Christina Langley
Christiana,TN
Summary
Dynamic professional with a proven track record at Kroger, adept in coaching and mentoring with exceptional cash handling skills. Leveraged customer relations expertise to resolve complaints, boosting loyalty. Achieved a significant reduction in cash discrepancies, demonstrating meticulous attention to detail and a commitment to excellence.
Overview
27
27
years of professional experience
Work History
Assistant Customer Service Leader
Kroger
Murfreesboro, TN
04.2022 - Current
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Greeted customers and listened closely to problems described to determine solutions.
- Reviewed associate performance to identify training needs.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Evaluated customer service staff performance and provided constructive feedback.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and backed up other customer service managers.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Payroll Associate
Fidelity Investments
Merrimack, NH
12.2005 - 08.2009
- Reduced errors in payroll records by diligently reviewing and verifying employee information.
- Supported team members during peak periods, demonstrating adaptability and strong collaboration skills.
- Maintained confidentiality of sensitive employee information, adhering to strict privacy guidelines.
- Developed strong working relationships with colleagues across departments, fostering a positive work environment.
- Maintained strict confidentiality of all payroll information and records.
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
- Performed data entry tasks and maintained accurate records of employee payroll information.
Assistant Head Teller
Granite Bank
Milford, NH
09.2002 - 08.2005
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Streamlined teller operations for increased accuracy and productivity by implementing new procedures.
- Identified potential fraudulent activities through vigilant monitoring of transaction patterns and promptly reporting suspicious behavior.
- Supported the Head Teller in training new employees, fostering a positive work environment and efficient team performance.
- Managed high-volume cash transactions accurately, maintaining an exemplary track record of minimal errors.
- Successfully maintained a balanced cash drawer, consistently achieving accuracy in daily transaction processing.
- Resolved issues with deposits and open items.
- Maintained strict compliance with bank policies and regulations, mitigating risk exposure in daily operations.
- Expedited teller line wait times by quickly assessing customer needs and directing them to appropriate banking services.
- Collaborated with fellow tellers to ensure smooth branch operations, leading to improved customer service.
- Reduced cash discrepancies with diligent cash drawer management and thorough end-of-day reconciliation.
- Provided exceptional support during audits by maintaining meticulous records of all transactions and documentation.
- Proactively cross-sold bank products to enhance customer relations and increase overall sales revenue.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Maintained accurate records of customer transactions in line with bank procedures.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Executed wire transfers, stop payments and account transfers.
- Handled various accounting transactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Received loan and utility payments, sending funds to correct destinations.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
Customer Service Representative
Shaw's Supermarket
Milford, NH
05.1997 - 09.2001
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Processed customer orders promptly and efficiently.
- Worked with cashiers and courtesy clerks to ensure breaks I'm a timely manner.
- Maintained the front end to ensure prompt check-out times for customers.
- Maintained and balanced cash drawers and lottery.
Education
High School Diploma -
Mascenic Regional High School
New Ipswich, NH06.1999
Skills
Coaching and mentoring
Cash Handling
Telephone etiquette
Customer Relations
Till counting
Administrative support
Complaint resolution
Money handling abilities
Timeline
Assistant Customer Service Leader
Kroger
04.2022 - Current
Payroll Associate
Fidelity Investments
12.2005 - 08.2009
Assistant Head Teller
Granite Bank
09.2002 - 08.2005
Customer Service Representative
Shaw's Supermarket
05.1997 - 09.2001
High School Diploma -
Mascenic Regional High School