Christina Caruso
Stewartsville,NJ
Summary
Dedicated Customer Service Representative providing exceptional customer service through active listening and problem solving.
Attentive Customer Service Representative with 23 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player.
Overview
18
18
years of professional experience
Work History
Part-Time Closer
Stop And Shop Supermarkets
09.2022 - Current
- Maintained high levels of customer satisfaction by addressing concerns promptly and professionally throughout the closing process.
- Observed and reported weekly sales activity for improved forecasting.
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Trained and mentored new and existing staff to achieve best practices.
- Created nightly shift task lists to assign duties to each employee.
- Secured building for closing by completing run-through of sales floor, turning on alarms.
Customer Service Manager
Stop And Shop Supermarkets
09.2006 - 03.2020
- 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.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
- Improved onboarding experience for new hires, creating a comprehensive orientation program.
- Managed interview scheduling, coordinated travel arrangements, and facilitated communication with candidates throughout the hiring process.
- Developed performance management systems that promoted employee growth and development.
Education
High School Diploma -
Bayonne High School
Bayonne, NJ06.2001
Skills
- Closing Techniques
- Customer Service
- Problem-Solving
- Decision-Making
- Customer Communication
- Loss Protection
- Regulatory Compliance Documentation
- Customer-focused
- Customer Relations
- Time Management
- Cash Handling
- Excellent time management skills
- Complaint resolution
Timeline
Part-Time Closer
Stop And Shop Supermarkets
09.2022 - Current
Customer Service Manager
Stop And Shop Supermarkets
09.2006 - 03.2020
High School Diploma -
Bayonne High School
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