Customer Service or Customer Service Manager

SUE CONFORTI 380 Newport Lane, Bartlett, IL 60103 Tel: 630-254-9464 E-mail: [email protected] CAREER SYNOPSIS Highly dynamic, motivated and results-oriented customer service professional wit h ability to build strong rapport with associates, customers, and management bas ed upon knowledge, professionalism, and integrity. Dedicated to achieve customer satisfaction, improve customer base and loyalty through delivering superior cus tomer service that consistently exceeds expectations. I am eager to pursue a cha llenging position in a lively environment that fosters extended learning, new te chnologies, and professional growth while contributing as a productive team memb er. SKILLS AND CORE COMPETENCIES X A leader with strong work ethics; ability to build effective teams, train, mot ivate, and energize co-workers to successful outcomes. X Perform well in team-oriented environment, and generate excellent results in h ighly competitive industries and fast-paced environments. X Highly dependable, self starter, capable to prioritize a broad range of respon sibilities in order to meet deadlines within established timeframes. X Personable disposition with keen sense of direction, ability to provide quick, efficient and pleasant service to customers, boost customer base and establish repeat clientele. X Encompass outstanding interpersonal and effective communication skills that al low the development of strong rapport and collaboration with individuals. X Ability to use Microsoft Office applications including Word, Excel, and Outloo k. Expert knowledge of Glory cash balancing system, Avaya phone systems, Mark-Vi ew, Oracle Expense system, and Internet research. PROFESSIONAL EXPERIENCE CUSTOMER SERVICE/COMMUNICATIONS MANAGER Nordstrom March 1995-February 2010 Schaumburg, IL X Dynamically performed and productively contributed to the Companys business th rough continued growth into higher levels of management. X Successfully managed team of 15-20 associates in the Customer Service, Communi cations and Cash room departments. X Provided all aspects of customer support including effective communication wit h problem solving and immediate follow-through. Handled high volume of cash/cred it transactions, locating purchase history for credit card related issues. Prov ided concierge services, gift card sales and telephone queries. Worked with ban ks for credit and/or shipping authorizations. X Hired and trained team members to maintain Nordstroms high level of customer s ervice through consistent coaching and team development. X Established and maintained highly effective and sustainable relationships with customers by educating customers on the Nordstrom rewards program which signifi cantly enhanced customer base and maximized revenues. Completed 2010 with a 10% increase in new accounts. X Efficiently processed money bags, prepared deposits and completed daily reconc iliation reports for multiple stores. High volume of cash handling with the use of Glory software. Consistently ranked in top 3 in the region. X Successfully managed multiple projects simultaneously while being able to effe

ctively execute companys best practice. X Consistently formed highly efficient teams; consequently several team members promoted into management positions. X Prepared and submitted monthly budgets including payroll, store supplies and r econciled corporate credit card expenses. Persistently came in at or below budg et which supported the companys bottom line. X Effectively prepared monthly team schedule and performed yearly performance re views. X Partnered on semi-annual store inventory to secure companys assets from losses . Successfully met company standards of 1% or less. X Consistently achieved monthly targetsXthis included online order pickup within 98%, gift card sales increase of 5-10% yearly and bad debts reduction by preven ting loss from fraudulent transactions. X Disseminated necessary information to sales and support team to educate them o n company best practices through meetings, announcements and one-on-one training . X Planned, coordinated, and organized various in-store events. ASSISTANT CUSTOMER SERVICE MANAGER Nordstrom March 1992-March 1995 Oak Brook, IL X Provided high standard customer service that consistently surpassed expectatio nsXthis practice enhanced customer base and multiplied revenues. X Actively participated and considerately assisted customers with sales, sale re turn, and credit related transactionsXensured complete customer satisfaction. X Learned and understood Nordstroms credit card and billing system, and subseque ntly trained the new entrants. Also taught employees effective customer service techniques, store procedures, and how to meet or exceed high expectations. X Managed and wrote monthly department schedules in conformity with Company poli cies. CUSTOMER SERVICE REPRESENTATIVE Nordstrom March 1991-March 1992 Oak Brook, IL AWARDS AND ACHIEVEMENTS X X X X X X X X

Monthly cash callXrecognition of top department performance in service Completed Diversity training Certificate for Top Performance within Region for Departmental Results 2008 Certificate for Top Performance on Up-selling Results for Online Order 2008 Awarded for Top Customer Service within Midwest region 2005 Awarded Team Leader in reduction of bad debt 2001 Assigned to store core selling team to create best practices 2000 Promoted to Regional Trainer to assist with new store openings 1997 X Recipient of Nordstrom All-Star Award for best service level to customers 1995 EDUCATION Elgin Community College ement Present

Pursuing Associate of Applied Science in Manag