Summary
Overview
Work History
Education
Skills
Timeline
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Tiana Bruce

Charleston,SC

Summary

Dynamic leader with proven success in surpassing sales goals at Circle K and streamlining operations at Walgreens. Expert in complaint resolution and team collaboration, enhancing customer satisfaction and employee performance. Skilled in leveraging professional telephone demeanor and scheduling acumen to achieve operational excellence. Demonstrates a track record of fostering strong customer and team relationships to drive repeat business and efficiency.

Overview

10
10
years of professional experience

Work History

Lead CSR

Circle K
Charleston, SC
01.2024 - Current
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Excelled in exceeding daily credit card application goals.
  • Provided expert customer service and support to customers, including troubleshooting technical issues.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Strengthened customer retention by offering discount options.
  • Developed strong customer relationships to encourage repeat business.

Lead Cashier

Walgreens
Charleston, SC
02.2021 - 11.2023
  • Managed the checkout process by monitoring long lines and calling additional staff if needed.
  • Monitored team performance on an ongoing basis to ensure adherence to standards.
  • Managed employee scheduling according to availability, forecasted customer levels and labor cost controls.
  • Adhered to social distancing protocols and wore mask or face shield.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Made change on ash register, handling payments by cash, credit, debit and personal checks.
  • Answered phone calls to assist customers with questions and orders.
  • Processed returns and exchanges efficiently while adhering to company policies.
  • Counted and balanced cashier drawers.
  • Taught employees use of registers, merchandising of stock and satisfaction of diverse customer needs.
  • Helped with purchases and signed customers up for rewards program.
  • Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.

Kitchen Manager

McDonald's
Charleston , SC
12.2014 - 12.2020
  • Kept kitchen equipment properly functioning by following manufacturer's operating instructions and educating staff on proper use.
  • Promoted an atmosphere of teamwork among kitchen staff members by fostering open communication between team members.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Provided feedback during tasting sessions to help refine existing dishes or develop new ones.
  • Implemented surface and equipment schedules and standards to maintain clean, neat and sanitized kitchen.
  • Oversaw meal preparation and monitored food handling to encourage safety.
  • Delegated work to staff, setting priorities and goals.

Education

Associate of Arts - Business Administration And Management

Strayer University
Charleston, SC
07-2026

Skills

  • Account updating
  • Scheduling
  • Complaint resolution
  • Professional telephone demeanor
  • Task prioritization
  • Delivery scheduling
  • Inbound and outbound calling
  • Team collaboration
  • Data collection

Timeline

Lead CSR

Circle K
01.2024 - Current

Lead Cashier

Walgreens
02.2021 - 11.2023

Kitchen Manager

McDonald's
12.2014 - 12.2020

Associate of Arts - Business Administration And Management

Strayer University

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Tiana Bruce