Customer Service Team Members
Resume:
Mary Restivo
Franklin Park, IL *****
************@*****.***
As a supervising manager, a primary objective is to support the functioning of business operations by managing staff, coordinating operations, and ensuring exceptional supervisory skills. Aiming to create a positive and productive work environment by communicating with team members, setting clear goals, monitoring performance and creating project objectives. Work Experience
Team Supervisor/ Trainer
Crate and Barrel - Remote.Illinois
March 2019 to January 2024
Team Supervisor/ Customer Service Trainer
Piloted and onboarded the acquisition of Hudson Grace, Land of Nod and Store IVR. Created training for customer service, custom furniture as well as store support.
• Enhance employee performance by conducting coaching and mentorship on meeting and exceeding key performance indicators resulting in successful performance management of 20 associates.
• Manage hiring processes by recruiting and interviewing suitably qualified candidates, resulting in successfully onboarding new associates and increasing team productivity
• Monitor my team to make sure that they meet, or exceed their KPI and quality requirements.
• Conduct monthly one on ones to make sure my team achieves those goals. During the meetings I encourage my team to think outside the box and to handle their own escalations, when possible, by providing the resources and encouragement they need to succeed.
• Conduct year-end reviews and worked with the Corporate to come up with fair merit increases for my team members based on their performance.
• Active in hiring my team members, and going over documentation.
• Providing associates with training, and making sure they are promoting our products and services that they are educated on.
• Provide payroll submission each week and work with HR for any issues that may arise. Team Lead
Crate and Barrel - Morton Grove, IL
September 2015 to March 2018
Team Lead-Crate and Barrel
Headed store project team and worked to create the first remote team. Acted as a liaison with our warehouse management and store operations team to work on making the business
• Support a team of 40 people to handle post-delivery store issues and escalations.
• Monitor their KPIs and KRAs and to make sure they followed up with customers in a timely and efficient manner.
• Monitor their quality assurance on phones and through email to make sure the tone was professional and courteous.
• Conduct monthly one on one meeting with the team
• Attended store operations meetings to make sure operations ran smoothly.
• Met with the home delivery team monthly to work on better and more efficient ways to work alongside the call center, and on the customer’s behalf.
Manager
Elements Massage - Forest Park, IL
September 2015 to March 2016
Manager-Elements Massage
Hired an excellent team of therapists. Supported a team of associates to provide personalized member service excellence promoted the sale of memberships to our customers and provided a personalized customer experience for each member.
• Manage a staff of 20 front desk associates and therapists to make sure that customer satisfaction was met.
• Conduct monthly meetings to stay abreast of business and schedule functions to go over promotions.
• Made sure that day-to-day tasks were implemented; making appointments and calling members to inform them of promotions, or membership issues.
Education
Bachelors in Business Administration
DeVry University - Chicago, IL
June 2015 to July 2017
Skills
• Talent Acquisition
• Performance Management
• Power Point
• Team development
• CCS
• Workday
• Excel
• Leadership
• Customer Service
• Training & Development
• AS400
• Team Management
• Customer service trainer
• Gladly
• Lightspeed
• Calabrio
• Google Suite
• Project leadership
• Shopify
• Customer retention
• Microsoft Office
• Employee Orientation
• Project Management
Assessments
Customer service — Proficient
February 2024
Identifying and resolving common customer issues
Full results: Proficient
Administrative assistant/receptionist — Proficient February 2024
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Retail customer service — Proficient
March 2024
Responding to customer situations in a retail setting Full results: Proficient
Managing accounts in QuickBooks — Proficient
March 2024
Using QuickBooks software to manage business financials Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient March 2024
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Management & leadership skills: Impact & influence — Proficient March 2024
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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