Customer Service Store Manager

Kellee Brammer Roanoke, VA - 540-***-**** - ***********@*****.***

SKILLS

● Proven Customer Service Approach

● Direct and Clear Communication style, both verbal and written

● Compelling Leadership/Expert Team Building Abilities

● Proficient in Microsoft Office products: Word, Excel, PowerPoint, OutLook

● Experience working in Google Suite, Mac OS, Gladly, Shipstation,Klayvio,Yotpo

● Detailed Business Analysis

RELEVANT EXPERIENCE

Jenni Kayne, Santa Monica CA, Remote — CX Representative OCTOBER 2022 - JANUARY 2023 (seasonal)

● Phone, email, and SMS support of customer experience through Gladly platform

● Worked with FedEx to track packages and file claims on behalf of client

● Navigated Shopify in order to assist customers with questions and concerns about their orders

● Effectively collaborated with peers, supervisors, and other departments via Slack

Starbucks, Salem, VA — Store Manager

OCTOBER 2021 - OCTOBER 2022

● Direct supervisor to 25+ employees: Responsible for interviewing, hiring, onboarding, and managing team to support business needs

● Performance Management, including annual reviews, coaching on KPIs, and delivering corrective action forms when needed

● Assessing talent and developing team members to reach potential; creating training and development plans and following up on progress

● Purchasing and inventory management: Placing and receiving orders; updating order pars for each item on a regular cadence; supply monitoring; tracking and managing waste; creating food pars based on prior week sales trends; review inventory counts for accuracy

● Phone and email support of customer service experience; analyzing data for customer satisfaction and taking action to increase success metric

● Demonstrating agility during challenges or moments of confusion, moving with immediacy to solve problems and close gaps while working in a dynamic, high-volume environment

● Leading team meetings, creating training plans, onboarding new team members, maintaining SOPs, checking and adjusting as needed

● Monthly Profit and Loss Report: Review data and metrics, analyze, and submit report to supervisor

● Viewing, creating, and responding to reports on turnover, KPIs, and store action plans for future growth and change

● Maintaining clean and organized store, interior and exterior maintenance, creating work orders for facilities issues

Starbucks, Roanoke/Lynchburg, VA — Assistant Store Manager APRIL 2021 - OCTOBER 2021

● Collaborated with store manager on scheduling, hiring, and performance management

● Inventory Management: Created and maintained pars for products; reviewed data to track waste trends; reviewed inventory counts for accuracy

● Profit and Loss Report analysis

Starbucks, Roanoke, VA — Barista/ Shift supervisor SEPTEMBER 2017- APRIL 2021

● Delivered exceptional customer service in a fast paced environment

● Daily cash handling procedures

● Coaching and training team to achieve daily goals

● Managed breaks and lunches of staff

● Prepared and served food and beverages in a food-safe and timely manner Kroger, Roanoke/Blacksburg, VA — Customer Service Manager MAY 2014- SEPTEMBER 2017

● Direct supervisor to 60+ employees: Responsible for interviewing, hiring, onboarding, and managing team to support business needs

● Performance Management, including annual reviews, coaching on KPIs, and delivering corrective action forms when needed

● Assessing talent and developing team members to promote; creating training and development plans and following up on progress

● Phone, email, and in person support of customer service experience; analyzing data for customer satisfaction and taking action to increase success metric

● Demonstrating agility during challenges or moments of confusion, moving with immediacy to solve problems and close gaps while working in a dynamic, high-volume environment

REFERENCES

Emma Hughes 540-***-****

Stephanie Wood 757-***-****

Casper Wright 540-***-****

Brynn Scozzari 860-***-****

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