Customer Service Manager
Resume:
Jennifer Rambo
Pensacola, FL *****
****.*******@*****.***
Work Experience
Customer Service Manager
Winn-Dixie-Pensacola, FL
October 2013 to Present
• Managed a team of 60 to 90 associates, providing guidance and support to ensure high-quality customer service.
• Developed and delivered comprehensive training programs for new hires, resulting in a lower turnover rate with a higher retaining rate.
• Monitored key performance indicators (KPIs) such as higher check out rate, and customer satisfaction scores to drive continuous improvement efforts, and to drive sales.
• Weekly team meetings to communicate updates, share best practices, and foster a positive work environment focused on delivering outstanding customer experiences
• Streamlined the complaint handling process by implementing a standardized procedure that reduced resolution time and to take care of the customers needs.
• Managed customer service budget, optimizing resource allocation to meet department goals while maintaining cost efficiency.
Store Manager
Lids-Pensacola, FL
September 2011 to October 2013
• Oversaw all aspects of store operations, including sales, customer service, inventory management, and staff supervision
• Implemented effective strategies to drive sales growth and achieve revenue targets on a consistent basis
• Managed a team of 8 to 12 employees, providing training, coaching, and performance evaluations to ensure high levels of productivity and customer satisfaction
• Developed employee schedules based on business needs while effectively managing labor costs within budget constraints
• Conducted regular store audits to assess visual merchandising standards and make necessary adjustments for optimal presentation
• Developed strong relationships with key customers, addressing their needs and ensuring high levels of satisfaction
Shift Leader
Waffle House-Pensacola, FL
May 2004 to January 2012
• Collaborated with kitchen staff to ensure timely delivery of food orders and maintain high levels of customer satisfaction
• Developed and maintained relationships with regular customers, resulting in increased repeat customers.
• Resolved customer complaints promptly and effectively, ensuring a positive dining experience for all patrons
• Mentored new servers on best practices for delivering excellent service while maintaining efficiency during busy shifts
• Demonstrated strong leadership skills by overseeing daily operations of the restaurant during absence of management team
• Trained staff on proper handling of cash transactions to minimize errors or discrepancies at end-of- shift reconciliation process
• Demonstrated expertise in handling difficult situations with unruly patrons while maintaining professionalism
• Collaborated with the kitchen team to ensure accurate and timely delivery of food orders to customers Education
Degree in Wedding planning in Event planning
Penn Foster
May 2011 to August 2012
Skills
• Team Management
• Event Planning
• Office Management
• Pricing
• Leadership
• Sales
• Accounting
• Negotiation
• Process Improvement
• Payroll
• Interviewing
• Marketing
• Budgeting
• Recruiting
• Management
• Account Management
• Conflict Management
• Fundraising
• Merchandising
• Front Desk
• Financial Report Writing
• Employee Orientation
• Profit & Loss
Certifications and Licenses
Food Handler Certification
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