, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Knowledgeable and dedicated customer service leader with extensive experience in coaching employees to be their best at delivering an amazing Customer Experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with employee's. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing a fun, successful, safe and fair work environment and Customer service experience.
Skills
Amazing at finding fun ways to motivate team
Excellent leadership skills
MultiTasking
People person
Goal oriented
Outstanding Communication Skills
Great organization skills
Complaint resolution
Account management
Creative problem solving
Amazing listening skills
Reading each team member's unique personality to find the best way to coach them into being the best they can be.
Developing and teaching agents.
De-escalation
Microsoft, Excel, and Word proficient.
Work History
06/2020 to CurrentTeam ManagerGiant Eagle | Novelty, OH,
Resolved escalated customer disputes with special actions such as discounts.
Trained, mentored and developed new agents with positive and encouraging techniques to maximize performance and team contributions
Promoted customer loyalty by coaching agents to deliver a 7 star experiences
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Aligned team actions with company policies and industry standards
Boosted team productivity and efficiency by providing friendly competition and rewards
Planned and implemented team projects to accomplish objectives
Monitored employee performance and enacted improvement plans, coordinated disciplinary actions or provided rewards.
Established open and professional relationships with team members which facilitated communication, quickly resolving issues and conflicts.
Collaborated in professional team to solve performance issues, leading to top notch metrics.
Resolved escalated concerns using professionalism and understanding of all facets of issue.
Engaged in continuous learning and development opportunities to promote continued performance improvement.
Provided daily status and performance reports to provide information on areas for improvement.
Coached outliers and provided feedback to help agent improve.
Helped team not only meet what is required but surpass the Chewy Standard and by #1 in all of Dallas!
Managed a team of 10-25 agents
Molded team to embrace change to adapt with company changes.
Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
Mentored employees on customer service techniques
Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
Facilitated training for associates through daily coaching and regular performance appraisals.
Mentored and guided employees to foster proper completion of assigned duties.
Modeled exceptional customer service and mentored associates on customer loyalty
10/2018 to 05/2020Pet Supplies Plus SupervisorEbenezer | Fridley, MN,
Ability to multi-task and perform well in a fast paced environment
Proficiency with Microsoft package Outlook,Word,Excell,Power Point and publisher
Goal oriented, self starter
Always keeping a positive attitude
Critical thinking skills
Actively listen to customer concerns, express empathy and understanding to customers while resolving customer issues.
Cultivated customer loyalty, promoted repeat customers and improved sales.
Answered phone with friendly greeting to create positive inbound calling experience for customers.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Partnered with managers to identify and capitalize on sales trends and brand initiatives.
Molded team and embraced change to adapt within dynamic market.
Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
Mentored employees on customer service techniques and explained direct link between revenue growth and customer loyalty.
02/2015 to 09/2018Lead ReceptionistTexas Roadhouse Holdings Llc | Royersford, PA,
Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
Developed relationships with guests to meet client needs and encourage repeat service.
Consistently kept reception area clean and tidy and maintained presence at desk area.
Listened closely to customer complaints and responded appropriately to issues.
Kept work areas, tools and equipment clean and properly sanitized to minimize risk and cross-contamination.
Processed payments by entering sales in register.
Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
Trained new hires on new appointment scheduling, opening, closing duties and generating and balancing daily revenue reports.
Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
Corresponded with clients through email, telephone or postal mail.
Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
Managed schedules, accepted time off requests and found coverage for short shifts.
Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
02/2008 to 02/2015Restaurant AdministratorPosados Cafe Inc. | City, STATE,
Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.
Led and directed team members on effective methods, operations and procedures.
Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
Organized special events in restaurant, including receptions, promotions and corporate luncheons.
Maintained safe working and guest environment to reduce risk of injury and accidents.
Carefully interviewed, selected, trained and supervised staff.
Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes.
Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
Education
Expected in 08/2008High School Diploma | North Garland High School, Garland, TXGPA:
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