Nicole Jerome
La Vergne,TN
Summary
Hardworking and quick to learn, interested in pursuing a position using customer service skills I have learned as a store manager , assistant manager, as well as a customer service representative for a freight line company. Pursing new position with room for advancement alongside a growing team.
Overview
5
5
years of professional experience
Work History
General Assitant Manager
Dunkin Donuts Baskin Robbins
Franklin, TN
11.2021 - Current
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Mentored and motivated team members to achieve challenging business goals.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Handled cash accurately and prepared deposits.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Motivated, trained and disciplined employees to maximize performance.
- Resolved problems promptly to elevate customer approval.
Customer Service Representative
R&L Carriers
Antioch, TN
07.2018 - 11.2021
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Provided information regarding charge accounts and loyalty programs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained staff on operating procedures and company services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel regarding company operations, policies and services.
- Worked on Hazmat spills, to get SDS sheets as well as getting the product properly labeled for an outside clean up company to pick up for waste.
- Worked in OSD (Overage, Shortage, Damage) area, which was also homeless freight. Freight that did not have any labels telling anyone where it belonged or the next truck it needed to go on. I would have to research and try to figure out where it would go, to be able to get the product delivered to the correct customer, or send back to the original shipper.
Store Manager
Subway
La Vergne, TN
09.2016 - 06.2018
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Rotated merchandise and displays to feature new products and promotions.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Rotated stock to achieve optimum appeal and minimize shrinkage.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Managed inventory control, cash control and store opening and closing procedures.
- Completed point of sale opening and closing procedures.
- Bolstered sales volume by implementing incentive program and initiating advanced employee training.
- Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
- Maintained strong knowledge in handling of perishable products in dairy, meat and produce departments.
- Developed new store location from ground up by hiring and training efficient team.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Supervised guests at front counter, answering questions regarding products.
Education
No Degree - Medical Business Administration
DeVry University
Nashville, TNDental Assistant - Dental Assisting
Kaplan Career Institute
Nashville, TN05.2008
Medical Assistant - Nursing Assistance
Everest College - Chicago
Chicago, IL12.2004
High School Diploma -
J. Sterling Morton East High
Cicero, IL06.2001
Skills
- Employee Motivation
- Team Leadership
- Finance and Accounting Oversight
- Customer Service Management
- Performance Assessment
- Focus and Follow-Through
- Decision Making
- Assignment Delegation
Timeline
General Assitant Manager
Dunkin Donuts Baskin Robbins
11.2021 - Current
Customer Service Representative
R&L Carriers
07.2018 - 11.2021
Store Manager
Subway
09.2016 - 06.2018
No Degree - Medical Business Administration
DeVry University
Dental Assistant - Dental Assisting
Kaplan Career Institute
Medical Assistant - Nursing Assistance
Everest College - Chicago
High School Diploma -
J. Sterling Morton East High