Carrie Cobb
Sand Springs
Summary
Business-minded professional tackling any job task with gusto and precision. Determined Front Office Supervisor delivering exceptional service and responding to questions and inquiries quickly. Demonstrates positive attitude and readiness to adapt to different situations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
General Manager
Ziggis Coffee
01.2025 - Current
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Prepared staff work schedules and assigned team members to specific duties.
- Designed sales and service strategies to improve revenue and retention.
- Tracked monthly sales to generate reports for business development planning.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Administered employee discipline through verbal and written warnings.
- Delegated work to staff, setting priorities and goals.
- Recruited, interviewed and hired qualified staff for open positions.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Created schedules and monitored payroll to remain within budget.
- Trained employees on duties, policies and procedures.
- Led employee evaluations with constructive feedback to boost performance.
Caregiver
Bios Corporation
05.2023 - 01.2025
- Provided compassionate care and assistance in daily living activities for diverse client needs.
- Developed individualized care plans in collaboration with healthcare professionals to enhance client well-being.
- Monitored client health metrics and reported changes to nursing staff to ensure timely interventions.
- Trained new caregivers on best practices for patient care and safety protocols, fostering team competency.
General Manager
Ziggis Coffee
10.2022 - 05.2023
- Oversaw daily operations to ensure exceptional customer service standards.
- Developed and implemented training programs for new staff, enhancing team performance.
- Streamlined inventory management processes, reducing waste and improving supply chain efficiency.
- Led strategic planning initiatives, aligning operational goals with overall business objectives.
Customer Service Specialist
Medica/Dean
08.2021 - 10.2022
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Consulted with customers to resolve service and billing issues.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Helped clients navigate online systems within established frameworks to obtain services.
- Managed high-volume of inbound and outbound customer calls.
- Updated customer accounts, addresses and contact information within call management databases.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Customer Service Agent
BenefitFocus
09.2018 - 08.2021
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Identified needs of customers promptly and efficiently.
- Recognized by management for providing exceptional customer service.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Understood and followed oral and written directions.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked closely with small group of other qualified agents assisting phone agents with finding resources for calls and assisting with de-escalating calls.
Skills
- Cross-Functional Team Management
- Performance Improvements
- Supervision and Training
- Policy/Program Development
- Leadership and team building
- Operations management
- Problem resolution
- Time management
- Training and coaching
- Staff management
- Customer relations
- Training and development
- Relationship building
- Inventory control
- Employee scheduling
- P&L management
- Labor cost controls
- Vendor relationships
- Consistently meet goals
- Staffing
- Purchasing
- Expense control
- Cost reductions
Certification
ServSafe Certification
Managerial Food Handlers
Timeline
General Manager
Ziggis Coffee
01.2025 - Current
Caregiver
Bios Corporation
05.2023 - 01.2025
General Manager
Ziggis Coffee
10.2022 - 05.2023
Customer Service Specialist
Medica/Dean
08.2021 - 10.2022
Customer Service Agent
BenefitFocus
09.2018 - 08.2021