Summary
Overview
Work History
Education
Skills
Timeline
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Anthony Romano

Williamstown ,NJ

Summary

Seasoned leader from Wawa, adept in customer service management and team development, significantly enhancing service quality and team collaboration. Expert in problem-solving, I've driven continuous improvement, achieving top-rated health inspection scores and minimizing turnover, showcasing a commitment to excellence and employee growth.

Overview

8
8
years of professional experience

Work History

Customer Service Supervisor

Wawa
Egg Harbor, NJ
03.2023 - Current
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other managers/supervisors to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Maintained proper inventory levels through ordering and build-to’s

Team Supervisor

Wawa
Ventnor City, NJ
09.2021 - 03.2023
  • Facilitated strong relationships between our team and other departments leading to improved cross-functional collaboration.
  • Resolved conflicts between team members diplomatically, maintaining a healthy working environment conducive to productivity.
  • Evaluated team member performance regularly, providing guidance for professional growth and development.
  • Collaborated with upper management to establish performance goals for the team and develop strategies for achieving them.

    • Food and Beverage Supervisor

    Wawa
    Margate City, NJ
    11.2019 - 09.2021
  • Maintained a clean and organized work environment to ensure compliance with health department regulations and company standards.
  • Enhanced customer satisfaction by efficiently managing food and beverage orders, ensuring prompt service and accurate delivery.
  • Reduced wait times during peak hours by efficiently allocating resources and coordinating between front-of-house and back-of-house teams.
  • Upheld highest standards of hygiene practices among staff members through ongoing education on sanitation protocols leading to consistent top-rated health inspection scores.

    • Seasonal Cashier

    Kohls
    Turnersville, NJ
    08.2016 - 11.2020
    • Worked flexible schedule and extra shifts to meet business needs.
    • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
    • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
    • Helped customers complete purchases, locate items, and join reward programs.

    Night Supervisor

    Wawa
    Somers Point, NJ
    03.2019 - 11.2019
    • Developed strong relationships with staff members through effective communication and leadership efforts.
    • Facilitated smooth shift transitions by maintaining open communication between day and night teams.
    • Collaborated with daytime supervisors to develop strategies for improved efficiency across all shifts.

    Front End Supervisor

    Kohls
    Turnersville, NJ
    11.2018 - 10.2019
  • Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
  • Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
  • Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
  • Monitored cash drawers in Number checkout stations to verify adequate cash supply.

    • Customer Service Associate

    Wawa
    Clementon, NJ
    07.2018 - 03.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

    • Cashier Team Lead

    Kohls
    Turnersville, NJ
    02.2018 - 11.2018
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Assisted customers by answering questions and fulfilling requests.
  • Communicated with customers and team members to solve problems.
  • Processed both cash and card purchases and returns.

    • Education

    High School Diploma - N/A

    Overbrook High School
    Pine Hill, NJ
    06.2018

    Skills

    • Problem-Solving
    • Time Management
    • Customer Service
    • Team Building and Leadership
    • Decision-Making
    • Training and mentoring
    • Customer Relations
    • Team Development
    • Positive and Constructive Feedback
    • Work Prioritization
    • Handling Escalations
    • Delegating Work
    • MS Office
    • Issue Resolution
    • Complaint resolution
    • Complaint Handling
    • Quality Assurance
    • Continuous Improvement
    • Workforce Planning
    • Turnover Minimization
    • Team Leadership
    • Employee Supervision
    • Handling Complaints
    • Staff Training
    • Coaching and Mentoring
    • Phone and Email Etiquette
    • Customer Service Management
    • Relationship Building
    • Staff Development and Training
    • Goal Setting

    Timeline

    Customer Service Supervisor

    Wawa
    03.2023 - Current

    Team Supervisor

    Wawa
    09.2021 - 03.2023

    Food and Beverage Supervisor

    Wawa
    11.2019 - 09.2021

    Night Supervisor

    Wawa
    03.2019 - 11.2019

    Front End Supervisor

    Kohls
    11.2018 - 10.2019

    Customer Service Associate

    Wawa
    07.2018 - 03.2019

    Cashier Team Lead

    Kohls
    02.2018 - 11.2018

    Seasonal Cashier

    Kohls
    08.2016 - 11.2020

    High School Diploma - N/A

    Overbrook High School

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    Anthony Romano