Shift Manager resume example with 3+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Consistently commended by superiors for resolving volatile customer situations quickly and courteously. Diligent customer service leader in both the finance and health industry skilled at turning dissatisfied customers into loyal business advocates through skilled care and attention to needs. Offering expertise in sales, administration and team leadership focused on strengthening customer ties while maintaining quality, compliance and service standards. Technologically-savvy and forward-thinking.

Work History
08/2019 to Current
Shift Manager Coen Markets, Inc. Donegal, PA,
  • Kept employees operating productively and working on task to meet business and customer needs
  • Trained and mentored new employees to maximize team performance
  • Managed schedules, accepted time off requests and found coverage for short shifts
  • Adhered to company standards and compliance requirements for operations and cleanliness of all areas
  • Exercised composure under pressure and in escalated customer service scenarios
  • Supervised employees and oversaw quality compliance with company standards for food and services
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities
  • Worked closely with team members to schedule breaks and shifts to meet state regulations
  • Trained back-up associates and led crew members in managing operations of storefront
  • Recruited and interviewed candidates for management to evaluate readiness and fit for position
  • Utilized interpersonal communication skills to enhance customer experience and add value to each interaction
  • Coached crew members to optimize performance and motivate toward more efficient work
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
  • Trained and guided team members to maintain high productivity and performance metrics
  • Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions
  • Trained new employees in specific job requirements
  • Supervised 400 employees
  • Reduced workflow inconsistencies by recruiting and hiring capable staff members
  • Maintained current knowledge of all facets of operations
  • Demonstrated new products, procedures and techniques to employees
  • Evaluated employees’ strengths and assigned tasks based upon experience and training
  • Reviewed applications and resumes to support hiring activities
  • Streamlined HR efficiencies, coordinated new hire orientations, and provided onboarding and training for 200+ employees
  • Maintained current knowledge of industry regulations and legislation to amend policies as needed and promote compliance
  • Briefed new hires on essential job information, such as company policies, employment benefits and job duties
08/2019 to Current
Telesales Agent Marsh & Mclennan Companies, Inc. Independence, OH,
  • Provided customers with recommendations to promote brand effectiveness and product benefits
  • Generated sales by prospecting leads, cold calling and negotiating advantageous deals
  • Built positive and productive customer connections to drive consistent sales
  • Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities
  • Identified and approached potential customers by generating leads, setting appointments and conducting site visits
  • Consulted with long-term, new and prospective customers to understand needs and propose ideal solutions
01/19 to 03/19
Member Debt Resolutions Specialist Calumet Specialty Products Princeton, NJ,
  • Achieved performance goals on consistent basis
  • Helped clients plan payoff plans for various types of loans, including commercial, home equity, mixed use and multi-family
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
  • Processed payments and applied to customer balances
  • Worked in call center environment handling manual and automatically dialed outbound calls
  • Negotiated to collect balance in full
  • Monitored accounts for compliance with established payment plans and flagged those in violation
  • Collected documents and made portfolios for collections accounts
  • Managed post-petition payments for bankruptcy cases and worked with legal departments to determine appropriate proceedings
  • Recorded all information regarding financial status of customers
  • Achieved monthly goals of $50,000 through effective use of the USAA call model and negotiation skills
  • Used probing techniques to determine debtors’ reasons for delinquency
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account
  • Discussed options with delinquent clients in terms of proposed solutions or foreclosure
  • Processed payments and contracts on accounts
  • Used scripted conversation prompts to convey current account information and obtain payments
  • Maintained high volume of calls to meet demands of busy group
  • Counseled debtors on payment options and arranged installment agreements
03/16 to 03/18
Customer Service Specialist -Team Lead Santander Consumer USA City, STATE,
  • Resolving customer concerns and inquiries in a quick and efficient manner
  • Advised customers on lease and retail subprime loan options
  • Handled calls in accordance with all state and federal laws inclusive of the Fair Debt Collections Practices
    Act (FDCPA)
  • Promptly responded to inquiries and requests from prospective customers
  • Provided accurate, specific and timely performance feedback for CSRs
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
  • Maintained up-to-date knowledge of product and service changes
  • Cross-trained and backed up other customer service managers
  • Complied with regulatory requirements, including the Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act
  • Resolving customer concerns, complaints, and other disputes on account
  • Processed customer transactions though payment processing systems
  • Resolving customer concerns, complaints, and other disputes on account
  • Processed customer transactions though payment processing systems
  • Customer Service Representative of the month for October of 2016 -EXCELLENCE!
  • Prepared, completed and processed customer account forms and database changes
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
  • Exceeded team goals and collaborated with staff to implement customer service initiatives
  • Answered 100+ inbound calls per day and directed to designated individuals or departments
  • Immaculate written and oral communication
  • Organizational Skills
  • Administrative support
  • Customer service-oriented
  • Strong conflict resolution skills
  • Quick learner
  • Call center operations
  • Call documentation skills
  • Payment processing
  • Training experience
  • 60 wpm at 98% accuracy
Expected in 2015
High School Diploma:
Poston Butte High School - San Tan Valley, AZ
Additional Information
  • State of Arizona Department of Public Safety Level 1 Fingerprint Clearance Card
  • Accident and Health License (Alaska)
  • Accident and Health License (Arizona)
  • Accident and Health License (Washington)
  • America's Health Insurance Plans (AHIP) Certified

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Resume Overview

School Attended

  • Poston Butte High School

Job Titles Held:

  • Shift Manager
  • Telesales Agent
  • Member Debt Resolutions Specialist
  • Customer Service Specialist -Team Lead


  • High School Diploma

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