Angie Mahoney
Peabody,MA
Summary
Outgoing operations supervisor with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Overview
16
16
years of professional experience
Work History
Operations Supervisor
Block by Block
Boston
11.2019 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team by providing ongoing training, coaching, and mentoring to staff members.
- Fostered culture of continuous improvement, leading to enhanced operational workflows and staff satisfaction.
- Boosted employee morale and engagement through development of comprehensive rewards and recognition program.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Established clear expectations for team members, fostering a positive work environment through open communication.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Customer Service Specialist
H&R BLOCK INC
Beverly, MA
02.2014 - 05.2017
- Respond to telephone inquiries, providing quality service to customers, Remained courteous and calm, even during moments of customer dissatisfaction
- Demonstrate proficiencies in telephone and front desk reception within a high-volume environment.
- Excelled at handling a variety of customer service and administrative tasks,
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Streamlined payment transactions for quicker service using cash registers and POS systems.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Supervised guests at front counter, answering questions regarding products.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Maintained confidentiality of information regarding clients and company.
- Streamlined office operations by implementing efficient filing systems and organizational processes.
Retail Store Manager
GOLD RUSH
Peabody, MA
05.2009 - 08.2013
- Worked as a team member to provide the highest level of service to customers.
- Maintained friendly and professional customer interactions.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Streamlined store operations through the implementation of efficient scheduling systems, task delegation, and performance monitoring.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Facilitated smooth daily operations by maintaining accurate records of employee schedules and availability.
- Built strong relationships with clients, fostering trust and repeat business.
- Educated customers about the value of their gold items, enhancing their understanding and confidence in transactions.
- Contributed to a positive work environment by collaborating effectively with team members.
- Evaluated gold items such as gold coins, scrap gold, gold bars and bullion.
- Ensured compliance with industry regulations, maintaining up-to-date knowledge on laws and best practices.
- Negotiated with customers to arrive at mutually agreeable price.
- Maintained a high level of professionalism while handling valuable assets, ensuring security at all times.
- Maintained awareness of current per-ounce prices of gold and precious metals.
- Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maintained detailed records of all purchasing activities, ensuring full compliance with internal policies and regulatory requirements.
- Organized training sessions for purchasing team members to enhance their skills in negotiation tactics or other relevant topics continuously.
Education
Bachelor Of Liberal Arts -
Salem State University
Salem, MAHigh school or equivalent -
Peabody Veterans Memorial High school
Peabody, MA01.1999
Skills
- Team Leadership
- Point of sales POS software
- Store opening and closing Procedures
- Staff Training and development
- Cash Register transactions
- Retail front-end operations
- Customer service excellence
- Telephone and front desk receptionist
- Basic computer skill
- Filing
- Collaborative team player
- Listening and communication skills
- Employee development
- Incident reporting
- Multitasking and organization
- Employee supervision
- Decision-making
- Customer service
- Active listening
- De-escalation techniques
- Multi-line phone talent
- Friendly, positive attitude
- Problem-solving
- Time management
- Customer focus
- Coaching and mentoring
- Staff supervision
- Negotiation expertise
- Attention to detail
- Professionalism and confidentiality
- Multi-tasking strength
- Excellent people skills
- Reliable and punctual
- Relationship building
- Flexible schedule
- Policy and procedure adherence
- Appointment scheduling
- Phone and email etiquette
Awards
supervisor of the the quarter award 6/2024
supervisor of the quarter award 12/2024
Timeline
Operations Supervisor
Block by Block
11.2019 - Current
Customer Service Specialist
H&R BLOCK INC
02.2014 - 05.2017
Retail Store Manager
GOLD RUSH
05.2009 - 08.2013
High school or equivalent -
Peabody Veterans Memorial High school
Bachelor Of Liberal Arts -
Salem State University