Customer Service Quality Assurance

Dreama Stotelmyer

Waynesboro, PA ***** • 717-***-**** • **********@*****.***

Professional Summary

Customer Service focused professional with 20+ years experience. Dedicated to efficiency and accuracy with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Punctual and detail-oriented with a proven history of resourcefulness and reliability. Trained in POS software and customer service.

Skills

Policies and Procedures

Cleaning and Sanitizing

Detail-Oriented

Cash Handling

Cooperative Attitude

Inventory Stocking

Employee Training

Problem Solving

Microsoft Excel

Microsoft Office

Customer Service Management

Map reading and navigation skills

Vehicle Safety and Maintenance

Efficiency and Time Management

Traffic Laws and Regulations

Inventory Management

Payment Collections

Attention to Detail

Delegating work

Verbal and Written Communication

Training Management

Decision Making

POS Terminal Operations

Recruitment and Hiring

Team Leadership

Quality Assurance

Work History

Cashier, 06/2012 to Current

FEC Western Maryland LLC – Hagerstown, MD

Operated cash register for cash, check and credit card transactions with excellent accuracy levels

Worked flexible schedule and extra shifts to meet business needs Helped customers complete purchases, locate items and join reward programs Restocked and organized merchandise in front lanes Answered questions about store policies and addressed customer concerns Worked closely with shift manager to solve problems and handle customer concerns Maintained secure cash drawers, promptly resolving discrepancies in daily totals Maintained cash drawer per shift

Mentored new team members on POS system operation, customer service strategies and sales goals

Completed inventory counts

Maintained current knowledge of store promotions and highlighted sales to customers. CDL Truck Driver, 06/2007 to 06/2008

Craig Paving – Hagerstown, MD

Operated with safety and skill to avoid accidents and delays Inspected vehicle before and after every trip and conducted minor repairs Maintained safe driving record by observing road rules, remaining cautious and alert in unfamiliar areas and keeping control of vehicle

Finalized daily logs on schedule to update internal records and uphold DOT requirements Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions

Contacted dispatch to report delivery incidents and determine best methods for resolution Operations Manager, 03/1990 to 06/2002

Kerch's – Hagerstown, MD

Trained, coached and mentored staff

Maintained compliance with company policies and procedures for food safety, sanitation and quality

Maintained effective supply levels by monitoring and reordering food stock and dry goods Oversaw training of more than 15 team members

Tracked food production levels, meal counts and supply costs Organized and oversaw food service training to educate employees on resetting tables, relaying orders to cooks and upselling food and beverages Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations

Orchestrated positive customer experiences by overseeing every area of the store operations Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment

Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty Handled money, balanced tills, processed credit card payment batches and prepared bank deposits, maintaining 100% accuracy

Education

Diploma: CDL

AAA School of Trucking - Harrisburg, PA

High School Diploma

Smithsburg High School - Smithsburg, MD

Certifications

Tractor Trailer Driving Certificate, AAA School of Trucking

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