Customer Service Quality Assurance
Resume:
Adrienne Beckett
Bryans Road MD 20616
Adriennebeckett22268gmail.com
Objective:
Highly motivated and experienced Customer Success Manager with 10+ years of successful leadership as a General Manager. Seeking role to leverage my exceptional customer service management skills, quality assurance expertise, strategic thinking, and ability to build strong relationships to drive customer success and satisfaction.
Summary of Qualifications:
Proven track record of delivering exceptional customer service and exceeding sales targets as a General Store Manager for 10+ years.
Strong leadership skills with the ability to motivate and inspire teams to achieve goals and provide outstanding customer service.
Collaborate cross functionally with marketing team, sales team, quality assurance team, in planning, developing and evaluating customer experience programs
Primary points of contact providing expert analysis and advice on matters, issues, and questions pertaining to the practice of designing and reacting to customer interactions, meeting customer expectation, increase customer, loyalty, and advocacy.
Excellent communication and interpersonal skills, adept at building and maintaining relationships with customers, team members, and stakeholders.
Proficient in analyzing data, identifying trends, and implementing strategies to improve customer satisfaction and drive business growth.
Conducted regular quality assurance assessments addressing standard and performance gaps. Provided coaching, additional training, etc., to ensure quality standards are met. Developed routines to close any skill or performance gaps.
Highly organized and detail-oriented, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Proficient in using various customer relationship management (CRM) tools and software to track customer interactions and manage accounts.
Professional Experience:
Director of Food and Beverage and Laundry Aramark Virginia 2022 - 2023
• Oversaw all aspects of food and beverage and laundry operations, including staffing, training, inventory management, and financial performance.
Acted as the client/customer primary point of contact for information and resources.
• Led a team of 7 employees, providing coaching, guidance, and support to ensure exceptional customer service and operational excellence.
• Developed and implemented strategies to drive customer satisfaction, increase revenue, and improve overall operational efficiency.
Built strong relationships with customers, ensuring their satisfaction and addressing any concerns or issues promptly and effectively.
• Conducted regular performance evaluations, provided feedback, and implemented training programs to enhance team members' skills and performance.
• Collaborated with cross-functional teams, including sales and marketing, to develop and implement new initiatives and promotions.
Starbucks Store Manager Starbucks Corporation Virginia, Washington DC, Maryland] 2003 - 2021
• Successfully managed all aspects of store operations, including staffing, training, inventory management, and financial performance.
• Led a team of 15+ employees, providing coaching, guidance, and support to ensure exceptional customer service and operational excellence.
• Developed and implemented strategies to drive sales growth, increase customer loyalty, and improve overall store performance.
• Built strong relationships with customers, ensuring their satisfaction and addressing any concerns or issues promptly and effectively.
• Conducted regular performance evaluations, provided feedback, and implemented training programs to enhance team members' skills and performance.
• Conducted regular quality assurance assessments addressing standard and performance gaps. Provided coaching, additional training, etc., to ensure quality standards are met. Developed routines to close any skill or performance gaps.
Education:
Associates’s Degree in Culinary Arts/Hospitality Management Stratford University 2003
Skills:
• Customer Relationship Management (CRM)
• Quality Assurance and Standards Specialist
• Sales and Revenue Growth
• Strategic Planning and Execution
• Customer Service Excellence
• Problem Solving and Decision Making
• Communication and Interpersonal Skills
• Data Analysis and Reporting
• Time Management and Prioritization
References:
Available upon request
Contact this candidate