Acacia Myers
Wilkesboro,NC
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Assistant Manager
Tobacco and Vape
Wilkesboro, NC
03.2022 - 02.2023
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Communicated regularly with customers to gain insights into their needs.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained up-to-date knowledge of company products and services.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Delegated daily tasks to team members to optimize group productivity.
- Ensured compliance with safety regulations and company policies.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Completed inventory audits to identify losses and project demand.
- Collaborated with management on developing strategic plans for achieving business goals.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Coordinated with other departments to ensure smooth flow of operations.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Developed a system for tracking inventory and ordering supplies as needed.
- Created reports on sales trends, inventory levels, and financial data.
- Established processes for monitoring customer satisfaction levels.
- Assisted with developing and implementing marketing strategies to improve sales and profitability.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Crew Member Team Leader
Burger King
Thomasville, NC
09.2019 - 12.2021
- Assisted in training new crew members on proper food preparation, customer service, and safety protocols.
- Supervised team members during peak hours to ensure smooth operations.
- Addressed any issues between employees promptly and fairly.
- Maintained daily records of transactions, sales, and inventory levels.
- Resolved customer complaints in a timely manner with empathy and understanding.
- Created an environment where employees felt respected and valued.
- Managed cash flow by accurately counting money at beginning and end of shift.
- Performed daily inspections of kitchen area to verify cleanliness standards were met.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Enforced company policies regarding attendance, dress code, break times.
- Motivated team members through positive reinforcement techniques such as rewards or recognition.
- Provided employees with necessary resources to complete tasks efficiently such as uniforms or tools.
- Established effective communication channels between management staff and crew members.
- Conducted regular reviews of employee performance for the purpose of providing feedback and recognizing achievements.
- Analyzed daily reports to determine areas for improvement in productivity or efficiency.
- Ensured that all equipment was properly cleaned and maintained according to health regulations.
- Assisted with scheduling shifts for team members based on availability.
- Monitored team member performance to ensure quality standards were met.
- Balanced cash drawers, operated registers and prepared cash deposits.
- Created shift schedules and communicated to team members.
- Assessed individual team member abilities and aptitudes, incorporating into shift duties to promote happy employees and effective workflows.
- Monitored employee productivity and provided constructive feedback and coaching.
- Hired and trained new and current staff members to handle various work tasks.
- Maintained work environments that encouraged compliance with safety laws and employment guidelines.
- Managed time off requests and unexpected no-show situations.
- Managed employee requests, issues and conflicts.
- Assigned duties to specific employees and teams according to roles and skills.
- Gained independent working skills and guided and mentored less experienced team members.
- Worked productively as lead or helping team member to drive customer satisfaction.
- Understood how to operate and maintain job site equipment safely and for maximum productivity.
- Lubricated, cleaned or repaired machinery or equipment.
- Displayed high standards for quality workmanship and routinely double-checked work.
Customer Service Representative
Lowes Hardware Store
Lexington, NC
08.2018 - 06.2019
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Consulted with customers to resolve service and billing issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Made outbound calls to obtain account information.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Improved customer service wait times to mitigate complaints.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted available products and services to customers during service, account management and order calls.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Took special orders in person and over telephone, generating additional revenue every month.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Surpassed sales goals through implementation of successful marketing strategies.
- Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
Education
High School Diploma -
North Wilkes High School
North Wilkesboro, NC05-2016
Skills
- Recruiting and Interviewing
- Sales Monitoring
- Product and Service Knowledge
- Operations Management
- Employee Scheduling
- Task Delegation
- Employee Performance Evaluations
- Policy Enforcement
- Cost Reduction
- Staff Supervision
- Team Motivation
- Staff Development
- Retail Operations
- Marketing Tactics
- Strategic Planning
- Marketing Knowledge
- Sales Strategies
- Orientation and Training
- Money Handling
- Staff Training and Development
- Cost Control
- Financial Management
- Employee Engagement
- Budgeting and Finance
Timeline
Assistant Manager
Tobacco and Vape
03.2022 - 02.2023
Crew Member Team Leader
Burger King
09.2019 - 12.2021
Customer Service Representative
Lowes Hardware Store
08.2018 - 06.2019
High School Diploma -
North Wilkes High School