Faith Jones
Dover,DE
Summary
Results-driven professional with a strong focus on customer satisfaction, adaptive thinking, and team collaboration. Proven ability to exceed client expectations and enhance team performance through innovative solutions.
I am a people person; I work hard to make the customer happy. I love to be in the face of the customer, and to see them smile. I also know how to communicate through the phone, and I have great customer service.
Overview
16
16
years of professional experience
Work History
Experience Lead
Petsmart
Dover, DE
08.2024 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Promoted team cohesion by fostering open communication and encouraging diverse perspectives.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Utilized effective interpersonal skills to engage customers in meaningful conversations and enhance their experience.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
Manager
Staton Co. Inc, T/A Subway
Dover, Delaware
06.2010 - 07.2024
- Oversaw daily operations and ensured compliance with company standards.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Provided leadership during times of organizational change or crisis situations.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Developed and implemented strategies to optimize inventory levels and reduce waste.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Delegated work to staff, setting priorities and goals.
- Monitored staff performance and addressed issues.
- Established processes to ensure efficient workflow throughout organization.
- Managed staff scheduling and maintained optimal workforce levels.
- Trained new employees on procedures and customer service expectations.
- Implemented inventory management systems to track supplies efficiently.
- Led team meetings to address challenges and improve service quality.
- Monitored food safety practices to ensure health regulations were met.
- Developed promotional strategies to enhance customer engagement and sales.
- Coordinated with suppliers to maintain product availability and freshness.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Recruited and hired qualified candidates to fill open positions.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Established processes to ensure efficient workflow throughout the organization.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Developed and implemented strategic plans to achieve company objectives.
- Conducted performance reviews for team members.
- Led a team of 12-20 employees, ensuring high productivity and excellent customer service.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Oversaw marketing initiatives, increasing brand awareness and sales.
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Ensured compliance with industry regulations and company policies.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Implemented quality control measures to uphold company standards.
- I made schedules, monitored hours, and submitted hours to the owner.
- I made sure to check payroll for accuracy and corrected any discrepancies.
- Performed weekly inventory for the whole store, and placed orders to meet the weekly goals.
- Submitted weekly inventory reports and control sheets to corporate.
Education
High School Diploma -
Milford Senior High
Milford, DE06-1992
Skills
- Customer service
- Inventory management
- Team building
- Project management
- Budget monitoring
- Customer relationship management
- Adaptive thinking
- Client engagement
- Good Telephone Etiquette
- Recordkeeping
- Basic math
Timeline
Experience Lead
Petsmart
08.2024 - Current
Manager
Staton Co. Inc, T/A Subway
06.2010 - 07.2024
High School Diploma -
Milford Senior High