Eboni James
Birmingham
Summary
Results-driven leader with expertise in team building and problem-solving in high-pressure environments. Develops and implements training strategies to boost employee engagement and performance. Adapts to challenges, fostering positive change to enhance organizational success.
Overview
13
13
years of professional experience
Work History
Customer Service • Shift Leader
Food City
Trussville
11.2025 - Current
- Resolved customer inquiries and complaints with professionalism and care.
- Resolved customer complaints promptly and professionally.
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Trained and mentored team members on customer service best practices, enhancing overall team performance.
- Organized work environment by delegating tasks to staff, ensuring smooth operations and efficient service.
- Delegated tasks to employees and monitored activities and task completion.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
- Implemented safety protocols to maintain a secure work environment.
- Supervised daily operations and ensured compliance with company policies.
- Managed inventory levels and organized stock for efficient retrieval.
- Communicated effectively with other departments within the organization regarding staffing needs or operational issues.
- Planned and managed resources to consistently meet production, quality, and cost goals.
- Monitored employee performance and provided feedback for improvement.
- Developed promotional strategies that increased customer engagement during slow periods.
Customer Service • Dietary Aide Leader
Thomas Cuisine
Homewood
06.2024 - 07.2025
- Maintained strict levels of cleanliness for tables, floors, and prep areas.
- Delivered nourishment and supplements to nurse station for distribution to specific residents.
- Arranged tray and or table settings with proper tableware, condiments, and tray card.
- Upheld efficiency of meal services by pre-setting tables before patients arrived.
- Maintained dry storage areas by unpacking, dating, and rotating food and non-food supplies.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Discarded outdated food products and maintained waste disposal procedures.
- Kept all kitchen areas clean, tidy and free of hazards.
- Followed all food safety regulations while preparing meals for patients.
- Utilized POS system to receive and process food and beverage orders.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Monitored food quality and freshness throughout day.
- Portioned and wrapped food to place directly on plates for service to patrons.
- Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
- Greeted customers and provided information on menu items and specials to enhance dining experience.
- Cut, sliced and ground meat, poultry and seafood to prepare for cooking.
- Demonstrated knowledge of menu items and corresponding ingredients.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Cross-trained in other kitchen positions to support staff and meet customer needs and demands.
- Adjusted food preparation methods in accordance with customer requests.
- Sanitized cutting boards, benches, and surfaces between tasks to prevent cross-contamination.
- Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
- Managed time by organizing and prioritizing kitchen duties to prepare and serve food quickly.
- Evaluated food by tasting, smelling, and piercing to ensure proper cooking.
- Adjusted recipes based on ingredient availability or customer request.
- Monitored food quality and presentation to maintain high standards.
- Followed strict standards for food handling and safety, minimizing risks to customers.
- Planned menus for different events, seasons and customer requests.
- Prepared and served various food items in fast-paced [Type] environment.
- Maintained food safety and sanitation standards.
- Measured, weighed, and mixed appropriate ingredients according to recipe directions.
- Oversaw scheduling, inventory management, and supply ordering to maintain fully stocked kitchen.
- Trained and supervised cooking staff to expertly meet daily needs.
- Prioritized and re-prioritized kitchen tasks based on fluctuating demands.
- Frosted and iced cakes, cupcakes, cookies, doughnuts, sweet rolls, and coffee cakes.
- Operated and maintained bakery equipment, including ovens and mixers.
- Produced consistently high-quality baked goods for customers.
- Baked consistent quality items by accurately mixing, dividing, shaping, and proofing.
- Decorated cakes, cupcakes and other pastries according to customer requests.
- Processed customer orders and payment transactions.
- Prepared dough for variety of pastries, cakes and breads.
- Prepared frostings and other toppings for cakes and pastries.
- Trained new employees on bakery methods and procedures.
- Replenished bakery items in display cases.
- Packaged finished products for sale.
- Presented food and beverages on buffet tables and drink stations in line with formality and specifications of each event.
- Provided friendly, courteous service to create memorable moments for guests.
- Designed catering menus containing ethnic food options to meet needs of diverse customer base.
- Observed federal and local kitchen safety regulations to prevent food borne illnesses.
- Offered vegetarian versions of frequently ordered entrees to appeal to health conscious customers.
- Transported meal and beverage trays from kitchen and bar areas to serve guest tables.
- Served catering guests by efficiently fulfilling orders and communicating requests to kitchen staff, ensuring high levels of customer satisfaction.
- Replenished banquet stations and verified food temperatures and cleanliness of service areas.
- Researched menu options for customers with food allergies or special dietary preferences to accommodate varied dietary needs.
- Tested recipes before inclusion in catering menu to verify accuracy of ingredients and preparation methods.
- Trained and mentored new staff members in kitchen safety, sanitation and cooking techniques.
- Modified recipes to accommodate dietary restrictions and allergies.
- Monitored food production to verify quality and consistency.
- Disciplined and dedicated to meeting high-quality standards.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Worked closely with front-of-house staff to facilitate excellent customer service.
- Participated in food tastings and taste tests.
- Supervised dietary aides to ensure compliance with health and safety regulations.
- Coordinated meal preparation and delivery to meet residents' dietary needs, ensuring compliance with individual preferences and health standards.
- Trained new staff on kitchen protocols and sanitation practices.
Customer Service • Team Leader
Chick-fil-A
Homewood
12.2023 - 08.2024
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Analyzed customer needs and feedback to inform product and service enhancements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Supported recruitment efforts to assemble high-performing team.
