Barbara Matthews-Papp
Dayton,OH
Summary
Dynamic leader at AES-Ohio with a strong track record in mentoring and customer complaint management. Demonstrated success in coaching teams to exceed goals, resulting in significant improvements in customer satisfaction. Expertise in leadership and staff training enables the transformation of challenges into achievements, promoting a culture of excellence and growth.
Overview
19
19
years of professional experience
Work History
Team Leader
AES- Ohio
, OH
10.2021 - Current
- Supervise a team of agents and provide them with daily, weekly, and monthly metrics
- Development of a path of positive communication and motivation to reach goals and upheld standards
- Communicate company goals and expectations
- Support and encourage volunteer and community enrollment programs
- Delegate tasks and set deadlines
- Monitor team performance and report out on metrics
- Discovering training needs and provide coaching
- Involved with selecting and processing potential candidates and development with trainers for new hire classes
Seasonal Customer Care Specialist Outdoor Lawn and Garden
Lowe’s
04.2021 - 02.2022
- Provide and support customers in the outdoor Lawn and Garden portion of the store
- Support and abide safety and customer care provisions
- Sustaining and watering of plants and vegetation
- Assisting customers with product and loading and holding product
- Working product from the delivery truck to departments and then to the shelf
Customer Service Representative
AES- Ohio
, OH
03.2020 - 10.2021
- Provide a superior customer service with first contact resolution
- Identifying customers' needs, clarify information, research every issue and providing solutions
- Managing large amounts of inbound and outbound calls in a timely manner
- Following call center 'scripts' when handling different topics
Customer Care Specialist
Bath & Body Works
Kettering, OH
11.2019 - 01.2019
- Provide a superior brand experience for existing and potential customers
- Listen attentively to fully understand the customer
- Follow through on inquires and projects to ensure completion via phone calls and email
- Staying up to date on new products and services
Store Manager
KROGER
Dayton, OH
01.2009 - 01.2019
- Directed daily operations in perishable, nonperishable departments as well as Pharmacy team support
- Supported and implemented federal, state and company food safety standards
- Supervised and directed the Assistant Management team leaders, Merchandising, Operations and Human Resources
- Observed, coached, and guided perishable and nonperishable department Managers on merchandising, operations, scheduling, and financial goals
- Scheduling and training for 135 employees
- Worked with shipping receivers and vendors to ensure merchandising standards were at company expectations
- Ordered inventory and coached team members on the ordering processes
- Supported, displayed, and coached superior customer service
- Facilitated daily and weekly meetings conveying merchandising, financial and operations goals and expectations
Division Sales Planner
KROGER
Dayton, OH
01.2006 - 01.2009
- Coordinated with 110 stores to ensure compliance with merchandising standards in various categories.
- Negotiated committed quantities with suppliers across 110 store locations.
- Directed execution of Ethnic Hair Care deployment in division-wide stores.
- Developed and announced promotional sales events.
- Supported grand openings of stores with merchandising support and implementation.
- Collaborated with Enterprise Sales Planner to modify planograms based on store demographics.
- Reported to the senior management on financial success and goals.
- Weekly reports are submitted to District Managers and senior management regarding the results from the previous week's sales, as well as communicating expectations for upcoming weekly sales, merchandising, and events.
- Liaised with 108 cosmeticians within division stores to address needs and concerns.
- Developed comprehensive sales strategies and plans for assigned accounts.
Education
Bachelor of Arts - History
Denison University
Granville, OHCertified - Human Resources Generalist
Michigan State University
Skills
- Mentoring
- Customer Complaint Management
- Coaching
- Leadership
- Staff training
- Giving constructive feedback
Accomplishments
- Kroger Cultural Advisory Council District Advisor, Facilitated District meeting addressing concerns and developing store support to uphold the company CORE values Passion for People
- Food Safety Champion, Store team received the lowest infractions for the fiscal year and was recognized as the leaders in the Division
Timeline
Team Leader
AES- Ohio
10.2021 - Current
Seasonal Customer Care Specialist Outdoor Lawn and Garden
Lowe’s
04.2021 - 02.2022
Customer Service Representative
AES- Ohio
03.2020 - 10.2021
Customer Care Specialist
Bath & Body Works
11.2019 - 01.2019
Store Manager
KROGER
01.2009 - 01.2019
Division Sales Planner
KROGER
01.2006 - 01.2009
Bachelor of Arts - History
Denison University
Certified - Human Resources Generalist
Michigan State University
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