Angelica McCoy
Emporia,KS
Summary
Dynamic customer service professional with experience at Kroger, skilled in active listening and problem resolution. Enhanced customer satisfaction and loyalty through effective complaint handling and relationship building. Successfully trained new staff, improving team performance. Proficient in data entry and order processing, contributing to a 30% increase in efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Kroger
902 E 12th Ave
10.2024 - Current
- Assisted customers with inquiries and product selections to enhance satisfaction.
- Processed transactions accurately using point-of-sale systems, ensuring efficient checkout experiences.
- Resolved customer complaints promptly, fostering positive relationships and loyalty.
- Maintained product displays and inventory levels to support merchandising efforts effectively.
- Trained new staff on customer service protocols and operational procedures for consistency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Assistant Manager
Casey's Gas Station
01.2021 - 06.2023
- Supported daily operations by coordinating staff schedules and ensuring adequate coverage.
- Assisted in training new employees on customer service protocols and safety procedures.
- Monitored inventory levels, reducing excess stock through efficient ordering practices.
- Implemented cash handling processes to enhance accuracy and minimize discrepancies.
- Led team meetings to communicate goals, address challenges, and foster collaboration.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Oversaw daily operations to maintain store cleanliness and organization.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Analyzed customer feedback to identify areas for improvement in service delivery.
Host
IHOP
01.2015 - 05.2018
- Assisted customers with inquiries and product selections to enhance satisfaction.
- Processed transactions accurately using point-of-sale systems, ensuring efficient checkout experiences.
- Resolved customer complaints promptly, fostering positive relationships and loyalty.
- Maintained product displays and inventory levels to support merchandising efforts effectively.
- Trained new staff on customer service protocols and operational procedures for consistency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Production Line Worker
Hostess Brands
01.2020 - 05.2022
- Operated production machinery to ensure efficient assembly of baked goods.
- Followed safety protocols to maintain a secure working environment.
- Inspected products for quality assurance and compliance with standards.
- Collaborated with team members to streamline production processes.
Cashier
Caseys's General Stores
01.2018 - 05.2020
- Processed customer transactions efficiently using Point of Sale (POS) systems.
- Assisted customers with product inquiries, enhancing overall shopping experience.
- Maintained cleanliness and organization of checkout area to ensure safety and compliance.
- Collaborated with team members to address inventory discrepancies and improve stock management.
- Monitored cash drawer for accuracy, ensuring adherence to financial protocols.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
Education
GED -
Emporia High School
3302 W 18th AveSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Conflict resolution
- Complaint handling
- Scheduling
- Call management
- Order processing
- Team development
- Staff training
- Product sales
Certification
Anti-Money laundering
Tobacco and liquor sales
Timeline
Customer Service Representative
Kroger
10.2024 - Current
Assistant Manager
Casey's Gas Station
01.2021 - 06.2023
Production Line Worker
Hostess Brands
01.2020 - 05.2022
Cashier
Caseys's General Stores
01.2018 - 05.2020
Host
IHOP
01.2015 - 05.2018
GED -
Emporia High School