Tammy L. Birch
Rochester,New York
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Service Concierge Manager
Wilkins Recreational Vehicles
01.2023 - Current
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Coach, support and develop team with goal of continuous growth and skill improvement.
- Track and optimize team metrics such as overall productivity and call volume.
- Submit requests and changes into scheduling system and create accurate customer service schedules.
- Assist with administrative tasks and cross-train in other departments to offer comprehensive support.
- Investigate and resolve customer inquiries and complaints quickly.
- Deliver prompt service to prioritize customer needs.
- Effective liaison between customers and internal departments.
- Resolved problems, improved operations and provided exceptional service
Assistant External Service Manager
Wilkins Recreational Vehicles
07.2018 - 01.2023
- Met with customers to discuss service needs and develop effective and practical solutions.
- Liaison between customers and RV manufacturers, obtaining and understanding customer needs and committing to satisfaction.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Managed team of four technicians; coordinated operations, set expectations, reviewed policy and procedures, evaluated completed projects.
- Provided training and onboarding for new peer hires.
- Worked to continually develop self; learned new industry technology and trends.
- Completed 1st and 2nd interviews for potential candidates within organization.
Assistant Store Manager
Walgreens Eastern Co
11.2006 - 07.2018
- Supervised control of store funds, including register counts, armored car pickups, safe deposits, change orders – oversaw all aspects of bookkeeping including ledger, invoices, cash reports and time records.
- Managed inventory levels of merchandise ensured accurate counts throughout store location.
- Trained pharmacy and front-end team in inventory and accurate pricing processes and opportunities.
- Remained cost conscious analyzing daily KPIs and store performance data by working with store and pharmacy manager to enhance performance.
- Worked to motivate and encourage team member engagement with company and patients through development of team members by setting goals, holding accountable with observation, providing feedback with recognition and performance management.
- Managed team members’ schedules, identified and forecasted for holidays and sale customer surges.
- Managed hiring and employee performance issues and consulted with Employee Relations and Human Resources as needed.
- Co-Managed day to day operations, store opening/closing procedures, regulates compliance with state, company.
- Drove customer service following Extraordinary Customer Care initiative, responded and followed up to all customer issues, seeking solutions to customer needs.
- Maintained quality assurance and customer satisfaction objectives.
- Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
- Stocked, labeled and inventoried medication to keep accurate records.
Assistant Manager
Things Remembered
07.2004 - 12.2006
- Scheduled staff based on current sales trends.
- Provided onboarding, training and safety protocols with new staff with proprietary machinery, reviewing accuracy of finalized product.
- Provided high-level customer satisfaction, offering purchase plans and handled customer satisfaction.
- Provided oversight of staff performance.
- Ensured inventory needs aligned with store sales.
- Analyzed and created promotional opportunities locations to increase customer loyalty.
- Followed brand specific programs and promotions engaging operations employees’ participation.
- Executed marketing on brand specific locations and technology for brand compliance.
Education
High School Diploma -
Spencerport High School
Spencerport, NYHistory Education
Niagara University
Niagara Falls, NYMonroe Community College
Rochester, NYSkills
- Computer Skills
- Microsoft Office Suite
- Schedule Management
- Service Scheduling
- Handling Complaints
- Staff Management
Certification
2021 Certified Recreational Vehicle Service Advisor
2008-2018 Pharmacy Technician Certified (PTCB)
Timeline
Service Concierge Manager
Wilkins Recreational Vehicles
01.2023 - Current
Assistant External Service Manager
Wilkins Recreational Vehicles
07.2018 - 01.2023
Assistant Store Manager
Walgreens Eastern Co
11.2006 - 07.2018
Assistant Manager
Things Remembered
07.2004 - 12.2006
High School Diploma -
Spencerport High School
History Education
Niagara University
Monroe Community College
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