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Customer Service Call Center

Location:
Ruston, LA
Posted:
June 08, 2025

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Resume:

Rico Qualls

Highly accomplished and results-oriented professional with 8+ years of progressive

experience in assistant management across diverse retail and hospitality environments, including convenience stores, fast-food, and fine dining restaurants. Proven expertise in leading and motivating teams, optimizing operational efficiency, managing inventory, and driving sales growth. Exceptional track record in customer service, including high- volume call center operations, skilled in conflict resolution, de-escalation, and fostering positive customer experiences. Adept at adapting to dynamic environments and committed to achieving organizational objectives through strong leadership and meticulous attention to detail.

Ruston, LA 71270

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

+1-318-***-****

Professional Summary

Dedicated and results-driven professional with experience in management, customer service, and quality assurance. Adept at leading teams, resolving customer inquiries, and ensuring high standards in production and service. Possess strong problem-solving, communication, and organizational skills that make me a valuable asset in any work environment. Seeking a position where I can leverage my skills to contribute effectively to a company’s success.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Shift Lead/Inventory Specialist

Sonic Drive-In-Jackson, MS

May 2023 to February 2025

ShiftLeader/Inventory Manager

MVP Sonic – Jackson, MS

• Directed shift operations for a high-volume fast-food restaurant, consistently meeting speed-of-service targets.

• Managed a team of 10-12 crew members, overseeing food preparation, order accuracy, and drive-thru efficiency.

• Conducted daily cash reconciliation, managed safe operations, and prepared deposits with 100% accuracy.

• Ensured strict adherence to food safety and sanitation guidelines, maintaining excellent health inspection scores.

• Addressed and resolved customer feedback promptly and courteously, often turning dissatisfied customers into repeat patrons through effective service recovery techniques.

• Contributed to local marketing initiatives, increasing weekend traffic by 8%. Skills Gained: Leadership, Team Management, Customer Service, Problem-Solving, Inventory Control, Conflict Resolution

Call Center Representative

MS 811-Pearl, MS

October 2023 to May 2024

Call Center Representative (Temp Job)

MS 811 – Pearl, MS

• Assisted callers in processing and managing underground utility location requests.

• Provided clear and concise information while ensuring adherence to company policies and regulations.

• Documented all customer interactions accurately in company databases.

• Handled high call volumes efficiently while maintaining professionalism and accuracy.

• Assisted customers in resolving service-related inquiries and provided necessary follow-ups. Skills Learned:Hard Skills:

• Payroll Processing & Benefits Administration

• HR Compliance & Employment Law Knowledge • Employee Onboarding & Training

• Data Management & Report Generation

• Records Management & Documentation

• Conflict Resolution & Mediation

Assistant Manager

Stop N Shop-Brookhaven, MS

February 2021 to October 2023

• Oversee daily store operations, including opening/closing procedures, cash management, and shift supervision for a team of 8-10 associates, ensuring smooth and efficient daily workflow.

• Manage inventory, product ordering, and merchandising to ensure optimal stock levels and attractive displays, significantly reducing waste and maximizing product freshness.

• Recruit, train, and mentor new employees, enhancing team performance and fostering a stable and productive work environment.

• Consistently resolved complex customer complaints and issues, leveraging active listening and problem-solving skills to ensure satisfactory outcomes and maintain high customer loyalty.

• Implemented new security protocols, strengthening store security and effectively minimizing shrinkage.

• Managed fuel station operations, ensuring compliance with safety and environmental regulations, and upholding brand standards.

Assistant Restaurant Manager

Applebee's-Ruston, LA

January 2018 to May 2019

• Managed front-of-house operations, including reservations, guest seating, and service flow for a 100- seat fine dining establishment.

• Supervised and trained a team of 12+ waitstaff, hosts, and bartenders, ensuring adherence to upscale service standards.

• Maintained inventory of high-value wines and spirits, reducing discrepancies by 5%.

• Expertly handled escalated guest concerns and complaints, proactively addressing issues to enhance the dining experience and preserve the restaurant's prestigious reputation.

• Collaborated with the Executive Chef to ensure seamless kitchen-to-front-of-house coordination. Skills Learned: • Leadership & Team Training

• Cash Handling & Register Balancing

• Inventory Management

• Customer Service & Conflict Resolution

• Food Preparation & Safety Standards

• Time Management & Multitasking

• Store Opening & Closing Procedures

• Problem-Solving & Decision-Making

Education

High School Diploma in High School Diploma

Ruston High School-Ruston, LA

August 2004 to May 2008

Skills

• Management

• Troubleshooting

• Heavy lifting

• English

• Microsoft Windows

• Computer skills

• Python

• Culinary experience

• VPN

• Communication skills

• Food handling

• Retail Management

• Cash register

• Custodial experience

• Dietary aide experience

• Shift management

• Shift Management

• Knife skills

• Forklift

• Human resources

• Janitorial experience

• Commercial cleaning

• Cash handling

• Supervising experience

• Food preparation

• Pallet jack

• Kitchen Management Experience

• Customer service

• Food Safety

Certifications and Licenses

Food Handler Certification

Non-CDL Class C



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