Customer Service Quality Assurance
Resume:
natasha smalls
Columbia, SC ***** 803-***-**** ***************@*****.***
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PROFESSIONAL
SUMMARY
Dynamic Shift Manager with a proven track record at Bojangles' Famous Chicken
'n Biscuits, excelling in customer service focus and inventory control. Skilled in mentoring and coaching teams to exceed quality assurance goals by 30%, demonstrating exceptional decision-making and interpersonal skills. Expert in fostering staff development and ensuring safety compliance. SKILLS • Cash handling
• Decision-making
• Customer service focus
• Employee training
• Workplace safety
• Accurate money handling
• Staff motivation
• Opening and closing procedures
• Punctual and reliable
• Handling customer complaints
• Energetic and enthusiastic
• Training and mentoring
• Relationship building
• Team development
• Delegating work
• Mentoring and coaching
• Quality assurance
• Staff training and onboarding
• Interpersonal skills
• Inventory control
• Staff development
• Payment processing
• Documentation and reporting
• Safety compliance
• Schedule management
WORK HISTORY SHIFT MANAGER 07/2023 to 01/2025
Bojangles' Famous Chicken 'n Biscuits Columbia, SC Handled comprehensive store management duties seamlessly. Organized detailed schedule.
Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
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Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
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• Trained and mentored new employees to maximize team performance. Promoted a positive work environment through open communication and constructive feedback.
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Supervised employees and oversaw quality compliance with company standards for food and services.
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Worked closely with team members to schedule breaks and shifts to meet state regulations.
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Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
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Exercised composure under pressure and in escalated customer service scenarios.
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Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
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• Tracked receipts, employee hours, and inventory movements. Contributed to increased sales revenue by motivating staff to achieve individual and team goals consistently.
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Scheduled staff to establish adequate coverage during peak business hours.
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HOUSEKEEPER INSPECTOR 02/2018 to 03/2020
Marriott of Columbia Columbia SC
• Disinfected and mopped bathrooms to keep facilities sanitary and clean. Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
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Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
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• Vacuumed rugs and carpeted areas in offices, lobbies, and corridors. Maintained a spotless environment for guests through diligent daily housekeeping tasks.
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Used chemicals by following safety protocols and procedures to avoid burns and injuries.
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Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
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BV REPRESENTATIVE 06/2021 to 06/2023
Continuum Global Solutions Remote
Increased customer satisfaction by addressing and resolving complaints in a timely manner.
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Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
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Enhanced company reputation by providing exceptional customer service and support.
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Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
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Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
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Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
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EDUCATION High School Diploma 06/1994
St.John's High School, Darlington, SC
ADDITIONAL
INFORMATION
Over 25years customer service experience
Over 15years management experience
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