Adrienne Griffin
Birmingham,AL
Summary
Motivated Assistant Customer Service Manager focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making building techniques to maximize employee engagement and performance. positive changes to drive company success. Focused on using training, monitoring and morale
Overview
13
13
years of professional experience
Work History
Assistant Customer Service Manager
Publix
02.2022 - Current
- Develop and implement strategies
- Retain customers and drive loyalty
- Monitor documentation procedures to maintain consistent policies and current records
- Respond to customer service requests within designated turnaround time to improve customer satisfaction ratings
- Train new employees on company policies, procedures, techniques and customer service standards
- Evaluate and authenticate returns, exchanges and voids
- Set clear expectations and helped employees pursue optimal paths for achieving each target
- Deliver fast, friendly and knowledgeable service for routine questions and service complaints
- Supervise and train customer service team members to provide exceptional service, driving retention and satisfaction
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
- Maintain knowledge of company products and services to promptly resolve complaints and concerns
- Evaluate employee job performance and motivated staff to improve productivity
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction
- Oversee and assess customer service staff activities to provide personnel with regular performance related feedback
- Interviewed, hired and trained staff to meet company objectives
- Revise department schedules to maximize coverage during peak hours
- Train and mentor new team members to promote productivity, accuracy and friendly customer service
- Balance cash office
- Deposit cash and checks
- Process payroll successfully for multiple departments weekly
- I-9 verification for new employees
Customer Service Team Leader
Helena
05.2020 - 02.2022
- Motivated teams by recognizing and rewarding excellence
- Assisted with recruiting and hiring perspective candidates
- Set attainable daily, weekly and monthly goals and game plans
- Developed strategies to assist associates in meeting goals
- Made certain associates adhered to schedules to achieve service goals
- Utilized recognition and reward tools frequently to recognize achievements
- Attended job training to sharpen skills and keep informed of new products
- Supported associates career development by discussing potential for growth within company
- Recommended improvements in products, service and billing methods to management to prevent future problems
- Assisted customers with price checks, lifting heavy items and addressing other inquiries
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Processed payroll successfully for multiple departments weekly
- I-9 verification for new employees
Cashier
Publix
09.2017 - 10.2018
- Operated cash register or POS system to receive payment by cash, check and credit card
- Preserved appearance of store by arranging and replenishing displays and merchandise racks
- Accepted cash and credit card payments, issued receipts and provided change
- Discounted purchases by scanning and redeeming coupons
- Learned roles of other departments to provide coverage and keep store operational
- Worked closely with front-end staff to assist customers
- Processed sales transactions to prevent long customer wait times
- Delivered high level of customer service to patrons using active listening and engagement skills
- Trained new team members in cash register operation, stock procedures and customer services
- Used suggestive selling techniques to promote add-on sales
- Scanned merchandise using point-of-sale system for accurate purchase totals
- Answered customer questions and provided store information
- Collected payments and provided accurate change
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity
- Verified customer age requirement for alcohol or tobacco purchases
Shift Manager
McDonald's
08.2016 - 09.2017
- Documented receipts, employee hours and inventory movement
- Managed schedules, accepted time off requests and maintained coverage for shifts
- Enhanced operations and boosted productivity through employee training, coaching and assignments
- Helped employees accomplish tasks during peak periods
- Uphold company standards and compliance requirements for operations
- Communicated with other shift managers to facilitate continuum of customer service
- Reported employee behavioral issues, losses and customer complaints to upper-level management
- Managed daily cash intake by counting out registers and tabulating profits
- Coached employees on interactions with customers to drive exceptional service
- Directed and led employees and team members on effective operations, methods and procedures
- Resolved customer inquiries and complaints requiring management-level escalation
- Delegated work to staff, setting priorities and goals
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
Lash Technician
Lash and Brow Spa
02.2013 - 02.2014
- Removed eyelash extensions with oil-based makeup remover and lash glue dissolver
- Designed specific eyelash treatments based upon guests' individual needs
- Developed strong rapport with clients to gain repeat business and improve overall sales
- Bonded individual eyelash extensions to natural eyelashes with liquid adhesive
- Kept work areas, tools and equipment properly sanitized to reduce risk of cross-contamination
- Assisted receptionist by answering phones, scheduling appointments and collecting payments
- Self-marketed and promoted services online to obtain new clients and retain prior clients
- Educated customers on aftercare procedures to preserve natural eyelash health and longevity of eyelash extensions
- Improved client experiences by creating relaxing, comfortable salon environment
Head Cashier
Citi Trends
06.2012 - 05.2013
- Monitored cash drawers in multiple checkout stations to confirm adequate cash supply
- Trained new team members in cash register operation, stock procedures and customer services
- Prepared cash deposits and balanced store safe for opening and closing of business
- Processed refunds for worn, damaged and broken merchandise
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans
- Learned roles of other departments to provide coverage and keep store operational
- Performed merchandising and signage updates during weekly and seasonal promotional changes
- Monitored checkout counters and self-checkout areas to assist with complex transactions
- Resolved and balanced cash drawers at end of shifts to generate accurate reports for cash registers
- Helped customers find specific products, answered questions and offered product advice
- Processed payments promptly for customers to exceed productivity standards
- Directed trash removal and sanitation procedures to keep aisles and register area organized
- Greeted customers promptly and responded to questions
- Counted and balanced cashier drawers
- Welcomed customers, offering assistance to help find store items
- Maintained work area and kept cash drawer organized
- Processed customer payments quickly and returned exact change and receipts
- Assisted customers by providing information and resolving complaints
Education
Miles College - Communications
Miles College
04.2017
High School -
Huffman High School
05.2010
Skills
- Onboarding and Orientation
- I-9 verification for new hires
- Performance Evaluations
- Administration and Reporting Documentation
- Reporting Hiring
- Training Employee Development
- Team Building
- Complex Problem Solving
- Managing Operations and Efficiency Staff Training
- Performance Tracking and Evaluation
- Training and Development
- Teamwork and Collaboration
- Problem Resolution
- Work Planning and Prioritization
- Schedule Coordination
- Team Leadership
- Interpersonal Relations
- Employee Coaching and Motivation
- Time Management
- Scheduling and Coordinating
- Decision Making
- Verbal and Written Communication
- Calm Under Pressure
- Recruitment and Hiring Sales
- Supervising experience
- Restaurant experience
- Benefits administration
- Employment & labor law
Timeline
Assistant Customer Service Manager
Publix
02.2022 - Current
Customer Service Team Leader
Helena
05.2020 - 02.2022
Cashier
Publix
09.2017 - 10.2018
Shift Manager
McDonald's
08.2016 - 09.2017
Lash Technician
Lash and Brow Spa
02.2013 - 02.2014
Head Cashier
Citi Trends
06.2012 - 05.2013
High School -
Huffman High School
Miles College - Communications
Miles College