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SUE CONFORTI380 Newport Lane, Bartlett, IL 60103
Tel: 630-254-9464 E-mail: [email protected]
CAREER SYNOPSIS
Highly dynamic, motivated and results-oriented customer service
professional with ability to build strong rapport with associates,
customers, and management based upon knowledge, professionalism,
and integrity. Dedicated to achieve customer
satisfaction, improve customer base and loyalty through
delivering superior customer service that consistently exceeds
expectations. I am eager to pursue a challenging position in a
lively environment that fosters extended learning, new
technologies, and professional growth while contributing as a
productive team member.
SKILLS AND CORE COMPETENCIES
X A leader with strong work ethics; ability to build effective
teams, train, motivate, and energize co-workers to successful
outcomes.X Perform well in team-oriented environment, and generate
excellent results in highly 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 allow the development of strong
rapport and collaboration with individuals.X Ability to use
Microsoft Office applications including Word, Excel, and Outlook.
Expert knowledge of Glory cash balancing system, Avaya phone
systems, Mark-View, Oracle Expense system, and Internet
research.
PROFESSIONAL EXPERIENCE
CUSTOMER SERVICE/COMMUNICATIONS MANAGERNordstrom March
1995-February 2010Schaumburg, IL
X Dynamically performed and productively contributed to the
Companys business through continued growth into higher levels of
management.X Successfully managed team of 15-20 associates in the
Customer Service, Communications and Cash room departments.X
Provided all aspects of customer support including effective
communication with problem solving and immediate follow-through.
Handled high volume of cash/credit transactions, locating purchase
history for credit card related issues. Provided concierge
services, gift card sales and telephone queries. Worked with banks
for credit and/or shipping authorizations.
X Hired and trained team members to maintain Nordstroms high
level of customer service 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 significantly 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 reconciliation reports for
multiple stores. High volume of cash handling with the useof Glory
software. Consistently ranked in top 3 in the region.X Successfully
managed multiple projects simultaneously while being able to
effe
8/6/2019 Customer Service or Customer Service Manager
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ctively execute companys best practice.X Consistently formed
highly efficient teams; consequently several team memberspromoted
into management positions.X Prepared and submitted monthly budgets
including payroll, store supplies and reconciled corporate credit
card expenses. Persistently came in at or below budget which
supported the companys bottom line.X Effectively prepared monthly
team schedule and performed yearly performance reviews.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 preventing loss from fraudulent transactions.X
Disseminated necessary information to sales and support team to
educate them on company best practices through meetings,
announcements and one-on-one training.X Planned, coordinated, and
organized various in-store events.
ASSISTANT CUSTOMER SERVICE MANAGERNordstrom March 1992-March
1995Oak 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 return, and credit related
transactionsXensured complete customer satisfaction.X Learned and
understood Nordstroms credit card and billing system, and
subsequently trained the new entrants. Also taught employees
effective customer servicetechniques, store procedures, and how to
meet or exceed high expectations.X Managed and wrote monthly
department schedules in conformity with Company policies.
CUSTOMER SERVICE REPRESENTATIVENordstrom March 1991-March
1992Oak Brook, IL
AWARDS AND ACHIEVEMENTS
X Monthly cash callXrecognition of top department performance in
serviceX Completed Diversity trainingX Certificate for Top
Performance within Region for Departmental Results 2008X
Certificate for Top Performance on Up-selling Results for Online
Order 2008X Awarded for Top Customer Service within Midwest region
2005X Awarded Team Leader in reduction of bad debt 2001X Assigned
to store core selling team to create best practices 2000X Promoted
to Regional Trainer to assist with new store openings
1997X Recipient of Nordstrom All-Star Award for best service
level to customers 1995
EDUCATIONElgin Community College Pursuing Associate of Applied
Science in Management Present
