Patrick Nembhard
Buffalo
Summary
Experienced Manager and Keyholder with over 4 years of proven leadership experience in retail environments and a solid background in customer service from my time at M&T Bank. Skilled in managing teams of up to 10 retail sales associates in large box stores and adept at resolving customer issues with efficiency and precision. At M&T Bank, I excelled in handling complex customer inquiries, resolving account issues, and delivering exceptional service. Seeking an opportunity to leverage my diverse skill set in a new workplace, where I can further develop and address areas for growth. My success in both retail management and customer care positions me to make a valuable impact in a new role.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Center one\M&T Bank
04.2021 - Current
- Efficiently managed a high volume of customer inquiries and issues, resolving a wide range of general customer service concerns with professionalism.
- Assessed and identified customer problems by reviewing account details and transaction history, delivering accurate and timely solutions.
- Excelled in de-escalating distressed customers, utilizing active listening and empathetic communication to effectively address and resolve their concerns.
- Achieved a promotion to Agent Trainer within just three months, demonstrating exceptional performance and leadership potential.
- Developed and delivered comprehensive training programs, mentored new hires, and ensured team members adhered to best practices and service excellence standards.
- Consistently earned high Quality Assurance scores, receiving bonuses in recognition of exceptional performance and commitment to service quality.
Retail Store Manager
Hot Topic Inc
10.2018 - 04.2021
- Coached employees and trained on various aspects such as sales, dealing with customers and general difficulties faced while doing job.
- Monitored employee performance to be able to provide coaching when needed and also to recognize great achievements.
- Used various metrics to help track which products were doing well, and which bad, to formulate strategies to push inventory with lower sales numbers.
- Reduced shrinkage levels by conducting staff training, and implementing loss prevention initiatives.
- Continuously updated store layout to optimize product placement for better shopping experience as well as to help push sales.
- Increased average transaction value by upselling products, promoting add-ons, and cross-selling complementary items.
- Regularly kept track of inventory and created a digital database to help track merchandise better.
- Managed social media account for store.
Dietary Worker
Cura Hospitality
10.2015 - 08.2016
- Efficiently operated commercial dishwashers to clean plates, cups, utensils, and kitchen equipment, maintaining high standards of hygiene and cleanliness.
- Expertly prepared cooking supplies, ingredients, and workstations during opening and closing procedures to optimize operational efficiency.
- Adhered strictly to sanitation and food handling guidelines while supporting the Head Chef in the preparation of multiple daily meals.
- Successfully managed and operated an entire dining room independently, ensuring smooth service and a positive dining experience for all patrons.
- Provided compassionate and patient-centered support to individuals requiring assistance with meal consumption, ensuring a respectful and comfortable dining experience.
- Swiftly and accurately served meals tailored to patients with special dietary needs, ensuring compliance with dietary restrictions and preferences.
Education
Associate of Arts - Theatre
University At Buffalo
Buffalo, NY09.2024
Associate of Science - Computer Science
University At Buffalo
Buffalo, NY09.2024
High School Diploma -
Cheltenham High School
Wyncote, PA06.2017
Skills
- Multi-tasking strength
- Time management
- Critical thinking
- Computer skills
- Complaint resolution
- Sales
- Microsoft Office
- Microsoft Outlook
- Microsoft Excel
- Banking
Timeline
Customer Service Representative
Center one\M&T Bank
04.2021 - Current
Retail Store Manager
Hot Topic Inc
10.2018 - 04.2021
Dietary Worker
Cura Hospitality
10.2015 - 08.2016
Associate of Arts - Theatre
University At Buffalo
Associate of Science - Computer Science
University At Buffalo
High School Diploma -
Cheltenham High School
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