Customer Service Manager
Resume:
JERRELL
WEBB
adpxed@r.postjobfree.com
Louisburg, NC 27549
Well-rounded Guest Service Manager with over 10 years of experience in hospitality. Proven strengths in training newly hired workers. Friendly personality complements commitment to customer service and employee
satisfaction. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at
managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
PROFESSIONAL SUMMARY
Lowe's Foods - Guest Service Manager
Raleigh, NC • 10/2005 - Current
WORK HISTORY
Attended to customer needs, responding to questions, complaints and escalations.
•
Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
•
Hired new employees, demonstrating best methods for serving guests, as well as performing cross training with experienced workers.
•
Coached and developed associates to improve soft skills and recovery techniques.
•
Motivated and rewarded employees to improve
engagement.
•
Evaluated existing operations and current market trends to identify necessary improvements and capitalize on changes.
•
Reduced waste and pursued revenue development
strategies to keep department aligned with sales and profit targets.
•
Maintained positive customer relations by addressing problems head-on and implementing successful
corrective actions.
•
Supervised and performed human resource management functions for subordinates.
•
SKILLS
• Scheduling
• Invoicing
• Guest/ Customer Service
• Employee Training
• Cash Handling
• Point of Sale Systems
• Product Knowledge
Customer Complaint
Resolution
•
• Staff Management
• Budgeting
Office and staff
streamlining
•
Policy and procedure
adherence
•
• Leadership
• Microsoft Office
• Teambuilding
• Customer service
• Reading comprehension
• Written Communication
• Compassion
• Flexible & Adaptable
Strategic planning and
analysis
•
Bunn High School
Bunn, NC • 06/2005
High School Diploma
EDUCATION
Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
•
Directed training and retraining of employees to boost performance and enhance business results.
•
Improved staffing during busy periods by creating
employee schedules and monitoring call-outs.
•
Evaluated strengths and weaknesses of candidates
through effective screening processes.
•
Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
•
Worked with recruiting teams and human resources
representatives to accomplish hiring objectives.
•
Developed relationships with potential job candidates to promote effective communication throughout hiring
processes.
•
Communicated all learning and performance objectives, schedules and training assessments to upper
management.
•
Trained new hires to perform cross-training exercises with experienced workers.
•
Worked closely with shift manager to solve problems and handle customer concerns.
•
Used POS system to enter orders, process payments and issue receipts.
•
Contributed to annual performance appraisals by
working with supervisors to achieve consistency and compliance with established procedures.
•
Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices.
•
Maintained work structure by updating job requirements and job descriptions for positions.
•
Reviewed existing policies and procedures to make
recommendations for enhancing work productivity,
recruitment, hiring processes and talent management.
•
• Monitored staff training, scheduling and shift changes.
• Managed 30 employees
Contact this candidate