Briyana Rice
Retail service associate
Lakewood,NJ
Summary
With a proven track record at Raymour & Flanigan, I excel in leading customer care teams to enhance service standards, achieving significant improvements in customer satisfaction. Skilled in database research and adept at conflict resolution, my strategic approach and effective communication have consistently driven operational efficiency and problem-solving success.
Overview
9
9
years of professional experience
Work History
Customer Care Team Lead
Raymour & Flanigan Furniture and Mattress Store
Freehold, NJ
07.2021 - 11.2024
- Provided day-to-day leadership and direction to a team of customer care representatives.
- Developed and implemented strategies to improve customer service standards.
- Conducted regular meetings with the customer care team to ensure quality performance and productivity.
- Resolved escalated customer complaints in a timely manner.
- Trained new customer care staff on company policies, procedures, products and services.
- Implemented solutions for improving response times, reducing costs, and increasing overall efficiency of operations.
- Maintained up-to-date knowledge of industry developments, competitor activities, and relevant regulations.
- Managed daily workflow of customer inquiries by assigning tasks appropriately among team members.
- Coached team members on problem solving techniques when dealing with challenging customers.
- Collaborated with other departments such as sales, marketing, finance, IT, to align processes across teams.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Prepared customer reports by gathering data collected during customer interactions.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Collected deposits or payments and arranged for billing.
- Updated system with order specifics and customer details, preferences, and billing information.
Relief Manager
Public Storage
Brick, NJ
09.2018 - 03.2020
- Provided guidance and support to staff members in all departments while relieving senior managers.
- Performed daily inspections of the facility to identify any potential safety concerns or operational problems.
- Responded quickly and effectively to customer complaints and inquiries.
- Assisted with onboarding of new employees by providing training and orientation materials.
- Implemented operational processes designed to streamline workflow, improve efficiency, and reduce costs.
- Collaborated with vendors for the procurement of necessary supplies, equipment, and services for the organization.
- Maintained accurate records of inventory levels for all departments within the facility.
- Reviewed existing procedures regularly to ensure they remain up-to-date.
- Adhered to store policies and procedures to maintain regulatory and legal compliance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed completed work to verify consistency, quality, and conformance.
Shift Supervisor
Rite-Aid Pharmacy
Lakewood, NJ
02.2016 - 09.2018
- Provided on-the-job training to new staff members.
- Conducted weekly inventory of supplies, equipment, and food items.
- Ensured all safety and sanitation regulations were met throughout the shift.
- Monitored staff performance to ensure quality standards were met.
- Assigned tasks to team members based on their strengths and skill sets.
- Maintained accurate records of daily transactions and deposits.
- Resolved customer complaints in a timely manner.
- Communicated clearly with employees regarding job duties, expectations, and policies.
- Performed cash handling duties such as counting money, balancing registers, and preparing bank deposits.
- Collaborated with management to plan special events or promotions.
- Served as a role model for other employees by demonstrating professional behavior at all times.
- Assisted customers with product selection when needed.
- Completed opening and closing duties to facilitate business operations.
- Assisted upper management with daily operations to meet standards of service and quality.
- Resolved customer complaints and reported issues to senior management.
- Delegated tasks to employees and monitored activities and task completion.
- Supervised team of XX during daily shifts, ensuring efficient operation and customer satisfaction.
- Conferred with management and subordinates to resolve problems or complaints.
- Performed minor equipment repairs to keep jobs on task and notified maintenance department of major machinery failures.
Seasonal Worker
Kohls Department Store
Howell, NJ
09.2015 - 12.2015
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Organized stockroom shelves according to size, color or style.
- Maintained cleanliness of store environment including floors, windows, displays.
- Helped customers find specific products, answered questions, and offered product advice.
Education
High School Diploma -
Lakewood High School
Lakewood, NJ06-2016
Skills
- Database Research
- Custom order management
- Payment Processing
- First Call resolution
- Email correspondence
- Customer Service
- Problem Resolution
- Appointment Scheduling
- Order Processing
- Documentation And Reporting
Timeline
Customer Care Team Lead
Raymour & Flanigan Furniture and Mattress Store
07.2021 - 11.2024
Relief Manager
Public Storage
09.2018 - 03.2020
Shift Supervisor
Rite-Aid Pharmacy
02.2016 - 09.2018
Seasonal Worker
Kohls Department Store
09.2015 - 12.2015
High School Diploma -
Lakewood High School
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