Crystal Miller
Bethany,WV
Summary
Dynamic leader with a proven track record at Bass Pro Shops Outdoor World, enhancing customer satisfaction and team efficiency. Excelled in policy enforcement and organizational skills, significantly improving service quality. Skilled in customer relations and adept at multitasking, consistently prioritized high-level customer concerns and team development. Achieved notable success in resolving complex issues, fostering a culture of continuous improvement.
Overview
19
19
years of professional experience
Work History
Customer Service Team Lead
Bass Pro Shops Outdoor World
07.2020 - Current
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
Cashier
Uni-Mart
03.2006 - 03.2007
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their 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.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
Education
High School Diploma -
Brooke High School
Wellsburg05-2000
Skills
- Policy enforcement
- Customer satisfaction
- Professional telephone demeanor
- Customer relations
- Recordkeeping strengths
- Account management
- Willingness to learn
- Multitasking and prioritizing
- Organizational skills
Timeline
Customer Service Team Lead
Bass Pro Shops Outdoor World
07.2020 - Current
Cashier
Uni-Mart
03.2006 - 03.2007
High School Diploma -
Brooke High School
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