Demetrius Nelson Mallory

• Assist store manager and associates in the achievement of a favorable customer shopping experience; develop associate interest in customer services / relations to enhance Kroger’s best-in-class reputation.

• Assist store manager in leading teams in planning, implementing; executing merchandising / operating initiatives.

• Perform scheduling, security, maintenance, safety, sanitation, ordering, administration; Human Resource-related duties.

• Supervised employees engaged in inventory-taking and reconciling cash receipts to confirm accurate documentation.
• Planned work schedules for personnel, keeping shifts properly staffed.
• Designed innovative approaches to optimize workflow, streamline procedures, and enhance customer service satisfaction levels.

• Collaborated cross-functionally with other departments to resolve complex customer issues quickly.
• Exceeded performance metrics such as average handle time and first contact resolution.
• Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.

• Logged details of customer service calls in computer system following correct protocols.
• Analyzed customer feedback surveys to identify areas of improvement in the customer service department.
• Resolved escalated complaints and answered questions regarding policies and procedures.