Summary
Overview
Work History
Skills
Timeline
CustomerServiceRepresentative

Barbara Jones

Pensacola,FL

Summary

Dynamic customer service professional with a proven track record at Whataburger, excelling in conflict resolution and team management. Recognized for enhancing customer loyalty through effective communication and personalized follow-ups. Skilled in organizational strategies and performance evaluations, driving team success and operational efficiency. Committed to fostering a positive work environment and exceeding customer expectations.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Wawa
09.2023 - 11.2024
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Cross-trained and provided backup support for organizational leadership.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Customer Service Manager

Whataburger
10.2017 - 02.2023
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Boosted customer retention rates through personalized follow-up strategies.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Assistant Store Manager

McDonald's
12.2012 - 09.2017
  • 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.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • 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.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
  • Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

Skills

  • Verbal communication
  • Active listening
  • Organization and time management
  • Organizational skills
  • Attention to detail
  • Customer service
  • Friendly, positive attitude

Timeline

Customer Service Representative

Wawa
09.2023 - 11.2024

Customer Service Manager

Whataburger
10.2017 - 02.2023

Assistant Store Manager

McDonald's
12.2012 - 09.2017

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Barbara Jones