Customer Service Call Center
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
***************@*****.***
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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