Summary
Overview
Work History
Education
Skills
Community Outreach
Timeline
Generic

Franswon Austin

Charlotte,NC

Summary

Dedicated fortune 500 Employee with almost 10 years of experience. Conscientious Customer Service Team Leader with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.


Overview

8
8
years of professional experience

Work History

Customer Service Team Leader

Publix
01.2021 - Current
  • Manage over 70+ associates
  • Managed cash supply and inventory.
  • Managed associate sensitive information and files.
  • Assist upper management with writing schedule.
  • Ensure accurate cash handling procedures is being followed.
  • Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Ensured compliance with all company policies and procedures related to customer service, maintaining high standards of integrity.
  • Ensure payroll got completed for over 150+ employees with no error.
  • Completed onboarding from start to finish for all new employees including pre-hire paperwork and training.
  • Managing inventory and supplies
  • Creating and achieving goals for community fundraisers. (United Way, March of Dimes, Children's Miracle Network)
  • Assisting in fresh departments (Deli, Bakery,Produce and Seafood)

Customer Serivce Staff

Publix
06.2020 - 01.2022
  • Assisted customers with needs including returns, and exchanges.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Managed high call volume while maintaining a professional demeanor, ensuring timely assistance for all customers.
  • Responded to customer requests for products, services, and company information.
  • Supervising cashiers and front service clerk in absence of manager.
  • Processed money service to customers and adhered by guidelines.
  • Managed cash stock and inventory balances.

Cashier

Publix Super Markets Inc
11.2017 - 06.2020
  • Operated cash register, collected payments and provided accurate change.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Helped customers find specific products, answered questions and offered product advice.
  • Worked closely with front-end staff to assist customers.
  • Processed all sales transactions promptly to prevent long customer wait times.
  • Trained new team members in cash register operation, stock procedures and customer service.
  • Maintained high productivity by processing cash, credit, debit and voucher program payments for customers.
  • Wrapped items and bagged purchases properly to prevent merchandise breakage.
  • Assisted with purchases, locating items and signing up for rewards programs.
  • Maximized sales potential by preparing, storing, rotating and merchandising products at point-of-sale.
  • Inspected items for damage and obtained replacements for customers.
  • Verified customer identification for alcohol or tobacco purchases.

Front Service Clerk

Publix Super Markets Inc.
06.2016 - 11.2017
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Delivered top quality customer service in professional manner while managing multiple tasks.
  • Responded effectively to customer questions and inquiries and provided information regarding products.
  • Followed safety protocols to prevent accidents and injuries.
  • Communicated with cashiers and customers to learn about bagging needs.
  • Collected and returned all hand baskets and shopping carts to proper place for new customer use.
  • Ensured customer satisfaction by accurately bagging groceries according to their type and fragility.

Education

High School Diploma -

David W Butler High School
Matthews, NC
01.2021

Skills

  • High-energy attitude
  • Accounting
  • Payroll Admin
  • Leadership
  • Delegation
  • Conflict mediation
  • Quality control
  • Inbound and Outbound Calling
  • Employee coaching
  • Team Management
  • In-store support
  • Customer relations
  • Store maintenance
  • Hiring processes
  • Problem-solving abilities
  • Customer Service

Community Outreach

Publix Serves Event Volunteer August 2016-Current 

Philanthropist Children's Miracle Network Hospitals January 2020-Current

Philanthropist United Way August 2016-Current 



Timeline

Customer Service Team Leader

Publix
01.2021 - Current

Customer Serivce Staff

Publix
06.2020 - 01.2022

Cashier

Publix Super Markets Inc
11.2017 - 06.2020

Front Service Clerk

Publix Super Markets Inc.
06.2016 - 11.2017

High School Diploma -

David W Butler High School

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Franswon Austin