Customer Service & HR
Resume:
Cathie McBride
Yorktown, VA *****
**********@*****.***
Summary
Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing a strong work ethic and excellent organizational skills to any setting. Excited to begin a new challenge with a successful team. Talented HR leader with 13-year career overseeing human resources operations, including employee relations, organizational structuring and policy development. Well-versed in benefits administration and legal compliance. Forward-thinking with superior problem-solving, conflict management and organizational skills.
Experience
September 2020 - August 2022 Walmart - Yorktown, VA People Operations Manager
Monitored the performance of staff to identify areas for improvement and provide feedback on a regular basis. Managed employee relations issues such as grievances, complaints, or disputes. Provided guidance to managers regarding best practices in recruiting, hiring, training, coaching, and development of staff members. Reviewed resumes, conducted phone screenings, interviewed candidates, checked references, and made hiring decisions based on qualifications. Evaluated employee performance through regular reviews and provided feedback on areas of improvement.
January 2013 - September 2020 Walmart Markets 288/289 - Yorktown, VA Field Administrative Assistant II
Provided excellent service and attention to customers when face-to-face or through phone conversations. Earned reputation for good attendance and hard work. Worked closely with team members to deliver project requirements, develop solutions and meet deadlines. Improved customer satisfaction by finding creative solutions to problems. Improved operations by working with team members and customers to find workable solutions. Recognized by management for providing exceptional customer service. Utilized Microsoft Office tools to compile data gathered from various sources. Created agendas and communication materials for team meetings. Supported upper management with processing Leave of Absence and return to work, providing next steps in the process to ensure all required documents were acquired and submitted prior to deadlines to be sure that the associate/manager would receive the pay benefits they were entitled to.
April 2009 - October 2012 Walmart 3265 - Yorktown, VA Training Coordinator
Supported onboarding of new employees by hosting orientation sessions. Communicated key information from trainers to participants and vice versa. Managed training calendars to inform participants of upcoming training session topics and dates. Researched and incorporated new training methods, tools and resources to offer updated, quality training content. Organized handbook and course documentation for participants. Chose qualified instructors aimed at providing engaging and thought-provoking learning environments. Evaluated effectiveness of training programs and recommended improvements to upper management.
January 2006 - April 2009 Walmart 3265 - Yorktown, VA Lead Customer Service Manager
Worked with senior leadership to address and resolve disciplinary issues and boost overall team success. Trained new employees on company customer service policies and service level standards. Coached, monitored and motivated new associates to boost performance and enhance job knowledge. Assisted operators with handling calls and took over escalated concerns to provide skilled solutions. Answered customers' questions and addressed problems and complaints in-person and by phone, rectifying issues promptly. Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability. Assessed each employee's individual strengths and delivered mentoring to improve upon weak skill levels.
October 2002 - January 2006 Walmart 3265 - Yorktown, VA Overnight Customer Service Manager
Recommended, selected and helped locate merchandise based on customer needs and desires. Consulted with customers to determine best methods to resolve service and billing issues. Delivered high level of service and support to each customer, paving way for future business opportunities. Escalated customer concerns, store issues and inventory requirements to supervisors. Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning. Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges to provide speedy and accurate service to each customer. Investigated technical issues using knowledge base and personal experience to complete timely resolutions. Worked under strict deadlines and responded to service requests and emergency callouts. Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges etc.
June 2002 - October 2002 Walmart 3265 - Yorktown, VA Overnight Cashier
Counted cash in register drawer at beginning and end of shift to balance. Organized merchandise, sanitized surfaces and cleaned floors to keep the store neat. Requested and carefully reviewed identification for alcohol, tobacco and other sales with age minimums. Greeted customers, answered questions and helped with products and services. Learned roles of other departments to provide coverage and keep store operational. Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers. Worked closely with front-end staff to assist customers.
Education
May 1981
Central Baptist School Hampton, VA
Business Diploma
Skills
Workforce Planning
Employee Relations
Interviewing techniques
Internal Communications
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