Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Amanda McKoin

Assistant Customer Service Manager
Greensboro,NC

Summary

Skilled Assistant Customer Service Manager versed in effectively supervising and guiding customer service team members in conflict resolution and efficiency-boosting strategies. Analytical problem-solver with excellent mentoring and team leadership abilities. Adept at assisting associates with maintaining optimal customer satisfaction through skilled support and escalated issue-management. Effectively approach systemic performance problems to enhance team productivity and help associates boost customer loyalty with exceptional service. Knowledgeable about Grocery industry practices and typical customer behaviors. Bringing 2.5+ years of Customer Service position experience and enthusiasm for taking on new challenges in a management/retail setting.

Overview

14
14
years of professional experience

Work History

Assistant Customer Service Manager

Harris Teeter Grocery Store
Greensboro, NC
07.2021 - Current
  • 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.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.
  • Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
  • Supported front End Associates managing over 40 team members resolving 10+ customer issues every day.


Cashier

Harris Teeter Grocery Store
Greensboro, NC
09.2019 - Current
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases, locate items and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Answered questions about store policies and addressed customer concerns.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Collected and authorized payments of guests.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Checked identification for proof-of-age for alcohol and tobacco sales.
  • Reviewed weekly sales ads and monitored price changes.
  • Performed cash, card and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Used POS system to enter orders, process payments and issue receipts.
  • Monitored self-checkout systems and provided assistance or intervention where required.
  • Learned floral department and florist skills positions and provided backup at key times.
  • Learned Express Lane and Express lane positions and provided backup at key times.

HomeShop

Harris Teeter Grocery Store
Greensboro, NC
09.2019 - Current
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Developed and maintained courteous and effective working relationships.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Served customers and followed outlined steps of service.
  • Identified issues, analyzed information and provided solutions to problems.
  • Resolved problems, improved operations and provided exceptional service.
  • Improved operations through consistent hard work and dedication.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Participated in team-building activities to enhance working relationships.
  • Used coordination and planning skills to achieve results according to schedule.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

Customer Service Desk Clerk

Harris Teeter Grocery Store
Greensboro, NC
09.2019 - Current
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended products to customers, thoroughly explaining details.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Receptionist

Richard M. Pearman, Jr., Attorney
Greensboro, NC
08.2003 - 02.2008
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed calls accordingly.
  • Resolved customer problems and complaints.
  • Responded to inquiries from callers seeking information.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Corresponded with clients through email, telephone or postal mail.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
  • Sorted, received and distributed mail correspondence between departments and personnel.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Scheduled and confirmed appointments and meetings for senior management team.
  • Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
  • Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
  • Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
  • Oversaw inventory materials monitoring, requisitions and supply re-stocking.
  • Supported various administrative duties by proofreading, transcribing and invoicing.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Received and routed business correspondence to correct departments and staff members.
  • Monitored and screened visitors to verify accessibility to inter-office personnel.
  • Drafted professional memos, letters and marketing copy to support business objectives and growth.
  • Liaised with vendors, contractors and professional services personnel to properly process orders.
  • Coordinated travel accommodations, agenda, and transportation for staff and out-of-town visitors.

Education

High School Diploma -

Brittain Academy
High Point, NC
2012

Skills

  • Accounting
  • Reporting
  • Corrective Actions
  • Efficient Service
  • Staff Training
  • Customer Loyalty
  • Team Management
  • Interdepartmental Collaboration
  • Information Updates
  • Customer Feedback
  • Office Management
  • Efficient Sales Transactions
  • Inventory Control Processes
  • Financial Transactions
  • Confidential Records Management
  • Special Assignments
  • Employee Performance Evaluations
  • POS Inventory System Operation
  • Operational Efficiency
  • Corporate Standards
  • Compliance Requirements
  • Employee Motivation
  • Customer Service and Assistance
  • Company Product Knowledge
  • Constructive Feedback
  • Maximizing Coverage
  • Rewards Programs
  • Customer Experience Improvement
  • Loyalty Programs
  • Friendly and Relatable
  • Leadership and Change Management
  • Mail and Package Distribution
  • Confidence and Drive
  • Adaptable and Resilient
  • Diligent Follow Through
  • Delegation and Work Assignment

Accomplishments

  • Supervised team of 20+ staff members.
  • Collaborated with team of 7 in the development of Support the Troops fundraiser and other organizations and their funraisers throughout each year.
  • Supervised team of 20+ staff members.
  • In December 2019 I was awarded the Service Excellence Hero Award.
  • Achieved attainment numbers by completing scheduling with accuracy and efficiency.

Timeline

Assistant Customer Service Manager

Harris Teeter Grocery Store
07.2021 - Current

Cashier

Harris Teeter Grocery Store
09.2019 - Current

HomeShop

Harris Teeter Grocery Store
09.2019 - Current

Customer Service Desk Clerk

Harris Teeter Grocery Store
09.2019 - Current

Receptionist

Richard M. Pearman, Jr., Attorney
08.2003 - 02.2008

High School Diploma -

Brittain Academy

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Amanda McKoinAssistant Customer Service Manager