Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brett Duncan

Jacksonville,US

Summary

Customer Service Team Leader with 8+ years of experience in optimizing customer interactions and operational processes. Skilled in management, problem-solving, and active listening, effectively leading teams to enhance service quality and customer satisfaction. Committed to fostering team growth through strategic training and development, while ensuring compliance and operational efficiency.

Overview

7
7
years of professional experience

Work History

Customer Service Team Leader

Publix Supermarkets
Jacksonville, US
02.2018 - Current
  • Answer customer inquiries on products and pricing, enhancing shopping experience.
  • Greet and assist customers, fostering a welcoming environment.
  • Manage scheduling for 90+ associates weekly, ensuring efficient operations.
  • Interview and onboard new hires, maintaining compliance and team growth.
  • Coordinate staff training on safety and performance, improving service quality.
  • Delivered exceptional customer service by resolving concerns, addressing complaints, and ensuring a consistently positive shopping experience.
  • Supervised and coached team members, fostering a collaborative and productive work environment while motivating employees to achieve performance goals.
  • Managed daily operations, including scheduling, task delegation, and monitoring customer service metrics to drive continuous improvement.
  • Ensured compliance with store policies, procedures, and promotions to assist both customers and staff effectively.
  • Utilized conflict resolution and problem-solving skills to handle disputes among team members and customers with professionalism.
  • Maintained proficiency with store systems, including point-of-sale (POS) and inventory management tools, to ensure smooth operations.
  • Led by example, demonstrating strong multitasking, decision-making, and organizational skills to support both the team and customer needs.
  • Managed weekly payroll for 250+ associates, ensuring accuracy and timely processing to maintain workforce satisfaction.

Education

A.A. -

Florida State College at Jacksonville
Jacksonville, FL
05-2026

High School Diploma -

Sandalwood High School
Jacksonville, FL
05.2019

Skills

  • Teamwork
  • Customer service
  • Photography
  • Management
  • Time management
  • Problem solving
  • File Management
  • Detail oriented
  • Multi-tasking
  • Active listening
  • Training and development
  • Payroll Processing

Timeline

Customer Service Team Leader

Publix Supermarkets
02.2018 - Current

A.A. -

Florida State College at Jacksonville

High School Diploma -

Sandalwood High School

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Brett Duncan