Customer Service Order Selector
Resume:
JAMIE LILLY
FAYETTEVILLE, GA 30215
adudry@r.postjobfree.com
CAREER SUMMARY
A driven, ambitious, customer service oriented leader, with 19 years of experience with the Kroger Company. I have a long track record of highly satisfying customers, while ensuring the needs of the company are met. I have extensive experience in Front-End, Finance, and eCommerce operations, and specialize in accounting and researching accounting related issues, along with customer relations. Possessing a professional attitude means that I am more than willing to do what it takes to get the job done including working according to the needs of the business, to include weekends and evenings. EXPERIENCE
Operations Support Manager At Fleet Hoster •
May 2022-Current
• Answer inbound/outbound support calls as needed
• Make inbound/outbound support calls as needed
• Help package and ship products
• Support current customers with any issues that arise
• Help customers select the correct product for their requirements
• Respond to all support and complaint issues in HubSpot
• Order Management and Fulfillment to ensure perfect order delivery
• Responsible for building relationships with our external and internal customers to deliver the FH experience
• Daily pro-active communication with internal & external customers
• Manage issues/complaints from customers on various products utilizing HubSpot and external platforms
• Complete courtesy calls to external customers to ensure world class customer service and proactively communicate any order issues or billing issues
• Manage and maintain spreadsheets / reports
• Assist in training new employees and cross-training across all Fleet Hoster customer service and operation functions
• Handle basic product information and calls from downstream customers
• Assist in the troubleshooting and complaint resolution for customers. eCommerce Manager/Budget Coordinator At Kroger July 2021-May2022
Worked with Senior Mangement to ensure budgeted hours were consistent with company guidelines.
Ensure that the store e-Commerce department meets/exceeds customer expectations for ease of shopping, variety, freshness and cleanliness
Interview, select and hire candidates to staff the on-line shopping department
Meet the demands of product flow and create schedules according to guidelines
Develop associates to meet the productivity standards and certify associates once they meet or exceed goals
Confirm that associates are following local, state, and federal laws in addition to all food safety procedures and company guidelines
Train associates on all functions and duties of the Order Selector and Customer Attendant roles
Lead team in the planning, implementation and execution of e-Commerce’s initiatives
Achieve/exceed weekly, period, annual sales, wage budgets, and other targeted goals including customer satisfaction leading to repeat sales
Assist in the analysis and response to the competitive landscape
Ensure orders are filled with products requested or comparable substitute in a timely and effective manner
Execute “Best Practices” to determine appropriate substitutions in the event of an out of stock
Follow processes for streamlining collection of orders, products, checkouts and delivery
Report inventory issues such as out of stock items to department heads in a timely manner
Troubleshoot equipment and devices for e-Commence department
Provide feedback to Store Management team, District Manager, Field Specialist, Coordinators and Division e-Commerce Manager on the effectiveness of operational plans/programs
Report all issues with item shelf allocation to division KOMPASS team
Monitor and control expenses for the department
Ensure preventative maintenance is being performed on all equipment in the department
Supervise and coach direct reports in the performance of their duties; complete performance reviews and provide feedback to direct reports.
Front-End Manager/Accounting Head At Kroger July 2016 – July 2021
Promote trust and respect among associates.
Communicate company, department, and job specific information to associates.
Collaborate with associates and promote teamwork to help achieve company/store goals.
Create an environment that enables customers to feel welcome, important and appreciated by answering questions regarding products sold within the department and throughout the store.
Gain and maintain knowledge of products sold within the departments and be able to respond to questions and make suggestions about products.
Monitor and control supply expenses for the department.
Manage cash control, sales and cash items and records for the store.
Manage the scheduling of Front-end associates to provide adequate department coverage.
Assist store management in preparing the store/department budget, profit and loss reviews, and take appropriate action on all financial reports.
Develop and implement a department business plan to achieve desired results.
Responsible for all entry level store hiring..
Stay current with present, future, seasonal and special ads.
Monitor and control expenses for the department.
Maintain an awareness of inventory/stocking conditions; note any discrepancies in inventory.
Schedule daily, weekly and monthly price changes by updating shelf tags and promotional signs..
Adhere to all food safety regulations and guidelines.
Reinforce safety programs by complying with safety procedures and identify unsafe conditions and notify store management.
Practice preventive maintenance by properly inspecting equipment and notify appropriate department or store manager of any items in need of repair.
Notify management of customer or employee accidents.
Report all safety risks or issues, and illegal activity, including: robbery, theft or fraud.
Oversee and manage the efficient operations of all functions and activities of the Front-end.
Adhere to all local, state and federal laws, and company guidelines.
Supervise and coach direct reports in the performance of their duties; complete performance reviews and provides feedback to direct reports. Bookkeeping Associate/Assistant Accounting Head At Kroger April 2003 – July 2016
Promote trust and respect among associates.
Model excellent customer service, demonstrating friendliness.
Maintain a clean and orderly department.
Gain and maintain knowledge of products sold within the store and be able to respond to questions and make suggestions about products.
Understand the Point of Sale system, and how to handle various tenders, rain checks, complex loyalty offers, coupons and checkout procedures according to company policy.
Understand and adhere to the company's cash handling procedures and work honestly and effectively to control loss.
Observe scheduled shift operating hours.
Use the store systems to properly balance all store register tills; research all discrepancies; collect all coupons, store charges, checks and other miscellaneous monetary drafts and sends them to their applicable accounting location.
Accurately prepare and complete all deposits, both cash and checks in a timely manner with great accuracy.
Keep open line of communication with store management on a daily basis of any and all issues relating to proper record keeping or cash handling.
Follow and support all company and federal cash handling, anti-money laundering compliance.
Accurately order, secure and manage all store cash.
Perform cash and till audits according to company policy.
Reinforce safety programs by complying with safety procedures and identify unsafe conditions and notify store management.
Notify management of customer or employee accidents.
Report all safety risks or issues, and illegal activity, including: robbery, theft or fraud.
Adhere to all local, state and federal laws, and company guidelines.
Ensure that all current customer service, cash control, labor control, expense and supply controls, loss prevention, maintenance, safety, associate and customer engagement rules are being followed.
Cashier November At Kroger November 2002 - April 2003 EDUCATION
Fayette County High School May 2002
High School Diploma
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