Assistant Customer Service Manager - Publix Expertise, Training
Resume:
Matthew Gerace
Zephyrhills, FL ***** 215-***-****
***************@*****.*** Bold Profile
PROFESSIONAL
SUMMARY
Dynamic Assistant Customer Service Manager at Publix with a proven track record in enhancing customer satisfaction and team productivity. Skilled in training and mentoring, I implemented strategies that improved first-call resolution rates, fostering a collaborative environment. Proficient in inventory control and conflict resolution, I consistently achieved performance metrics while building strong customer relationships.
SKILLS • Sales proficiency • Cash handling
• Customer engagement • Customer relations
• Training and mentoring • Team building
• Conflict resolution • Goal setting
• Team development • Quality control
• Schedule management • Inventory control
• Management support • POS system operations
• Schedule coordination • Budget control
• Account management • Training programs
• Expertise in sales • Research
• Proficient in software • Cross-functional collaboration
• Inter-department collaboration • Account updates
• Conflict mediation • Research and due diligence
• Issue research • Problem investigation
• Solutions planning • Microsoft outlook, word, and Excel
• Customer service • Problem-solving
• Time management • Excellent time management skills Verbal and written
communication
• • Decision-making
Adherence to high customer
service standards
• • Relationship building
• Team building and leadership Exceptional interpersonal communication
•
• Handling escalations • Deadline oriented
M G
• Product knowledge
WORK HISTORY ASSISTANT CUSTOMER SERVICE MANAGER 08/2016 to CURRENT Publix Wesley Chapel, FL
Assisted in training new customer service representatives on company policies and procedures.
•
• Resolved customer inquiries and issues to enhance overall satisfaction. Supported daily operations by coordinating staff schedules and managing workload distribution.
•
• Monitored inventory levels and ensured product availability for customers. Collaborated with management to implement process improvements for service efficiency.
•
Conducted regular assessments of customer feedback to identify areas for enhancement.
•
Facilitated team meetings to discuss performance goals and service strategies.
•
Developed training materials to streamline onboarding processes for new hires.
•
Conducted training and mentored team members to promote productivity and commitment to friendly service.
•
Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
•
Coordinated staff schedules to maintain optimal coverage during peak service hours.
•
Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
•
Maintained accurate records of client interactions, identifying trends and opportunities for process improvements.
•
Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
•
Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
•
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
•
Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
•
Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.
•
Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
•
Implemented new strategies for reducing wait times and improving first-call resolution rates, resulting in improved customer satisfaction scores.
•
• Reviewed submitted documents to check compliance and enforce recordkeeping policies.
Monitored compliance with company policies and industry regulations related to privacy protection and data security within the customer service department.
•
Streamlined workflow processes for increased efficiency in handling customer inquiries and concerns.
•
Evaluated employee performance against established goals, conducting regular reviews aimed at continuously improving productivity levels.
•
Developed strong relationships with clients, ensuring a positive experience and cultivating repeat business.
•
Established clear communication channels between team members, fostering a collaborative work environment conducive to efficient problemsolving.
•
Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
•
Promoted brand loyalty by offering personalized assistance tailored to individual needs during each interaction with customers.
•
• Created customer support strategies to increase customer retention. Served as a key liaison between customers and internal departments to facilitate timely resolutions for complex issues or escalated complaints.
•
Contributed to team success by consistently achieving performance metrics for call resolution, response time, and customer feedback.
•
Implemented new software tools, resulting in improved efficiency of the customer service team and faster response times for client inquiries.
•
Ensured consistent delivery of high-quality service by regularly reviewing call recordings and providing targeted coaching for staff development.
•
Optimized resource utilization through effective allocation of tasks among team members based on their strengths and workload capacity.
•
Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
•
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
•
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
•
Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
•
Collaborated with upper management to improve customer service processes and support structures company-wide.
•
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
•
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
•
Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
•
CREW LEADER 09/2016 to 10/2019
McDonald's Wesley Chapel, FL
Supervised daily operations, ensuring adherence to safety protocols and quality standards.
•
Trained new team members on operational procedures and equipment usage.
•
Coordinated workflow among team members to enhance productivity and efficiency.
•
Implemented process improvements that streamlined operations and reduced downtime.
•
• Managed inventory levels, optimizing stock control and reducing waste. Trained employees in time management and proper ways to complete job duties.
•
Provided ongoing training and support for new hires, ensuring they were well-equipped to perform their duties effectively.
•
Boosted customer satisfaction by ensuring that all crew members provided high-quality service in line with company standards.
•
Motivated team members by setting high expectations, recognizing achievements, and providing ongoing encouragement throughout challenging projects.
•
Enhanced team productivity by implementing efficient work processes and providing clear guidance for crew members.
•
EDUCATION High School Diploma 06/2017
Pasco High School, Dade City, FL
CERTIFICATIONS ISSA Certified in Personal Training and Nutritionist
Contact this candidate