Benjamin Freeman
Wilmington,NC
Summary
Accomplished Customer Experience Manager with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Operations Manager, Customer Experience
Omega Sports
09.2022 - 05.2023
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Developed and maintained relationships with external vendors and suppliers.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Increased profit by streamlining operations.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Retained excellent client satisfaction ratings through outstanding service delivery.
Marketing Intern
Eclinical Solutions
07.2022 - 10.2022
- Helped with planning and hosting of marketing events.
- Assisted in creating written, video and image content for marketing channels.
- Sat with marketing team members to learn new tasks and determine best tactics for solving challenges.
- Scheduled social media postings to advertise products and generate site traffic.
- Assisted with development of event strategies and tactical plans to promote accomplishment of marketing goals.
- Participated in brainstorming meetings to develop marketing collateral.
- Wrote copy for social media posts, promotional emails and other marketing collateral.
- Shadowed meetings and observed marketing director to grow professional experience.
Shift Manager
Omega Sports
10.2018 - 09.2022
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Excelled in every store position and regularly backed up front-line staff.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Exercised composure under pressure and in escalated customer service scenarios.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Cooperated with coworkers to improve customer experience and manage storefront.
Education
Bachelor of Science - Business Administration And Management
University of North Carolina At Wilmington
Wilmington, NC05.2022
Associate of Arts - Art
Cape Fear Community College
Wilmington, NC12.2020
Skills
- Inventory Control Processes
- Store Layouts
- Customer Experience Improvement
- Customer Order Management
- Consultative Selling Techniques
- Maintaining Clean Work Areas
- Conflict Resolution Techniques
- Motivational Leadership
- Staff Support
- Professional Relationships
- Customer Acquisition
- Client Base Retention
Timeline
Operations Manager, Customer Experience
Omega Sports
09.2022 - 05.2023
Marketing Intern
Eclinical Solutions
07.2022 - 10.2022
Shift Manager
Omega Sports
10.2018 - 09.2022
Bachelor of Science - Business Administration And Management
University of North Carolina At Wilmington
Associate of Arts - Art
Cape Fear Community College
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