Customer Service Manager

Kia M. Albert

** ******* **** * ******** Park, NJ 08823 l 551-***-**** l ***.*.******@*****.***

Summary

Recruit, train, review and evaluate the performance of new hires. Attend job fairs and set up new hire orientations. Follow-up on associate development throughout the training process. Ensure company programs are being followed by reporting associates. Coach and counsel reporting department heads and associates about performance. Update and maintain associate documentation and counseling records. Aware of EEOC, FLSA, NLRB, FMLA, and Title VII policies and procedures. Experience using SuccessFactors. Involved and run a number of union grievance meetings. Completed unemployment hearing and appeal calls. Completes weekly budgeting and payroll functions. Completes period KPI reporting. Computer literate. Maintain excellent customer service skills and interdepartmental relationships. Works well independently or with groups.

Education

Thomas A. Edison State College – Trenton, NJ

Masters in Human Resource Management, April 2010 – March 2012

Douglass College, Rutgers University – New Brunswick, NJ

Bachelors in General Anthropology, September 2003-May 2008

Dale Carnegie (Public Speaking Workshop) – Franklin Lakes, NJ

Completed in October 2011

Experience

Non-Perishable Manager (Assistant Store Manager)

Stop & Shop Supermarket, July 2011 –present

Ensures product availability for customers.

Remains in constant contact with vendors to ensure company-wide programs are followed.

Assists with merchandising and product placement within the store.

Perishable Manager (Assistant Store Manager)

Stop & Shop Supermarket, September 2010 –July 2011

Ensured in-store freshness standards are maintained at highest standards.

Worked with perishable department managers to increase ID sales.

Assisted with reducing actual shrink percentage and controllable expenses in reporting departments.

Customer Service Manager (Assistant Store Manager)

Stop & Shop Supermarket, June 2008 – September 2010

Ensured that diversity was maintained throughout the store.

Analyzed store turnover rate, and executed action plans to reduce rate.

Counseled associates, as well as maintained documentation of performance issues.

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