Experienced people leader bringing over 3 years of quality performance in customer support supervisory roles and over 5 years in delivering exceptional customer service. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities to deliver superior performance.
Skills
Problem-solving
Team Supervision
Cash Handling
Training and development
Budget administration
Delegation & follow up
Hiring and Retention
Work History
Inbound Fraud Analyst, 02/2021 to Current Target – White Plains, NY,
Contact customers directly to notify of fraudulent activity and minimize impacts.
Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Summarized all key information regarding investigation into detailed report for delivery to client.
Served customers in a friendly, efficient manner following outlined steps of service.
Conducted research, gathered information from multiple sources and presented results.
Service & Engagement Team Leader, 02/2020 to 01/2021 Whole Foods – University Heights, OH,
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Completed special projects by using effective decision making, critical thinking and time management skills.
Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
Spearheaded customer satisfaction survey and analyzed results to make action plans.
Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets.
Front End Supervisor, 07/2018 to 02/2020 Penske Automotive Group – Warwick, RI,
Lead and oversaw operations department with over 20 direct reports
Increase customer satisfaction average over 40% YOY
Key-holder
Assisted as Manager on Duty responding to various customer, vendor and employee requests in store and over the phone
Establish and optimized schedules to keep coverage and service in line with forecasted demands
Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products
Coached and trained employees on methods for handling various aspects of sales, complicated issues, and difficult customers
Hired, managed, developed and trained staff, established and monitored goals, conducted monthly and annual performance appraisals including handling corrective action as necessary
Handled all incoming business and client requests for information
Oversaw admin office inventory, store inventory, including ordering and requisitions, stocking and shipment receiving
Communicated corporate objectives across all divisions through regular e-mail correspondence and scheduled status updates
Responded to and handled all Manager-on-Duty requests to satisfy clients in a timely manner
BRIDGE Agent, 07/2017 to 07/2018 Best Buy Corporate – City, STATE,
Provided solutions to operations issues for company users of 30 different company systems, working closely via phone, email, live chat and web teleconference with end-users.
Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Developed and tested new product offerings prior to company-wide release to assist development team in bug identification.
Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Helped streamline repair processes and update procedures for support action consistency.
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