Cheyenne Hartley
Summary
Skilled Assistant Customer Service Manager versed in effectively supervising and guiding customer service team members in conflict resolution and efficiency-boosting strategies. Analytical problem-solver with excellent mentoring and team leadership abilities. Adept at assisting associates with maintaining optimal customer satisfaction through skilled support and escalated issue-management.
Overview
10
10
years of professional experience
Work History
Customer Service Staff.
Publix Supermarkets Store.
Madeira Beach, Florida.
10.2023 - Current
Assistant Customer Service Manager
Publix Supermarkets Store
Saint Petersburg , FL
10.2021 - 10.2023
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Managed department call volume of calls per day and coordinated department schedules to maximize coverage during peak hours.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Performed administrative duties such as faxing and filing confidential documents, answering telephones and responding to emails.
- Assisted management with administrative aspects of hiring and onboarding new hires and temporary staff.
- Verified deposits, rectified discrepancies and processed end-of-day.
- Identified and suggested remedies for areas of improvement based on detailed daily reports and analysis.
- Strengthened financial operations by conducting bank reconciliations and financial reporting.
- Handled employee payroll and other day-to-day financial transactions while maintaining long-term goals.
- Presented audit findings to store manager after reviewing results and paperwork.
Customer Service Team Leader
Publix Supermarkets Store
Saint Petersburg , FL
03.2018 - 10.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Handled day-to-day customer contact via phones, faxes and emails.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Welcomed, greeted and assisted guests in high-traffic store.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Resolved issues over phone with customers daily.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained staff on operating procedures and company services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and backed up other customer service managers.
- Cross-trained and provided back up for customer service managers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- 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.
- Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
- Processed nightly bills, checks and vendor payments, maintaining detailed records and receipts.
Customer Service Staff
Publix Supermarkets Store
Saint Petersburg , FL
11.2014 - 03.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided information regarding charge accounts and loyalty programs.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided ongoing guest service.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Handled customers in fast-paced setting in coordination with solid team of customer service associates.
- Managed high call volume while maintaining a professional demeanor, ensuring timely assistance for all customers.
- Certified in Western Union.
Cashier
Publix Supermarkets Store
St. Petersburg , FL
08.2014 - 11.2014
Education
High School Diploma -
Seminole High School
Seminole, FLSkills
- Ul>
- Research and due diligence
- P>Inter-department collaboration
- P>Schedule Management
- P>Training and mentoring
- P>Customer Relations
- P>Team Building
- P>Staff Management
- P>Payroll and budgeting
- P>Bookkeeping
- P>Policy and procedure modification
- P>Strategic planning
- P>Business administration
- P>Documentation and control
- P>Scheduling
- P>Workflow planning
- Complaint Handling
- Money handling abilities
Timeline
Customer Service Staff.
Publix Supermarkets Store.
10.2023 - Current
Assistant Customer Service Manager
Publix Supermarkets Store
10.2021 - 10.2023
Customer Service Team Leader
Publix Supermarkets Store
03.2018 - 10.2021
Customer Service Staff
Publix Supermarkets Store
11.2014 - 03.2018
Cashier
Publix Supermarkets Store
08.2014 - 11.2014
High School Diploma -
Seminole High School