Customer Service Department Lead

Kimberly Bohannon

Department Lead

** ****** ***** **. *****, GA, 30171

678-***-**** *************@*****.***

Dynamic and results-driven Department Lead with 19 years of experience in leading teams to achieve departmental goals and drive overall business success. Skilled in fostering a positive work environment, providing mentorship and guidance to team members, and developing strategies to improve departmental efficiency and productivity. Proven track record of effectively managing department, overseeing daily operations, and implementing process improvements. Strong communication and leadership abilities, with a passion for driving continuous growth and success within the organization. Professional Experience

Department Lead

All Metals Processing, Cartersville, Georgia April 2021 - Present Customer Service

Shell inc., White, Georgia April 2017 - Present

Machine Operator

Shaw Industry, Cartersville, Georgia January 2012 - April 2021 Store Supervisor

Burger King, Adairsville, Georgia August 2005 - January 2012 Filed and scanned office paperwork

Entered data into department database

Handled requests or directed persons to proper sources. Identified process improvement opportunities to enhance operational effectiveness and improve team productivity. Coordinate with management teams to establish an inclusive, collaborative work culture and drive continuous improvements to meet quality standards.

Served as the shift leader coordinating daily operations, liaised between customer service teams and production departments, conducted scheduling, and allocated resources according to customer traffic to reduce wait times Perform regular assessments regarding customer complaints and provide suggestions to improve customer satisfaction.

Manage and process sales transactions, provide quality service to customers, redeem coupons, educate customers on promotions, and support a 7% overall increase in repeat business Scan items and process payments via cash, check, credit card, and Apple/Google Pay [with an average of $7,300 daily transactions]

Maintain top ratings from management

Ensure proper usage of industrial equipment, identify health and safety hazards, and maintain a safe working environment in alignment with OSHA safety standards Assess completed products against the manufacturer’s specifications to ensure quality control Train and mentor new machinists and provide technical support for escalated issues Coordinate with cross-functional teams to identify process gaps and develop solutions. Safely load and unload pallets of wholesale produce Use RF scanners to keep accurate putaway records

Develop employee incentives to improve team engagement, [improve membership enrollments by 10%], [and increase responses to customer surveys by 15%]

Manage a team of 15+ customer service representatives and provide training on communication protocols, customer service standards, and de-escalation techniques Interview and recommend seasonal employees for hire Updated internal operations documents

Education

Cass High School at Cartersville Georgia

High School Diploma May 2005

Key Skills

Detail oriented Leadership

Critical thinking Time management

Computer literacy

Software

Prepared status/goal reports weekly, monthly, and seasonally SAP

Email communication

Data visualization

Microsoft

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