Billie Kubicki
Harlingen
Summary
Professional manager prepared for leadership roles within dynamic environments. Strong focus on team collaboration, ensuring flexibility to meet changing needs. Expert in staff coordination, conflict resolution, and operational efficiency. Reliable and results-driven, known for fostering positive work environment and achieving organizational goals.
Overview
9
9
years of professional experience
Work History
Shift Manager/Key Holder
C store corporation
Tonganoxie, KS
08.2022 - 03.2025
- Optimized scheduling processes by coordinating break and shift assignments with team members.
- Led team meetings to address concerns, share updates, and promote collaboration among staff members.
- Managed inventory levels, ensuring adequate stock for smooth business operations and minimizing waste.
- Maintained store cleanliness throughout the day to create a welcoming atmosphere for both customers and staff members alike.
- Developed and implemented new training materials to ensure new employees understand company protocols and perform job-specific tasks effectively.
- Performed detailed audits of registers and instituted cleaning and security measures to ensure compliance with store policies.
- Supervised daily operations to ensure compliance with company policies and procedures.
Customer Service Manager
USA800
Lawrence KS
03.2020 - 08.2022
- Optimized scheduling processes by coordinating break and shift assignments with team members.
- Led team meetings to address concerns, share updates, and promote collaboration among staff members.
- Managed inventory levels, ensuring adequate stock for smooth business operations and minimizing waste.
- Maintained store cleanliness throughout the day to create a welcoming atmosphere for both customers and staff members alike.
- Developed and implemented new training materials to ensure new employees understand company protocols and perform job-specific tasks effectively.
- Performed detailed audits of registers and instituted cleaning and security measures to ensure compliance with store policies.
- Supervised daily operations to ensure compliance with company policies and procedures.
Call Center Supervisor
Dickinson Financial
Leavenworth KS
03.2016 - 03.2020
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Enhanced team performance with consistent 1:1 coaching, feedback, and development opportunities.
- Facilitated regular team meetings to address challenges and exchange best practices.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Provided leadership, guidance and direction to team members, offering assistance with any need at any time.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
Education
High School Daploma -
Tonganoxie High School
Tonganoxie, KS05.2002
Skills
- Oversaw training management processes to enhance employee skill development
- Executed quality assurance protocols to ensure product compliance with industry standards
- Facilitated schedule coordination to optimize team productivity
- Assisted in organizing staff schedules to meet operational needs Supported team members in managing daily staffing requirements Coordinated shift changes to optimize workforce efficiency
- Facilitated effective complaint resolution processes to enhance customer satisfaction
- Assisted in organizing training sessions for staff development Supported team members in acquiring new skills through workshops Facilitated onboarding processes for new employees
- Executed account updates to ensure data accuracy and compliance
Accomplishments
- Supervised team of 20 customer service leads.
- Successfully recruited and trained 50 new customer service representatives.
- Used Microsoft Excel to develop inventory
- Promoted to customer service led for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Reviewed calls between newly hired agents and customers, offered insight and suggestions, enabling agents to be better prepared for various situations and client questions.
Timeline
Shift Manager/Key Holder
C store corporation
08.2022 - 03.2025
Customer Service Manager
USA800
03.2020 - 08.2022
Call Center Supervisor
Dickinson Financial
03.2016 - 03.2020
High School Daploma -
Tonganoxie High School