Angela Albright

Store Support Lead

Kohl's

Fenton, MO

08.2000 - Current

Answered a multi-line phone system, routed calls, delivered messages to staff, and greeted customers.
Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Delivered excellent customer service through prompt responses to customer inquiries, addressing concerns effectively, and building strong relationships.
Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Customer Service Area Supervisor
Guided employees in handling difficult or complex problems.
Developed reports to track customer satisfaction levels.
Delivered continuous training to associates to maximize performance and customer relations skills.
Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
Provided feedback and coaching to staff on customer service techniques, policies, and procedures.
Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Trained new customer service representatives on product knowledge and customer service skills.
Drove customer escalations to resolution by engaging directly with clients.
Assigned tasks to team members based on individual strengths and weaknesses.
Delegated work to staff, setting priorities and goals.
Supervised customer service representatives to ensure quality standards were met.
Provided day-to-day leadership to cultivate environment that exemplified company values.
Answered phone calls and responded to questions and concerns.