Dawn Shearin
Chesapeake,Virginia
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Server Shift Leader
Olive Garden
Chesapeake, VA
06.2014 - 11.2020
- Ensured customer satisfaction and handled customer complaints in a professional manner.
- Provided leadership to servers and other restaurant staff members by setting an example of excellent service.
- Assigned tasks to servers to ensure efficient operations during peak business hours.
- Resolved conflicts between customers or employees in a timely manner while following company guidelines for dispute resolution.
- Completed end-of-shift paperwork accurately and submitted it according to company guidelines.
- Supervised cashiering activities at the register in order to prevent any discrepancies with payment processing.
- Addressed customer concerns promptly and effectively while maintaining a high level of professionalism at all times.
- Created positive guest experience by listening to guest needs and recommending options to meet requests.
- Managed tables throughout dining room to execute service at highest level.
Supervisor of Customer Service
Walmart
Walterboro, SC
10.2016 - 08.2017
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
Membership Team Lead
Sams Club Pharmacy
Chesapeake, VA
05.2010 - 08.2016
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Coordinated resources across multiple teams to achieve project goals within budget constraints.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Created detailed reports on team activities as requested by management.
- Motivated staff through positive reinforcement techniques.
- Delegated tasks appropriately according to individual skill sets.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Collaborated with management team to implement new work procedures or policies.
- Followed staffing strategies to achieve production goals.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Education
Criminal Justice
Tidewater Community College
Norfolk, VA05-2006
Skills
- Customer Relationship Management
- Marketing initiatives
- Guest service
- Strong leadership
- Verbal and written communication
- Customer Service Management
- Human Resource Management
- Team Leadership
- Problem-Solving
- Flexible Schedule
- Customer Service
Timeline
Supervisor of Customer Service
Walmart
10.2016 - 08.2017
Server Shift Leader
Olive Garden
06.2014 - 11.2020
Membership Team Lead
Sams Club Pharmacy
05.2010 - 08.2016
Criminal Justice
Tidewater Community College