Customer Service Operations Manager

Goal-oriented and dedicated to a high level of customer satisfaction while meeting aggressive

business goals. Dependable and ambitious with specialized knowledge in leadership within a retail environment. With over 8 years of experience, I hold myself to a level of expertise in keeping up in a high-volume sales environment while maintaining an exceptional customer service experience. Professional Experience

SAMANTHA

TOYE

Operations Manager

ST

********@*****.***

Columbia, South Carolina, 29212

********@*****.*** 803-***-****

Operations

Manager

Walmart January 2022 - Present

Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow. Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance. Prepared annual budgets with controls to prevent overages. Formulated processes to reduce downtime and financial loss. Increased profit by streamlining operations.

Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies. Identified and resolved unauthorized, unsafe or ineffective practices. Built and reviewed master service agreements to simplify and streamline contract negotiation process. Partnered with vendors and suppliers to effectively manage and budget. Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines. Advanced productivity KPIs to achieve key business goals and objectives. Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles. Introduced new methods, practices and systems to reduce turnaround time. Identified procedure or process changes required to improve performance and productivity. Operations

Manager

CVS Pharmacy August 2021 - January 2022

Hire, onboard and train new employees, including instructing on food safety (FIFO), customer service standards and operations Create weekly schedules based on predicted stafï ng needs, budget and employee requests Assisted General Manager with weekly schedule, adjusting for employee requests, expected customer trafï c and budget Managed up to 18 employees during fast-paced shifts, delegating responsibilities to ensure customer satisfaction Conducted weekly meetings to communicate issues and weekly goals, answering and resolving employee questions or concerns Partnered with manager to create initiatives designed to motivate staff, increasing overall productivity and consistently exceeding weekly sales goals Motivate team to create friendly environment for customers, implementing sampling program to increase store traffic Monitor accounts receivable and accounts payable

Assist manager in hiring, supervising, and operating procedures Manage office operations efficiently

Complete paperwork and ï le reports quickly and efficiently Document and quickly resolve all customer satisfaction issues Perform basic bookkeeping functions, including A/R and A/P Check register for cash and charge totals at the beginning and end of each shift Maintain inventory and reorder supplies as needed

Establish strong working relationship with internal team and clientele Assistant Bakery

Manager

Publix April 2019 - August 2021

Play an integral role in customer service and overall sales numbers Work alongside a team of 12 people

Provide excellent service and recommendations to customers Maintain inventory and reorder supplies as needed

Deliver exceptional customer service through extensive bakery knowledge Develop relationships with regular customers to promote top customer service standards Collaborate with coworkers to implement new policies and procedures Instituted routine inspections of equipment, tableware, and food stations to preserve a sanitary environment for staff and customers Tactfully addressed customer complaints about wait times and/or poor service Follow cleaning schedule as determined by upper management Maintain inventory, reordering and restocking supplies Monitor food preparation ensuring high-levels of safety and quality Resolve customer complaints swiftly and efï ciently, even offering delivery service where necessary Warmly greet customers, anticipate needs, and remain available throughout their shopping experience Take inventory and place restocking orders as needed Complete daily and weekly cleaning lists

Tracked sales and assisted in adjusting production numbers accordingly Provided quality service at high trafï c, upscale location during peak times/holidays Mainainted bakery knowledge and promotions/sale items whilst also suggestive seling items within other departments that would pair well with our product/sale items Troubleshoot equiptment and assist with minor ï xes Education

Key Skills

Schedule 12 employees each week to maximize productivity Reduce expenses by monitoring and limiting waste

Clean, answer phones, and serve customers during busy shifts Organize all operations, focusing on quality and consistency Develop processess to accurately track food costs more efï ciently Adhere to all company, state, and national food safety guidelines Tracked and reported inventory, reducing food waste Track and order supplies and food items, closely monitoring budget and pricing Monitor food quality and ensure items are stored appropriately Attend trainings and meetings to maintain status as a successful bakery which in turn helped create a successful store/buisness. Cake Decorator Publix October 2012 - April 2019

Maintain inventory and reorder supplies as needed

Develop relationships with regular customers to promote top customer service standards Follow cleaning schedule as determined by upper management Deliver exceptional, friendly service

Maintain inventory, reordering and restocking supplies Guide customers through all cake designs, demonstrating advanced knowledge of speciï cs Use select ingredients, colors, an accessories to decorate cakes Speak with customers to deï ne cake speciï cations and design needs Stock and manage display cases daily, keep display cases festive through the holidays Fills customer special orders and quotes accurate pricing, both in person and by phone Assist customers through planning their special occasions (i.e Weddings or anniversaries)

Deliver and set up cakes directly to customers or venues, when necessary. Associate in

Arts

Midlands Technical College

Natural Leader

P&L Management

Data Analysis

Business Administration

Data Analysis

Microsoft Excel

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