Georgina Trotter
Midvale,UT
Summary
Dedicated professional with extensive experience in customer service and staff development. Known for coordinating inventory and managing customer interactions effectively, ready to support operational excellence in a fast-paced environment.
Overview
33
33
years of professional experience
Work History
People Support Manager, Customer Service Manager
Harmons Grocery Store
Salt Lake City, Utah
09.2002 - Current
- Supervised daily operations to ensure smooth customer service experience.
- Trained staff on product knowledge and customer interaction techniques.
- Coordinated inventory management to maintain optimal stock levels.
- Hired and onboarded new associates.
- Insurance enrollment for new and current employees.
- Training new associates.
- Answer phones and direct calls to correct departments within the store
- Manage customer compliments and complaints.
- Addressed customer inquiries and complaints promptly, fostering a positive shopping experience.
- Collaborated with department managers to align goals and improve service delivery.
- Led team meetings to communicate updates and promote a cohesive work environment.
- Created weekly schedules for team members and enforced timely shift start and end times.
- Handled escalated calls from customers requiring additional assistance or specialized knowledge.
- Managed daily operations of the customer service department, including staffing schedules and resource allocation.
- Recruited, hired, trained, coached, evaluated, motivated and disciplined personnel as needed.
- Trained new employees on company policies and procedures related to customer service.
- Evaluated performance of support staff and provided coaching to improve performance.
- Provided ongoing training to maintain productivity and effectiveness of staff.
- Developed strategies for handling difficult situations encountered during interactions with customers.
- Evaluated employee performance against established objectives and standards.
- Fostered positive and inclusive team culture for support staff.
- Reported concerns and recommendations from clients and employees to senior management.
- Facilitated communication between internal departments to ensure efficient problem resolution.
- Analyzed customer feedback surveys and reported results to senior management staff.
- Analyzed data to identify opportunities for improving support levels.
- Conducted regular meetings with staff members to discuss challenges faced by customers.
- Implemented company-wide policy changes and initiatives to improve support capabilities.
- Led weekly team meetings to communicate business updates and review team performance.
- Adhered to organizational policies related to confidentiality of information pertaining to customers.
- Managed multiple projects simultaneously while maintaining high standards of quality control.
- Assigned work and monitored performance of project personnel.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed completed work to verify consistency, quality, and conformance.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Implemented quality control measures to uphold company standards.
- Managed daily operations to ensure smooth workflow and service delivery.
- Collaborated with departments to resolve customer inquiries efficiently.
- Coordinated scheduling and staffing to meet peak customer demand effectively.
- Monitored staff interactions with customers to provide real-time coaching.
- Ensured compliance with applicable laws and regulations regarding customer service practices.
- Monitored customer service performance metrics and identified areas for improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Supervised customer service staff to ensure high-quality service delivery.
- Implemented training programs to enhance employee skills and product knowledge.
- Resolved customer complaints by coordinating with various departments effectively.
- Organized staff schedules to maintain optimal coverage during peak hours.
- Collaborated with management on promotional events to enhance store visibility.
- Monitored inventory levels and coordinated with suppliers for product availability.
- 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.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Monitored phone calls to provide feedback and coaching.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Evaluated and authenticated returns, exchanges and voids.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Education
Bingham High School
South Jordan, UTSkills
- Customer service
- Inventory management
- Staff training
- Hiring processes
- Conflict resolution
- Performance evaluation
- Customer relationship management
- Team collaboration
- Problem solving
- Effective communication
- Leadership skills
- Coaching techniques
- Time management
- Data analysis
- Project management
- Policy implementation
- Client retention
- Performance evaluations
- Technical support expertise
- Documentation skills
- Meeting coordination
- Problem-solving
- Budget management
- Document management
- Team development
- Training and mentoring
- Professional networking
- Communications support
- Support services
- Verbal and written communication
- Policy development
- Records management
- Regulatory compliance
- Customer service understanding
- Customer service expertise
- Performance management
- Quality assurance
- Corrective actions
- Team building
- Correspondence management
- Policy enforcement
- HR collaboration
- Retention strategies
- Leading team meetings
- Teamwork and collaboration
- Staff management
- Decisive Decision-making
- Office administration
- Technical support understanding
- Continuous improvement
- Work Planning and Prioritization
- Schedule coordination
- Flexible schedule
- Conflict management
- Quality controls
- Employee development
- Cross-functional collaboration
- Industry expertise
- Risk management
- Management consultation
- Interpersonal relations
- Professional and courteous
- Employee coaching and mentoring
- Interpersonal skills
- Crisis management
- Managing operations and efficiency
Timeline
People Support Manager, Customer Service Manager
Harmons Grocery Store
09.2002 - Current
Bingham High School