Customer Service Operations Specialist
Resume:
Brandee Rhodes
Eugene, OR *****
************************@***********.***
Work Experience
Service Operations Manager
Albertsons - Eugene, OR
May 2018 to September 2021
Solely responsible for all things customer service. Education and enforcement of any and all company policy be it new or aged. Counting down and building of register tills every 3 hours and daily safe audits.. Identify coaching opportunities of my front-end team to develop their Legendary Customer Service. Creating weekly schedules of all front-end, administrative, and management employees while also verifying and, if needed, completing or correcting schedules for other departments. Weekly reviewing of Sales Reducing Activity reports. Investigating suspicious activity and submitting full report to District Manager.
Answer daily to store director and Front-End Operations specialist in regards to service scores and action plans.
I was also the backup recruiting manager so I was responsible for recruiting, interviewing, or setting up interviews, and completing the onboarding/hiring process. Improved customer satisfaction and loyalty by building an atmosphere focused on positive, memorable experiences.
Set forward-thinking policies to meet business needs and boost team success. Increased employee job satisfaction with hands-on, motivational approaches. Supervised completion of repair orders in tracking system and full documentation of service actions. Developed and implemented strategies to attain service, quality, and profit objectives. Implemented training and ongoing training and support for department personnel. Monitored and adjusted staff schedules based on business requirements. Managed employees, scheduled shifts, determined and provided training needs, and conducted performance reviews.
Implemented and supervised maintenance and sanitation standards for equipment and instruments. Most importantly, it was my job to keep the store focused on the goal of Legendary Customer Service and celebrating the wins.
Customer Service Supervisor
Albertsons - Eugene, OR
March 2015 to May 2018
De-escalated customer complaints using specialized communication techniques. Assisted associates with problem resolutions.
Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies. Completed sales payments, refunds, and exchanges and issued store credit. Addressed customer concerns and complaints and resolved issues promptly. Trained and mentored employees and teams on sales and customer service techniques.
Trained new associates on store programs and policies. Monitored and resolved product and service issues promptly. Education
Some College in Psychology
Southern New Hampshire University - Manchester, NH October 2021 to Present
High school diploma
WestLane - Elmira, OR
September 2009 to June 2010
Skills
• Operations management
• Employee orientation
• Recruiting
• Interviewing
• Management
• Budgeting
• Human resources
• Inventory control
• Conflict management
• Profit & loss
• Forecasting
• Process improvement
• Payroll
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