Joann J Eugene
Spring, Texas
Summary
Customer Manager offering 10+year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Goal-oriented manager with distinguished experience in Retail industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
18
18
years of professional experience
Work History
Customer Experience Manager
Macy's
05.2012 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed new employees and on-going performance assessment of current employees.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
Loan Officer
Windgate Financial
01.2006 - 01.2010
- Developed strong relationships with customers through high levels of customer service.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Submitted loan applications to underwriter for verification and recommendations.
- Maintained strict confidentiality of bank records and client information.
- Collaborated with other departments to promptly process loan applications.
Education
High School Diploma -
Kashmere High School
Houston Texas06.1993
Skills
- Greet Guests
- Sales Program Coordination
- Customer Issue De-Escalation
- Lead Identification and Generation
- Closing Techniques
- Customer Order Management
- Sales Records Management
- Staff Meetings
- Special Assignments
- Retention Management
- Data Analytics
- Team Recruiting and Onboarding
- Systems and software programs
- Coaching and mentoring
Timeline
Customer Experience Manager
Macy's
05.2012 - Current
Loan Officer
Windgate Financial
01.2006 - 01.2010
High School Diploma -
Kashmere High School
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