Summary
Overview
Work History
Education
Skills
Timeline
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Hope Willis

Home,LA

Summary

Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Knowledgeable and dedicated customer service professional with extensive experience in Brookshires Company . Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing in the brookshires company.

Overview

13
13
years of professional experience

Work History

Customer Experience Team Lead

Brookshires #066
03.2021 - Current


  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Utilized telephone, online chat and email platforms to deliver outstanding customer service.
  • Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Recommended products to customers, thoroughly explaining details.
  • Delivered prompt service to prioritize customer needs.

Grocery Manager

Brookshires #055
11.2017 - 05.2018
  • Engaged customers and provided very high level of service and support, helping find desired products and items.
  • Delegated tasks and duties to grocery staff and clearly communicated timeframes for completion.
  • Organized efficient merchandise replenishment strategies to keep shelves stocked and well-organized for customers.
  • Performed key tasks to promote inviting grocery store appearance.
  • Applied performances such as counts, ims, and other duties to evaluate and improve operations for brookshires needs.

Store Trainer

Brookshires #066
08.2016 - 11.2017
  • Pre-screened resumes prior to sending to corporate hiring managers for consideration.
  • Completed human resource operational requirements by scheduling and assigning employees.
  • Did onboarding for new hires along with drug testing.
  • Assisted store directors with interviews
  • Worked alongside the store director and assistant manager to deploy new training strategies.

Office Cashier

Brookshires #066
02.2013 - 05.2016
  • Answered customer inquiries and clarified details regarding charges.
  • Performed cash, card and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Performed safe counts along with counting registers and money orders.
  • Performed western unions, lottery, and reports

Cashier

Brookshires #066
08.2011 - 12.2013
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet brookshires needs.
  • Helped customers complete purchases, locate items and assist with brookshires cards and points..
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Restocked and organized merchandise in front lanes.

Education

High School Diploma -

Homer High School
Homer, LA
05.2010

Skills

  • Invoice Preparation and Processing
  • External Audits
  • Complex Product Knowledge
  • Interpretation and Translation Services
  • Closing Procedures
  • Service Delivery
  • Assuring partners are completing learn
  • Company Policy Support
  • Order and Refund Processing
  • POS Systems and Ordering Platforms
  • Policy and Procedure Adherence
  • New Hire Orientation
  • Money Orders
  • Store Opening
  • Team Training

Timeline

Customer Experience Team Lead

Brookshires #066
03.2021 - Current

Grocery Manager

Brookshires #055
11.2017 - 05.2018

Store Trainer

Brookshires #066
08.2016 - 11.2017

Office Cashier

Brookshires #066
02.2013 - 05.2016

Cashier

Brookshires #066
08.2011 - 12.2013

High School Diploma -

Homer High School

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Hope Willis