Customer Service

Jennifer Stein

Apex, NC ***** • +1-530-***-**** • **********@*****.*** •

SUMMARY

Customer service and admin professional with 10+ years helping customers and teams. Strong on phone, email, and chat—listens first, solves the issue, and documents clearly. Comfortable juggling multiple systems and following SOPs. Confident with Microsoft Office and Excel (lists, filters, COUNTIF/SUM).

CORE SKILLS

Customer service (phone / email / chat)

De escalation & calm problem solving

Clear documentation & ticket updates

Scheduling, coverage, & follow ups

Microsoft Office (Word, Excel, Outlook)

Excel: lists, filters, simple formulas

Time management in remote settings

Multi tasking across multiple systems

TOOLS & SYSTEMS

Microsoft 365 (Word, Excel, Outlook)

VoIP/softphone & call queues (general)

Ticketing/CRM (SOP driven notes)

Multi screen workflows & shared inbox

EXPERIENCE

Guest Service Manager — Lowes Foods, Cary, NC

Feb 2024 – Present

Lead front end service; set clear standards and keep lines moving during busy times.

Resolve customer issues by phone and in person; de escalate, fix the problem, and document outcomes.

Onboard and coach new hires; reinforce SOPs and daily expectations.

Build/adjust schedules and break coverage; send clear shift handoffs.

Coordinate with cash office on opens/closes, safe counts, and variances; ensure clean end of day reports.

Run quick huddles and follow ups so everyone stays aligned.

Use Microsoft Office daily—Word/Outlook for comms; Excel for simple trackers (lists, filters, SUM/COUNTIF).

Customer Service Staff (Front End & Cash Office) — Publix, Apex, NC

May 2022 – Feb 2023

Helped customers by phone and in person—listened first, solved the issue, and documented the result.

Opened/closed the front end; balanced drawers and supported the cash office with accurate counts.

Built/updated break coverage; kept lines moving and sent clear shift updates.

Trained new hires on customer service and cash handling SOPs; coached day to day for consistency.

Supported new store training/opening: set up front end flow and aligned on promo/safety standards.

Served on Safety Team; completed checklists and escalated hazards quickly.

Led AVS verification to reduce loss/fraud; flagged mismatches and followed escalation SOPs.

Owner/Operator — Jen’s Cleaning Service, Placerville, CA

Apr 2011 – Jun 2022

Ran day to day operations for residential cleaning and caregiving services.

Front line customer service by phone/text/email: set expectations, scheduled visits, and followed up to closure.

Built calendars/routes; adjusted schedules for cancellations and urgent requests.

Quoted jobs, created simple service agreements, invoiced, and tracked payments.

Hired/onboarded/trained staff; coached for safety, quality, and consistency.

Maintained inventory and checklists; documented client preferences and incident/resolution notes.

De escalated complaints professionally and closed the loop with the customer.

Assistant District Manager — Olan Mills Studio, Northern California

Jan 2002 – Jan 2008

Managed 14 studios; coached managers and handled customer escalations by phone/email and on site.

Hired, onboarded, and scheduled staff; kept coverage reliable and communication clear.

Trained teams on customer service, sales, cash handling, and safety; kept SOPs simple and consistent.

Audited cash office, inventory, and compliance; tracked findings in Excel (lists, filters, basic formulas).

Planned and ran monthly district meetings; shared results and action items with follow through.

Supported new studio openings/acquisitions with minimal service disruption.

EDUCATION

Folsom Lake College — Computer Information Science (Some college), Aug 2000 – May 2001

CERTIFICATIONS

Driver’s License

KEYWORDS (ATS)

Customer Service • Remote • Phone/Email/Chat • De escalation • Documentation • Ticketing/CRM • Scheduling • Follow ups • Microsoft 365 (Word, Excel, Outlook) • SOPs • Cash Handling • Verification • Time Management

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