Angie Sawyer
Ravensdale
Summary
Dynamic customer service professional with proven track record at O'Reilly Auto Parts, excelling in staff training and workflow optimization. Recognized for enhancing customer satisfaction through effective communication and goal-oriented mindset, consistently driving team performance and operational efficiency while ensuring exceptional service delivery and fostering collaborative work environment.
Overview
14
14
years of professional experience
Work History
Customer Service Advisor Assistant
Valley Automotive Electric
Maple Valley
07.2019 - 01.2023
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Coordinated service appointments, optimizing scheduling to minimize wait times for clients.
- Provided detailed explanations of services and repairs, enhancing customer understanding and satisfaction.
- Assisted technicians with diagnostic processes, improving workflow efficiency in service department.
- Coordinated communication between customers and technicians to ensure timely service updates.
- Streamlined workflow processes to enhance efficiency in service operations and customer satisfaction.
- Assisted service advisors in managing customer inquiries and scheduling appointments.
- Managed inventory levels to optimize stock availability and minimize excess.
- Conducted employee performance evaluations to identify areas for improvement and facilitate career development.
- Coached and mentored junior recruiters, providing guidance and support to enhance their skills and performance.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Met with managers to discuss vacancies, applicant qualifications, and characteristics of top candidates.
- Assisted in recruiting efforts, conducting interviews, and making hiring decisions based on candidate qualifications.
- Developed competency-based hiring practices that resulted in selecting high-performing candidates aligned with company values and culture.
- Maple Valley, WA
Store Manager
O'Reilly Auto Parts
09.2008 - 06.2019
- Directed daily operations to maximize efficiency and enhance customer satisfaction.
- Trained and developed staff to improve service delivery and operational performance.
- Implemented inventory management systems to optimize stock levels and reduce waste.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
- Established performance metrics to monitor team productivity and drive accountability.
- Fostered a positive store environment through effective communication and conflict resolution.
- Executed promotional strategies that increased foot traffic and boosted revenue growth.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Enhanced employee performance and satisfaction by establishing clear goals and providing regular feedback.
- Cultivated strong team by hiring motivated individuals and fostering collaborative workplace, leading to improved store performance.
- Streamlined communication between staff and management, ensuring that all team members were informed of policy changes and promotions.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Multiple Locations
Education
GED -
Enumclaw High
Enumclaw, WASkills
- Goal-oriented mindset
- Customer service and support
- Multitasking and organization
- Strong work ethic
- Active listening
- Attention to detail
- Effective communication
- Team collaboration
- Staff training and development
- Workflow optimization
- Performance management
- Warranty claims management
References
- Emily Sundstrom, 253-261-0404
- Tony Smith, 425-306-0635
- Jarod Venera, 206-799-2517
- Cassy McNabb, 253-394-6984
Timeline
Customer Service Advisor Assistant
Valley Automotive Electric
07.2019 - 01.2023
Store Manager
O'Reilly Auto Parts
09.2008 - 06.2019
GED -
Enumclaw High