Erin McDowell
Rockaway Park,NY
Summary
Customer Service Manager experienced in driving operational improvements and enhancing customer satisfaction. Achieved measurable gains in team productivity through effective training, coaching, and quality assurance initiatives. Focused on fostering a high-performance culture and ensuring regulatory compliance.
Overview
38
38
years of professional experience
Work History
Customer Service Manager
Stop And Shop
Forest Hills, USA
09.2010 - 06.2024
- Oversee Front-end operations, cashiers, service desk, online pick-up, and cash office management, to ensure efficient and accurate transactions and higher level of customer service.
- Resolved service-related issues for customers, enhancing satisfaction and loyalty.
- Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance.
- Utilized problem solving techniques to quickly resolve escalated issues from customers.
- Conduct interviews, coordinate training programs, and collaborate with other managers to ensure the successful onboarding and development of associates.
- Monitor and document associate performance, implementing action plan to address any performance issues and support their professional growth.
- Provide coaching and counseling to associates, resolve customer issues, respond to donation requests, and coordinate local community events and fundraising.
- Analyze store turnover figures and collaborate with department managers to develop strategies for retention and engagement.
- Established a culture of excellence in customer service, setting best-in-class standards for the store.
- Managed daily customer service operations to ensure efficient store functionality.
- Led training sessions for new staff on customer interaction protocols.
- Resolved customer complaints swiftly and effectively to maintain satisfaction.
- Developed schedules for team members to optimize service coverage.
- Coordinated with departments to enhance product availability and visibility.
- Implemented feedback systems to gather insights from customers and staff.
- Monitored service quality standards to uphold company expectations.
- Facilitated team meetings to share updates and encourage collaboration.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Monitored staff performance to ensure adherence to customer service standards.
Non-Perishable Manager
Stop & Shop
Whitestone, New York
04.2016 - 07.2020
- Managed inventory levels of non-perishable goods across multiple store locations.
- Coordinated product ordering and replenishment to maintain stock availability.
- Managed staff responsible for stocking shelves, rotating merchandise, and processing returns.
- Trained and supervised staff on proper product handling and storage techniques.
- Implemented safety protocols to ensure compliance with health regulations.
- Tracked sales trends in order to adjust inventory levels accordingly.
- Developed promotional displays to enhance product visibility in the store.
- Assisted in developing promotional plans for new or existing products within the department.
- Coordinated with vendors regarding special promotions or discounts on select items.
- Ensured that all products were properly labeled with pricing information, expiration dates.
Bank Manager
HSBC Bank
Rockaway Park, USA
06.2009 - 08.2010
- Cultivated client relationships through exceptional customer service, resulting in increased client satisfaction and loyalty.
- Analyzed financial requirements of clients to match with bank's product offerings.
- Researched market conditions to better understand customer needs and preferences.
- Built and expanded existing client relationships through proactive contact and effective pipeline management.
- Assisted clients in identifying their needs and provided suitable solutions to meet their requirements.
- Assisted clients in identifying needs and provided tailored solutions, enhancing client engagement and retention.
- Created customized presentations to showcase products and services that met client requirements.
- Negotiated contracts with vendors while maintaining favorable terms for the company.
- Exceeded sales goals by effectively promoting products and services, aligning offerings with client financial objectives.
Bank Manager
GreenPoint Bank
New York, USA
08.1986 - 05.2009
- Managed daily operations of the bank, including staff management, customer relations, accounts receivable and payable, budgeting and forecasting.
- Maintained compliance with all applicable laws and regulations related to banking activities.
- Performed regular audits of branch operations, identified areas for improvement and took corrective action as needed.
- Performed regular audits of branch operations, identified areas for improvement and took corrective action.
- Collaborated with senior leadership team in setting long-term strategic goals for the organization.
- Established internal controls enhancing accuracy of financial records.
- Cultivated customer relationships, promoting loyalty and increasing business opportunities.
- Identified potential clients through market research and outreach efforts.
- Reviewed and processed loan applications to ensure compliance with bank policies.
Education
Beach Channel High School
Rockaway Park , NYSkills
- Customer Service
- Complaint resolution
- Quality Assurance
- Regulatory Compliance
- Team leadership
- Training
- Sales Forecasting
- Transaction Management
- Stock Optimization
- Time Management
- Effective Communication
- Multitasking
- Audit Support
- Customer Retention
Personal Information
Title: MANAGER
Timeline
Non-Perishable Manager
Stop & Shop
04.2016 - 07.2020
Customer Service Manager
Stop And Shop
09.2010 - 06.2024
Bank Manager
HSBC Bank
06.2009 - 08.2010
Bank Manager
GreenPoint Bank
08.1986 - 05.2009
Beach Channel High School