Customer Service Manager
Resume:
KEONDRA KING
Hampton, Virginia **633
************@*****.***
Summary of qualifications
Professional with demonstrated management and cash handling experience in the field of hospitality. Recognized for superb leadership skills by overseeing a team of 10 employees preparing over 8,000 meals for more than 8,000 customers. 10 years in managing and supervising as many as 70 employees. 6 years of sales in retail management of monitoring and controlling sales in my department. 10 years of communicating with my management team to merchandise and showcase merchandise or food items. Selected above the field of candidates to serve as Vice-President of Hampton Council Parents-Teacher Association. Customer service-focus with the ability to stay positive in interactions with over 10,000 customers.
EXPERIENCE
Support Manager, Wal-Mart, Hampton, VA 08/2015 – present
Greets customers, assist them with help of locating merchandise, giving knowledge of a specific item
Continuously plan/supervise/evaluate hourly Associates, operations, merchandise, and financial areas within the store.
Place items in their correct locations, which may include bending, stooping, and reaching.
Prepare/file/mail/maintain routine paperwork.
Mentor, teach, assign duties, recognize, supervise, and communicate with hourly associates correctly and efficiently.
Work in area that may require exposure to extreme conditions.
Understand, effectively follow, and enforce all company procedures, company policies, and laws regarding the supervision of hourly associates, the sales of all restricted items, and the use of chemicals.
Resolve customer and associate concerns and demonstrate good customer service.
Pick up items such as small coins and changed the labels/paper in the portable/SMART printers.
Visually verify small print: Items to shipping labels, pricing labels, shelf labels, chemical container labels, and other store signing and to the handheld/SMART terminal display, report, and logbooks.
Communicate effectively with customers and other Wal-Mart associates.
Price changes
Order merchandise that is out of stock that is not manually ordered by the system
Create features
Train new employees
Set new mods (ensures that all merchandise is in correct location and price point, shelves are set correct so that customer may have access to merchandise)
Maintaining a clean/orderly department
Change on hands to minimize exception merchandise that comes back in the morning
Completing 5-week bin reports
Appoint department supervisor
Handles customer complaints or calls in a timely manner
Interview possible new associates
Ensures all areas are properly zooned and cleaned to meet store needs and cleanliness
Department Manager, Wal-Mart, Irving, TX 11/2011 - 08/2015
Oversight of the daily activities of hourly associates on the Sales Floor, Front End, Freight, Delivery or Stocking departments.
Trained, mentored, and coached employees.
Managed associate performance and ensures adequate department coverage through
Conducted activities appropriate for specific department including, but not limited to, ensuring merchandise is stocked, tracking and reporting relevant metrics, and monitoring project activity.
Maintained a safe and secure work environment by conducting daily safety reviews, noting hazards, keeping store areas clean and organized, securing doors and gates, and monitoring for potential theft or security risks.
Provided superior customer service by assisting customers in locating, selecting, demonstrating, and loading merchandise.
Greets customers, assist them locating merchandise, fixing pricing errors, price adjusting
Customer Service Manager, Wal-Mart, Rockwall, TX 09/2008 - 11/2011
Provided support to the General Manager in leading personnel to provide a high quality customer experience while complying in full accordance with company policies and procedures in a safe and professional manner.
Maintained operational organization and efficiency in a changing environment by reallocating staff and assets to minimize disruptions to the operation without increasing cost
Interacted directly with customers and team members to maintain a high level of customer service.
Drove necessary changes during irregularities to minimize customer impact and control costs.
Executed staffing requirements while evaluating and recommending improvements to team member work schedules to reduce cost and improve efficiency.
Cultivated a professional work environment by coaching and counseling team members fairly and consistently.
Developed cross-functional rapport within all departments to generate and implement quality service improvements.
Reviewed team member work schedules and look for innovative ways to reduce cost and improve efficiencies.
Identified and recommended cost savings ideas.
Monitored lost time and consistently administered Team Member Reliability Program.
Led multiple teams of direct team member and vendor staff to perform in a safe and professional manner, including a leading role in managing irregular operations.
Communicate to upper management, peers and team members both within and outside of the department.
Encouraged team member teamwork through briefings and leading by example.
Documented reviews of team member performance and respond to team members’ professional and personal issues.
Scoped out tasks and projects, sets goals, breaks down work into process steps, develops schedules and assigns resources.
Established and maintained effective relationships with external and internal customers which involved accomplishing tasks through formal channels and informal networks.
Made accurate, timely decisions based upon analysis, judgment and experience.
Fostered and positive working environment of open dialogue and feedback.
Cash handling, daily audits of registers and podium
Shift Supervisor, Taco Bell/Pizza Hut, Rockwall, TX 04/2001 - 08/2005
Monitored food preparation methods, portion sizes, garnishing, and presentation of food to ensure that food is prepared and presented in an acceptable manner.
Maintained and audited all records for food and equipment valued over $500,000.
Led a team in the setup, preparation, and service of nearly 8,000 meals for more than 8,000 customers.
Assisted the General Manager and Assistant Manager with all facets of the successful operations for Yum Corporations
Provided a high level of leadership to the restaurant and the employees.
Supported the General Manager and Assistant Manager with all aspects of generating sales and profit growth efficiently and effectively resulting in 20% increase in revenue
Corrected out-of- line efficiencies, customer services, ensuring employees are at their work stations at all times, ensuring that customers are greeted properly, and customer complaints.
Performed quality control of all products served and customer satisfaction.
Daily and nightly audits off registers, make deposits
EDUCATION
Ashford University, May 2019
Bachelor of Arts, Human Resources Management
43 Credits
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