Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ceondra Napier

Opa-locka,FL

Summary

Accomplished Customer Service Team Leader at Publix, adept in team management and complaint resolution. Excelled in enhancing customer satisfaction and reducing staff turnover through effective leadership and targeted training programs. Skilled in both administrative support and fostering teamwork, achieving notable improvements in team performance and customer relations.

Overview

7
7
years of professional experience

Work History

Customer Service Team Leader

Publix
08.2022 - Current
  • Mentored new hires, providing guidance to ensure their successful integration into the team.
  • Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
  • Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
  • Led by example through consistently maintaining excellent performance standards.
  • Developed efficient schedules, optimizing team resources to meet fluctuating demand.
  • Collaborated with management to develop strategies aimed at improving overall team performance.
  • Reduced staff turnover by implementing targeted training programs and fostering a positive work environment.
  • Coached team members individually to develop their skills and improve performance, tailoring guidance to their specific needs.

Customer Service Staff Member

Publix
02.2020 - 08.2022
  • Resolved issues for improved customer relations, utilizing active listening and empathy during interactions.
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Trained new hires on company procedures and best practices for handling customer inquiries efficiently and effectively.
  • Utilized extensive product knowledge to guide customers in making informed purchasing decisions, resulting in increased satisfaction and repeat business.
  • Cross-trained and provided backup support for organizational leadership.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Cashier

Publix
11.2017 - 02.2020
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.

Education

High School Diploma -

Miramar High School
Miramar, FL
06-2017

Skills

  • Team management
  • Complaint resolution
  • Retail store support
  • Administrative support
  • Order fulfillment
  • Organization and recordkeeping
  • Customer relations
  • Teamwork and collaboration

Timeline

Customer Service Team Leader

Publix
08.2022 - Current

Customer Service Staff Member

Publix
02.2020 - 08.2022

Cashier

Publix
11.2017 - 02.2020

High School Diploma -

Miramar High School

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Ceondra Napier