Brooke McGrew
Vienna,WV
Summary
Proactive Customer Service Manager with extensive experience resolving customer complaints and prioritizing satisfaction. Skilled in team management, problem-solving, and streamlining processes to improve efficiency. Expertise in customer relations, inventory management, and mentoring new hires, with a focus on fostering positive work environments and driving operational success.
Overview
5
5
years of professional experience
Work History
Customer Service Manager/Department Lead
Hobby Lobby
09.2019 - 08.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- 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.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Oversaw efficient inventory stocking and supply rotation.
- Set up displays and trained employees on current promotions.
- Mentored new hires within the department, providing guidance on company policies and procedures as well as job-specific tasks.
- Improved department efficiency by streamlining processes and implementing time-saving strategies.
- Boosted overall employee morale by fostering a positive work environment and promoting open communication.
Education
High School Diploma -
Parkersburg High School
Parkersburg, WV05.2013
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Customer Relations
- Time Management
- Training and mentoring
- Decision-Making
- Excellent time management skills
- Cash Handling
- Team Building and Leadership
Timeline
Customer Service Manager/Department Lead
Hobby Lobby
09.2019 - 08.2024
High School Diploma -
Parkersburg High School
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