Erin Brandt
Progressive
Mayfield Heights,OH
22
years of professional experience
Experienced Team Leader goes above and beyond to support team and business objectives. Excellent interpersonal, communication and decision-making skills developed over 15 + year background in customer service. Focused on helping team members exceed performance targets. Great with computer's and phones. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Work History
Centralized Support Rep • Claims Processing
2 Years- Resolved customer inquiries efficiently through various communication channels, enhancing overall satisfaction.
- Mentored junior representatives on best practices for handling complex customer issues.
- Developed training materials to enhance team knowledge on product offerings and support procedures.
- Led initiatives focused on increasing first-contact resolution rates within the support team.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
- Actively participated in team meetings, sharing insights on best practices and potential improvements.
- Awarded Support Representative of the Month multiple times due to exceptional performance metrics.
- Participated in regular product training sessions to stay current on updates and enhancements.
- Contributed to building a positive work environment by maintaining strong relationships with coworkers.
- Served as a subject matter expert within the team, mentoring junior staff members on complex topics.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Coached employees through day-to-day work and complex problems.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Assembler
3 Years 5 Months- Conducted precise assembly by positioning and aligning components to ensure quality and functionality.
- Performed thorough inspections of finished parts and components to uphold QA standards and identify defects before packaging.
- Removed physical refuse and debris and organized tools to maintain safe work a safe work environment.
- Verified parts against stock lists, blueprints, and material specifications to ensure compliance with quality standards.
- Maintained a fast and steady pace during production shifts to ensure timely completion of tasks. to meet production goals.
- Maintained neat, organized and clean work areas to avoid safety concerns or production delays.
- Removed physical refuse and debris and organized tools to maintain safe work a safe work environment.
- Kept workstation organized and orderly, making sure production parts, tools, test equipment and documentation were properly stored and maintained.
- Followed safety and quality requirements every day.
Night Supervisor
4 Years 4 Months- Set performance metrics for each team member and provided feedback when needed.
- Addressed customers' concerns and questions and handled complaints.
- Managed inventory processes, including tracking stock levels and conducting audits.
- Cultivated performance-based and collaborative culture by recognizing achievements and promoting from within.
- Assisted upper management with daily operations to meet standards of service and quality.
- Coordinated with internal departments to maximize operational efficiency across production and administrative areas.
- Performed opening and closing procedures including setting up registers and arranging products to keep facility operations-ready.
- Conferred with human resources to recruit, onboard and mentor new team members.
- Created schedules and assigned jobs based on employee strengths and anticipated customer demand.
- Collaborated with team members to improve performance and implement training updates.
- Collaborated with the general manager and HR team to determine organizational needs and position requirements for potential employee candidates.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training on topics such as effective prospecting, sales negotiations and presentation development.
- Partnered with management to establish workplace safety curriculum for training and education purposes.
- Strengthened and enhanced processes for managing complaints by leading thorough investigations into incidents and concerns.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
Night Shift Lead
4 Years 9 Months- Assisted in refining procedures, defining best practices and correcting reported audit issues.
- Strengthened operational efficiencies by developing organizational filing systems for invoices, and customer order's.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Delegated tasks to multiple employees while maintaining efficient workplace.
- Diminished financial discrepancies by accurately collecting customer fees, managing refunds and providing complete sales documentation.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Reviewed project requirements to identify customer expectations and resources needed to meet goals.
- Recommended improvements to facilitate team and project workflow.
- Fielded incoming calls, answered questions and transferred calls internally.
- Maintained excellent customer satisfaction through polite, calm demeanor.
Deli Associate
3 Years 9 Months- Made orders by slicing, weighing, packaging and pricing meats and cheeses.
- Closely adhered to food safety and sanitation procedures established by company and regulatory agencies.
- Worked with customers placing large or specialized orders, providing samples and recommendations and responding to requests.
- Cleaned utensils, dishes and glasses for customer use.
- Updated displays, cases and other customer-facing areas to increase sales of special items.
- Checked signage and pricing to verify accurate displays on counters and in cases.
- Removed food items from inventory and restocked refrigerated and frozen cases to maintain product availability.
- Used mental math and available tools to total materials needed, costs and payment due quickly and efficiently.
- Answered telephone inquiries about available menu items, products and services and delivered appropriate information so customers could make valid choices.
- Assessed customer needs, including food allergies and suggested additional menu items as appropriate.
- Cross-trained in other kitchen positions to support team and meet customer needs.
- Stayed calm and professional in all situations and resolved conflicts to customer satisfaction.
- Communicated effectively with deli counter customers to answer questions and make recommendations.
Hiring Manager/Shift Manager
4 Years 1 Month- Received and reviewed candidate resume and job application submissions to approve or deny applicants for initial interviews.
- Created interview questionnaires, job descriptions and advertisements, pre-screening protocols, and post-interview assessments.
- Partnered with the owner to strategize and execute best-in-class hiring practices.
- Conducted new hire orientations to provide company information, establish performance requirements.
- Cultivated and maintained relationships and ongoing communication with potential job candidates.
- Collaborated with recruitment and HR professional to achieve hiring goals.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training on topics such as effective prospecting, sales negotiations and presentation development.
- Established measures to promote diversity and drive equal access to opportunity and advancement.
- Conducted research to maintain up-to-date knowledge of relevant legislation and regulations and promote compliance with requirements.
- Reduced accidents in workplace by implementing safety policies and procedures.
- Analyzed compensation and benefits policies to develop modifications and establish competitive programs.
- Strengthened and enhanced processes for managing complaints by leading thorough investigations into incidents and concerns.
- Assessed customer needs and upsold products and services to maximize sales.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Education
High School Diploma
Skills
Supervisory experience
Excellent customer service proficiency
Effective planning
Leadership
Critical thinking
People skills
Conflict management
Accuracy
Product assembly
Experience
[],["Combined Food Preparation and Serving Workers, Including Fast Food"],["First-Line Supervisors of Production and Operating Workers"],["Hotel, Motel, and Resort Desk Clerks"]
Education and Training
other
Timeline
Centralized Support Rep • Claims Processing
Progressive
10.2024 - CurrentRead More
Assembler
Frantz Medical
05.2021 - 10.2024Read More
Night Supervisor
Wawa
12.2016 - 04.2021Read More
Night Shift Lead
Circle K
02.2012 - 11.2016Read More
Deli Associate
Food Lion
03.2008 - 12.2011Read More
Hiring Manager/Shift Manager
Quiznos
03.2004 - 04.2008Read More
Mayfield High School
High School Diploma
Read More