Bamby Drope
Wendell,NC
Summary
Results-driven Customer Service Manager with a proven track record of managing and coaching teams to achieve company objectives. Skilled in analyzing customer feedback and identifying areas of improvement to optimize processes and drive customer satisfaction. Proficient in workforce management, staff training, and cash handling. Possesses excellent problem-solving and conflict management skills, with a focus on providing high-quality customer service.
Overview
22
22
years of professional experience
Work History
Acting Assistant Store Manager
Food Lion
Wendell, NC
07.2025 - Current
- Led daily store operations, ensuring optimal inventory levels and product availability.
- Trained and mentored staff on customer service protocols and operational procedures.
- Implemented merchandising strategies to enhance product visibility and sales performance.
- Analyzed sales data to identify trends, driving informed decision-making for promotions.
- Oversaw cash handling processes, maintaining accuracy in financial transactions and reporting.
- Coordinated team schedules, optimizing labor resources to meet peak demand periods effectively.
- Resolved customer inquiries and complaints, enhancing overall shopping experience through attentive service.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Customer Service Manager
Food Lion
Wendell, NORTH CAROLINA
05.2022 - Current
- Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance.
- Assisted customers with resolving service-related issues.
- Managed customer service staff by communicating expectations and monitoring and analyzing results.
- Coached and provided feedback to staff to improve performance and achieve company objectives.
- Recruited and trained employees, fostering customer service mission and objectives.
- Lead team of customer service representatives to ensure quality standards are met.
- Followed up with customers to drive satisfaction and gain service feedback.
- Reviewed incoming emails from customers; responded promptly with accurate information.
- Analyzed customer feedback and identified areas of improvement.
- Identified opportunities for improving customer satisfaction ratings through continuous process optimization.
- Prepared and maintained work schedules to meet business volume and minimize customer inconvenience.
- Evaluated and analyzed metrics and quality assurance scores to develop more efficient operations.
- Created weekly schedules based on predicted staffing needs, budgets and employee requests.
- Conducted cash audits regularly.
- Evaluated Food Lion To Go department, improved metrics and how the department was scheduled and how our shoppers handled different scenarios to improve customer experience and satisfaction.
- Worked very closely with my store manager to ensure JTS goals were met and improved each week.
Cash Office Associate
Food Lion
Zebulon, NC
09.2019 - 09.2020
- Generated and analyzed daily reports relating to cash deposits and register operations.
- Processed and maintained currency by completing daily audits of external vault.
- Prepared bank deposits and change orders in accordance with company policies.
- Demonstrated attention to detail while counting money during closing procedures.
- Managed customer refunds and returns quickly and efficiently while maintaining a positive attitude.
- Utilized strong communication skills when interacting with customers face-to-face or over the phone.
- Accurately operated cash registers, processed payments and provided correct change to customers.
- Performed regular audits of cash drawers to ensure accuracy of funds at start and close of shift.
- Efficiently balanced the daily register totals and reconciled discrepancies.
- Proficiently handled large volumes of cash transactions in an organized and timely fashion.
- Trained new staff members on proper cash routines, procedures and requirements.
- Identified potential risks associated with fraudulent activities such as skimming devices or counterfeit bills.
- Processed credit card and check payments accurately according to established policies.
- Consistently provided excellent customer service by promptly addressing inquiries and resolving issues in a professional manner.
- Applied problem-solving skills to resolve customer disputes related to billing errors or incorrect product delivery.
- Ensured compliance with state laws regarding lottery ticket sales.
- Conducted weekly inventory counts for cashier supplies such as receipt paper, bags.
- Prepared bank deposits by compiling data from cashiers, verifying and balancing receipts and sending cash, checks and other forms of payment to banks.
- Performed general office duties, such as filing, answering telephones, and handling routine correspondence.
Assistant Store Manager
Mickeys Liquor Store
Trumann, AR
02.2004 - 04.2011
- Assisted in recruiting process, hiring and retaining top talent.
- Performed regular audits of merchandise displays and stock levels.
- Held employees accountable and corrected issues to achieve high standards.
- Ensured compliance with all store policies and procedures.
- Monitored inventory levels and ordering of stock to ensure shelves were adequately stocked.
- Led floor sets following plan-o-grams to update store appearance.
- Tracked daily operational activities such as store expenses, payroll records.
- Highlighted sale items and promotions with proper signage and displays.
- Updated records related to sales, customer feedback, and inventory and had weekly meetings with owner to cover on losses and potential gains for pricing.
- Created work schedules to maintain top-quality customer service and lower labor costs.
- Established strong relationships with vendors for timely supply of merchandise.
- Prepared staff work schedules and assigned specific duties.
Education
No Degree - Business Administration And Management
Walden University
Minneapolis, MNSkills
- Customer service
- Customer focused
- Problem-solving
- Employee scheduling
- Staff training
- Positive and constructive feedback
- Complaint resolution
- Conflict management
- Staffing coordination
- Budgeting and reporting
- Technical support
- Customer relations
- Time management
- Adherence to high customer service standards
- Staff management
- Cash handling
- Handling escalations
- Workforce management
- Schedule management
- Performance evaluations
- Staff education and training
- Cash research
Timeline
Acting Assistant Store Manager
Food Lion
07.2025 - Current
Customer Service Manager
Food Lion
05.2022 - Current
Cash Office Associate
Food Lion
09.2019 - 09.2020
Assistant Store Manager
Mickeys Liquor Store
02.2004 - 04.2011
No Degree - Business Administration And Management
Walden University