- Supervised team members during peak service hours to ensure efficient operations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Trained new staff on customer service standards and operational procedures.
- Educated staff on organizational mission and goals to help employees achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Developed effective improvement plans in alignment with goals and specifications.
- Created and managed project plans, timelines and budgets.
- Built strong vendor relationships to ensure timely and cost-effective delivery of services and materials.
Customer Service • Front End Manager
Johnny's
10.2020 - 10.2023
- Resolved customer complaints while ensuring clean and tidy checkout area, enhancing overall shopping experience.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout the store.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Cultivated relationships with customers, fostering loyalty and encouraging repeat business.
- Answered product questions using knowledge of sales and store promotions.
- Utilized POS system to handle customer cash and credit card transactions.
- Processed customer orders and accurately handled payment transactions.
- Operated cash register to record transactions accurately and efficiently.
- Responded promptly to customer requests for assistance and inquiries.
- Worked with floor team and managers to meet a wide range of customer needs.
- Used POS system to enter orders, process payments and issue receipts.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Set up new sales displays each week with fresh merchandise.
- Performed cash, card, and check transactions to complete customer purchases.
- Processed refunds and exchanges in accordance with company policy.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Learned duties for various positions and provided backup at key times.
- Redeemed coupons to discount purchases.
- Trained staff on product knowledge and effective sales techniques.
- Supervised daily front-end operations to ensure efficient customer service.
- Implemented new checkout procedures, streamlining transactions and reducing wait times.
- Collaborated with marketing to promote seasonal products and sales events.
- Conducted performance evaluations and provided constructive feedback to team members.
- Managed inventory levels and coordinated restocking efforts.
- Put together schedule for floor staff according to skill sets and coverage needs.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Trained and managed a team of five front-end developers.
Customer Service • Front End Lead
Bargain Hunt
10.2016 - 10.2020
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout the store.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Cultivated customer relationships, contributing to increased loyalty and repeat business.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Worked with floor team and managers to meet wide range of customer needs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Processed customer orders and accurately handled payment transactions.
- Utilized POS system to handle customer cash and credit card transactions.
- Used POS system to enter orders, process payments and issue receipts.
- Operated cash register to record transactions accurately and efficiently.
- Performed cash, card, and check transactions to complete customer purchases.
- Handled cash with high accuracy and took care to check bills for fraud.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Collaborated with management to implement new checkout procedures.
- Led front-end team to improve customer service quality and engagement.
- Trained staff on POS systems and sales techniques.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Guided employees in handling difficult or complex problems.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Guided employees in handling difficult or complex problems.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
Customer Service • Customer Service Manager
Circle K
02.2015 - 10.2016
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of employees
- Open and Close Duties
- Deposit Accounting
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Researched and corrected customer concerns to promote company loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Created and reviewed invoices to confirm accuracy.
- Kept accurate records to document customer service actions and discussions.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Managed senior-level personnel working in marketing and sales capacities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Launched quality assurance practices for each phase of development
- Defined clear targets and objectives and communicated to other team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Developed detailed plans based on broad guidance and direction.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Led customer service team to enhance service delivery standards.
- Developed training programs to improve staff skills and knowledge.
- Managed customer inquiries and resolved complaints effectively.
Customer Service Manager
Walmart
Pelham
08.2013 - 10.2015
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees, assessed performance, and identified training needs to enhance service delivery.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through on client requests to efficiently resolve issues and improve customer experience.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Researched and corrected customer concerns to promote company loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Kept accurate records to document customer service actions and discussions.
- Created and reviewed invoices for accuracy to ensure timely processing and customer satisfaction.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established team priorities, maintained schedules and monitored performance.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Created detailed plans to address specific project requirements.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
High School Diploma - Communication
Clay Chalkville
Birmingham, AL05.2010
Skills
- Customer service
- Customer feedback management
- Conflict resolution
- Problem resolution
- Problem solving
- Relationship building
- Operational efficiency
- Sales strategy development
- Performance tracking
- Scheduling and planning
- Time management
- Quality assurance
- Cross-functional collaboration
- Resource allocation
- Employee training
- Employee engagement
- Strategic planning
- Team leadership
- Adaptability
- Detail-oriented
- Problem resolution aptitude
Roles And Responsibilities
- Open and maintain customer accounts by recording account information.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintain financial accounts by processing customer adjustments.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Prepare product or service reports by collecting and analyzing customer information.
- Contribute to team effort by accomplishing related results as needed.
- Manage large amounts of employees.
- Open and Close Duties.
- Deposit Accounting.
Leadership Experience
Highly organized and results-focused leader with eight years of experience coaching and mentoring teams of 5 to 15 employees. Proven record of spearheading projects to increase operational efficiency and improve collaboration among interdepartmental teams.
Communication Skills
- Enthusiastic
- Self-motivated
- Reliable
- Responsible
- Hard-working
- Mature team worker
- Adaptable to challenging situations
- Works well under pressure
- Adheres to strict deadlines
Timeline
Customer Service • Shift Leader
Food City
11.2025 - Current
Customer Service • Dietary Aide Leader
Thomas Cuisine
06.2024 - 07.2025
Customer Service • Team Leader
Chick-fil-A
12.2023 - 08.2024
Customer Service • Front End Manager
Johnny's
10.2020 - 10.2023
Customer Service • Front End Lead
Bargain Hunt
10.2016 - 10.2020
Customer Service • Customer Service Manager
Circle K
02.2015 - 10.2016
Customer Service Manager
Walmart
08.2013 - 10.2015
High School Diploma - Communication
Clay Chalkville