Fernecha Butler
Cordova,TN
Summary
Hardworking and dependable worker looking for a caring, stable job environment with limitless opportunities to grow. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Starbucks Manager
Wellengood partners
Memphis, TN
07.2023 - Current
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Ensured compliance with all applicable laws, regulations and Starbucks standards.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Managed inventory levels to meet demand without overstocking, reducing waste.
Assistant Manager
Starbucks
Memphis, TN
05.2018 - 05.2023
- Supporting the General Manager: Taking care of day-to-day planned activities and providing leadership within the establishment.
- Implementing Workflow Procedures: supervising employees during day-to-day tasks and managing the overall workflow of the workplace.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Adhered to local health department regulations and Ecosure regarding safety standards.
- Ensured that all customers received prompt, friendly, and courteous service.
- Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various Starbucks programs.
- Identified cost-saving measures that could be implemented without compromising quality standards.
- Supervised daily operations including scheduling shifts, assigning duties.
Customer Service Phone Agent
MATA READY
Memphis, TN
02.2022 - 03.2023
- Assisted customers with placing orders for scheduled pick-up and drop-off rides over the phone.
- Resolved customer service issues in an efficient and courteous manner.
- Maintained accurate records of customer interactions via computerized tracking system.
- Accurately entered orders into company database systems.
- Routed calls appropriately to ensure prompt resolution of customer issues.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Customer Service Representative
Teleperformance
Memphis
08.2017 - 05.2018
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Lead Sales Associate
Dollar General
01.2017 - 06.2017
- Greeted customers and provided product information.
- Assisted with the training of new sales associates.
- Provided customer service to ensure satisfaction.
- Supervised a team of sales associates on daily tasks and operations.
- Maintained awareness of advertised items to accurately recite current pricing and promotions.
Education
Dental assistant certification -
Concorde Career College-Memphis
Memphis, TN10.2018
Diploma -
Cordova High School
Cordova, TN05-2012
Skills
- Operations Management
- Performance Management
- Time Management
- Verbal and written communication
- Analytical abilities
- Problem-solving skills
- Data Gathering
- Office Equipment Operation
- Customer follow-up
- Record-keeping
- Professional Demeanor
- Message documentation
- Proficient in Webex, Avaya, Vendesk ,Excel, word doc, adobe, and office microsoft
- Clerical Support
- Active Listening
- Multitasking
- Scheduling appointments
Certification
- CPR/First Aid, 08/01/15, 08/01/17
- ABC license, 08/01/17, 10/01/22
- TABC
- Dental assistant certification, 09/01/18, 09/01/22
- Servsafe certified 05/24/2022
Personal Information
Willing To Relocate: Anywhere
Timeline
Starbucks Manager
Wellengood partners
07.2023 - Current
Customer Service Phone Agent
MATA READY
02.2022 - 03.2023
Assistant Manager
Starbucks
05.2018 - 05.2023
Customer Service Representative
Teleperformance
08.2017 - 05.2018
Lead Sales Associate
Dollar General
01.2017 - 06.2017
Dental assistant certification -
Concorde Career College-Memphis
Diploma -
Cordova High School
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