Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Diamond Burley

Diamond Burley

Customer Service Manager
Raleigh,NC

Summary

Insightful Customer Service Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

Overview

6
6
years of professional experience

Work History

Customer Service Manager

Publix Supermarkets Inc.
Wendell, NC
08.2020 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Briefed new hires on essential job information, such as company policies, employment benefits and job duties.
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Completed human resource operational requirements by scheduling and assigning employees.
  • Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.

Assistant Customer Service Manager

Publix Supermarket Inc.
Raleigh, NC
07.2019 - 08.2020
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
  • Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Reviewed submitted documents to check compliance and enforce recordkeeping policies.

Cultural Ambassador

Publix Supermarket Inc.
Raleigh, NC
08.2018 - 08.2020
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Gathered and organized supplementary material to support structured lessons.
  • Maintained records on attendance and participation.
  • Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.

Customer Service Team Leader

Publix Supermarket Inc.
Wake Forest, NC
10.2018 - 07.2019
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided back up for customer service managers.

Education

Bachelor of Science - Accounting

North Carolina State University
Raleigh, NC
05.2020

Skills

  • Service Orientation
  • Critical Thinking
  • Complex Problem Solving
  • Troubleshooting
  • Personnel Training and Development
  • Managing Operations and Efficiency
  • Performance Tracking and Evaluations
  • Management of Financial Resources
  • Microsoft Office

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Customer Service Manager

Publix Supermarkets Inc.
08.2020 - Current

Assistant Customer Service Manager

Publix Supermarket Inc.
07.2019 - 08.2020

Customer Service Team Leader

Publix Supermarket Inc.
10.2018 - 07.2019

Cultural Ambassador

Publix Supermarket Inc.
08.2018 - 08.2020

Bachelor of Science - Accounting

North Carolina State University

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Diamond BurleyCustomer Service Manager