Shift Manager resume example with 3+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
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 ManagerCoen 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 AgentMarsh & 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 SpecialistCalumet 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 LeadSantander 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
Skills
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
Education
Expected in 2015
High School Diploma: Poston Butte High School - San Tan Valley, AZ GPA:
Additional Information
State of Arizona Department of Public Safety Level 1 Fingerprint Clearance Card
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