Christopher Abair
Williston,VT
Summary
Accomplished Customer Service Manager at Hannaford Supermarket & Pharmacy, I excel in talent development and problem-solving, enhancing customer loyalty and employee performance. Spearheaded service improvements, achieving significant operational excellence. Skilled in training and mentoring, my leadership fosters a culture of productivity and satisfaction.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Hannaford Supermarket & Pharmacy
04.2023 - Current
- Resolve customer complaints while prioritizing customer satisfaction and loyalty.
- Follow through with client requests to resolve problems.
- Supervise employees and assessed performances to determine training needs.
- Train and regularly mentor associates on performance-oriented strategies and customer service techniques.
- Take ownership of customer issues and follow problems through to resolution.
- Research and correct customer concerns to promote company loyalty.
- Assist with pricing questions, inventory availability and changes to existing order and shipping information.
- Collaborate with upper management to improve customer service processes and support structures company-wide.
- Improve staffing during busy periods by creating employee schedules and monitoring call-outs.
- Implement strategies to keep department aligned with sales and profit targets.
- Recruit, interview and hire new employees.
- Mentor new hires to promote positive feedback and engagement.
- Cultivate positive rapport with employees to boost company morale and promote employee retention.
- Evaluate employee performance and convey constructive feedback to improve skills.
- Open and close location and monitor shift changes to uphold successful operations strategies and maximize business success.
- Leverage data and analytics to make informed decisions and drive business improvements.
- Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintain professional demeanor by staying calm when addressing customer issues.
- Establish performance goals for employees and provide feedback on methods for reaching those milestones.
- Establish priorities, maintain schedules and monitored performance for the Customer Service team.
- Train personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Use industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Assistant Customer Service Manager
Hannaford Supermarket & Pharmacy
01.2012 - 04.2023
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Created customer support strategies to increase customer retention.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in improving staffing during busy periods by monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
High School Diploma -
Mount Mansfield Union High School
Jericho, VT06-2007
Skills
- Customer Service
- Talent Development
- Staffing Coordination
- Schedule Coordination
- Complaint Resolution
- Performance Evaluations
- Training and Mentoring
- Problem-Solving
- Administrative Support
Timeline
Customer Service Manager
Hannaford Supermarket & Pharmacy
04.2023 - Current
Assistant Customer Service Manager
Hannaford Supermarket & Pharmacy
01.2012 - 04.2023
High School Diploma -
Mount Mansfield Union High School
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