briahna goldson
Lawrenceville,GA
Summary
Dynamic customer service professional with extensive experience at Publix, excelling in training and mentoring teams to enhance service quality. Proven track record in resolving customer issues and implementing effective support strategies, resulting in improved satisfaction scores. Skilled in cash handling and fostering strong customer relationships through effective communication and engagement.
Overview
11
11
years of professional experience
Work History
Assistant Customer Service Manager
Publix
Georgia
03.2022 - Current
- Assisted in training new customer service associates on policies and procedures.
- Managed daily operations to ensure consistent customer satisfaction and service quality.
- Developed solutions for customer complaints, improving overall resolution efficiency.
- Coordinated team schedules, optimizing staffing levels during peak hours.
- Monitored inventory levels of customer service supplies, ensuring availability for staff use.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
- Created customer support strategies to increase customer retention.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Running and submitting payroll for the store weekly
Customer Service Team Leader
Publix
Georgia
05.2021 - 03.2022
- Led team of customer service representatives to enhance service quality and resolve escalated issues.
- Developed training programs for new employees, fostering a culture of continuous improvement and skill development.
- Analyzed customer feedback to identify trends, implementing solutions that increased overall satisfaction scores.
- Coordinated daily operations, ensuring seamless communication between departments to optimize workflow efficiency.
- Facilitated regular team meetings to discuss challenges and share best practices for enhanced service delivery.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
- Led by example through consistently maintaining excellent performance standards.
Customer Service Staff Member
Publix
Georgia
08.2017 - 05.2021
- Responsible for daily cash duties
- Providing accurate accounting of daily receipts
- Daily bookkeeping including balancing and reconciling cash drawer, deposit preparation, checks and other forms of tenders
- Performs ATM function, direct custody of sale, maintaining security of cash office, opening and closing of the cash office, coordinating the front end in customer service
- In the absence of management, we were the next leadership in charge
- Enhanced customer satisfaction through effective communication and problem resolution.
Cashier
Publix
Georgia
12.2016 - 05.2018
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Managed cash drawer, ensuring balanced transactions and minimizing discrepancies.
- Assisted customers with product inquiries, enhancing overall shopping experience.
- Maintained cleanliness and organization of checkout area to promote safety and efficiency.
- Trained new cashiers on register operations and customer service protocols.
- Implemented strategies to reduce wait times during peak hours, improving customer satisfaction.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
Bagger
Publix
Georgia
09.2014 - 12.2016
- Provided exceptional customer service by efficiently packing groceries for optimal transportation and storage.
- Collaborated with team members to maintain cleanliness and organization of checkout areas and bagging stations.
- Assisted customers with product inquiries, ensuring a positive shopping experience through effective communication.
- Trained new staff on proper bagging techniques and safety protocols, enhancing overall team efficiency.
- Developed strong relationships with regular customers, fostering loyalty through personalized service approaches.
- Assisted with maintaining clean and organized store appearance.
- Collected and returned all hand baskets and shopping carts to proper place for new customer use.
- Worked together with cashiers to guarantee customer satisfaction.
- Retrieved grocery carts and baskets from lot and various site locations.
- Greeted guests entering and exiting store to foster customer satisfaction.
- Maintained customer satisfaction by assisting with carrying out goods.
Education
Associate of Science -
Gwinnett Technical College
Lawrenceville, GAHigh School Diploma -
Shiloh High School
Snellville, GA05-2016
Skills
- Sales proficiency
- Cash handling
- Customer engagement
- Customer relations
- Training and mentoring
- Conflict resolution
- Team development
- Schedule management
- Issue research
- Customer service
Timeline
Assistant Customer Service Manager
Publix
03.2022 - Current
Customer Service Team Leader
Publix
05.2021 - 03.2022
Customer Service Staff Member
Publix
08.2017 - 05.2021
Cashier
Publix
12.2016 - 05.2018
Bagger
Publix
09.2014 - 12.2016
Associate of Science -
Gwinnett Technical College
High School Diploma -
Shiloh High School