Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brianna Townsend

Ocala,FL

Summary

Throughout my career, I have developed exceptional leadership and customer relations skills in a high-paced customer service environment and am seeking to transition into a new field. I have also acquired exceptional skills in account management, scheduling, training and associate retention. My ability to manage teams and resolve complex issues with efficiency will be an asset to any position and I am looking to leverage these transferable skills to drive success in a new role.

Overview

12
12
years of professional experience

Work History

Customer Service Manager

Publix Super Markets Inc
12.2012 - Current
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Improved team morale by establishing recognition program for exceptional customer service.
  • Designed incentive programs to motivate staff and improve service levels.
  • Reduced customer complaints by proactively identifying and addressing common issues.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Education

Business Management

Gulf Coast State College
Panama City, FL

Skills

  • Problem-solving
  • Training and mentoring
  • Decision-making
  • Excellent time management skills
  • Cash handling
  • Adherence to high customer service standards
  • Exceptional interpersonal communication
  • Complaint resolution
  • Team building and leadership
  • Exceptional telephone etiquette
  • Relationship building
  • Positive and constructive feedback
  • Schedule management
  • Deadline oriented
  • Administrative support
  • New hire training
  • Policy enforcement
  • Performance evaluations
  • Loss prevention
  • Inter-department collaboration
  • Verbal and written communication
  • Issue resolution

Timeline

Customer Service Manager

Publix Super Markets Inc
12.2012 - Current

Business Management

Gulf Coast State College
Brianna Townsend