale and enhanced customer satisfaction. Proficient in Microsoft Excel, I implemented feedback systems for continuous improvement.
Overview
27
27
years of professional experience
Work History
Customer Service Manager
New World Van Lines
07.2016 - Current
- Assisted in resolving customer inquiries and complaints efficiently to enhance satisfaction.
- Supported team in implementing customer feedback systems for continuous improvement.
- Collaborated with staff to ensure compliance with company policies and procedures.
- Learned operational software tools for tracking customer interactions and service requests.
- Adapted to various customer service situations, demonstrating flexibility and problem-solving skills.
- Provided training assistance to new hires, fostering a supportive learning environment.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Improved team morale by establishing recognition program for exceptional customer service.
Office Manager
Allstate Insurance- Teresa Brown Agency
08.2013 - 07.2016
- Oversaw daily office operations, ensuring efficient workflow and adherence to company policies.
- Coordinated administrative support for executives, enhancing communication and project management efficiency.
- Developed and implemented office procedures, improving operational efficiency and employee productivity.
- Trained and mentored junior staff, fostering a collaborative team environment and enhancing performance.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
General Manager
McDonald's Restaurant
08.1998 - 08.2013
- Led operational strategy to enhance efficiency across multiple departments.
- Developed and implemented performance metrics to drive continuous improvement initiatives.
- Managed cross-functional teams to achieve organizational objectives and improve productivity.
- Oversaw budgeting processes, aligning financial goals with strategic business plans.
- Facilitated training programs to enhance staff capabilities and promote professional development.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Education
No Degree - General Studies
Wilbur Wright College
Melrose Park, ILSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Complaint resolution
- Team building and leadership
- Account management
- Training and coaching
Timeline
Customer Service Manager
New World Van Lines
07.2016 - Current
Office Manager
Allstate Insurance- Teresa Brown Agency
08.2013 - 07.2016
General Manager
McDonald's Restaurant
08.1998 - 08.2013
No Degree - General Studies
Wilbur Wright College
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