Devonda Thompson
Chesterfield,VA.
Summary
A Customer Service Supervisor with 11+ years of professional experience specializing in customer care, operations management, and team building.
A strong history of leading diverse teams to enhance operational performance and improve the customer experience.
Overview
12
12
years of professional experience
Work History
Supervisor
Bath and Body Works
4825 Commonwealth Centre Pkwy
08.2017 - Current
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Established performance metrics for the 25 associates, consistently tracking progress toward goals and making adjustments as needed.
- Conduct performance evaluations for a staff of 25-30 members, identifying areas of improvement and guiding professional development plans.
- Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Maintained compliance with company policies, objectives, and communication goals.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Achieved results by working with staff to meet established targets.
Membership Coordinator
YMCA
9211 Patterson Ave Richmond, Va.
07.2014 - 12.2019
- Contacted members to promote and encourage participation in membership activities Responded to membership inquiries, offering solutions and guidance.
- Increased customer acquisitions by 60% through effective social media management, grassroots marketing, and new member orientation.
- Streamlined membership application process, reducing wait times and improving overall member satisfaction.
- Developed comprehensive reports on membership statistics for presentation to management, informing strategic decision-making processes.
- Delivered prompt service to prioritize customer needs.
- Analyzed membership data trends to identify areas for improvement and implemented targeted strategies to address them.
- Investigated and resolved customer inquiries and complaints quickly.
Lead Teacher
Phase II NASC
2630 New Market Rd. Richmond, VA.
03.2012 - 07.2017
- Maintained patience and level-headedness in diverse situations to support student development and personal growth.
- Helped 15 students explore concepts with engaging, learning-focused activities.
- Scheduled conferences with parents to discuss students' progress and classroom behavior.
- Modified lessons and curriculum to accommodate diverse learners using strategies like peer-assisted learning and group work.
- Organized field trips that enriched classroom learning experiences by connecting students with real-world applications of course concepts.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Implemented assessment tools that monitored student progress throughout the calendar year, allowing for targeted interventions when needed to close achievement gaps.
Education
BBA - Healthcare Management
Ultimate Medical Academy - Clearwater
Clearwater, FL07.2024
High School Diploma -
John Marshall High School
4225 Old Brook Rd. Richmond, VA. 2322706.1997
Skills
- Time Management
- Customer Service
- Goal-Oriented
- Good Telephone Etiquette
- MS Office
- Flexible and Adaptable
- Organization and Time Management
- Verbal Communication
Timeline
Supervisor
Bath and Body Works
08.2017 - Current
Membership Coordinator
YMCA
07.2014 - 12.2019
Lead Teacher
Phase II NASC
03.2012 - 07.2017
BBA - Healthcare Management
Ultimate Medical Academy - Clearwater
High School Diploma -
John Marshall High School