Diamond Mackey
Baldwin,NY
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Hardworking and passionate job seeker with strong organizational skills eager to secure position. Ready to help team achieve company goals.
Overview
7
7
years of professional experience
Work History
Contact Center Agent
VNSNY
03.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
Assistant Manager
Acceptance Now
10.2020 - 03.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Assistant Store Manager
Burger King
09.2016 - 08.2019
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.
Education
High School Diploma -
High School For Civil Rights
Brooklyn, NY01.2012
Skills
- Team Support
- Verbal and Written Communication
- Call Center Operations
- Customer Service Optimization
- Sales Expertise
- Training and Development
- Staff Training
- Resolving Issues
- Project Coordination
- Medical Terminology
- Customer Service
- Employee Scheduling
Timeline
Contact Center Agent
VNSNY
03.2023 - Current
Assistant Manager
Acceptance Now
10.2020 - 03.2023
Assistant Store Manager
Burger King
09.2016 - 08.2019
High School Diploma -
High School For Civil Rights