Inez Rice
Hurst,TX
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
16
16
years of professional experience
Work History
Merchant Performance Review Specialist
American First Finance
Coppell, TX
08.2023 - Current
- Generated reports to track performance metrics of team members.
- Conducted regular meetings with management to review progress and address any concerns.
- Maintained positive working relationship with fellow coworkers and management.
- Compiled monthly reports summarizing key findings from review activities.
- Analyzed criminal records, business records, and other relevant documents to assess overall qualifications of merchants.
Firearm Inventory Auditor
FirstCash Inc
Fort Worth, TX
09.2022 - 08.2023
- Conducted audits on internal controls and developed reports on findings.
- Managed completion of planned audits, reviewed records and procedures for accuracy to accomplish objectives.
- Composed clear and concise audit findings to deliver comprehensive audit reports.
- Audit firearm records (ATF Form 4473), Acquisition & Disposition Records and internal operational records to ensure compliance with applicable laws, regulations, policies and procedures.
- Maintained confidentiality of company information obtained in audit assignments.
- Worked closely with management to discuss internal audit results and action plans.
IT Office Administrator
Firstcash Inc
Fort Worth, TX
03.2022 - 09.2022
- Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
- Filtered emails based on importance and escalated issues to leadership.
- Assisted with invoice processing.
- Handled inbound phone calls and answered customer inquiries.
- Verified, documented and updated customer account information.
Supervisor
Plaza Premium Lounge
Grapevine, TX
08.2021 - 02.2022
- Provided ongoing training to address staff needs.
- Complied with company policies, objectives and communication goals.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Treated associates with fairness and respect, providing recognition of accomplishments.
- Coordinated inventory, stocking, and ordering.
- Assessed delivered contents against original orders.
- Interviewed potential participants to determine eligibility.
Wine Consultant
Kroger
Keller, TX
08.2019 - 08.2021
- Greeted customers, answered questions and recommended special wines to increase profits.
- Made wine recommendations with knowledge and confidence of correct wine.
E-Commerce Lead
Kroger
Fort Worth, TX
07.2018 - 04.2019
- Resolved customer concerns and answered questions quickly to maximize satisfaction.
- Improved operations by working with team members and customers to find workable solutions.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Improved customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Worked with the help desk to troubleshoot any errors for the desktops or printers.
Assistant Customer Service Manager
Kroger
Flower Mound, TX
06.2017 - 07.2018
- Developed and implemented strategies retain customers and drive loyalty.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
- Revised department schedules to maximize coverage during peak hours.
- Delivered fast, friendly and knowledgeable
- service for routine questions and service complaints.
- Worked with the help desk to assist with errors to fix cash registers and printers.
Deli Clerk
Kroger
Bedford, TX
11.2016 - 05.2017
- Received new inventory and rotated stock by dates to keep items fresh and usable.
- Removed food items from inventory and restocked refrigerated and frozen cases to maintain product availability.
- Distributed new item samples to customers in order to provide opportunities for individuals to try products before purchase.
- Communicated effectively with deli counter customers to answer questions and make recommendations.
- Sanitized and kept work areas tidy by cleaning surfaces, equipment and floors, removing trash and maintaining machinery.
- Cross-trained in other kitchen positions to support team and meet customer needs.
- Made orders by slicing, weighing, packaging and pricing meats and cheeses.
Produce Clerk
Kroger
Conyers , GA
04.2013 - 11.2016
- Prepared products for sales floor by adding tags and readying pallets or restocking.
- Reviewed current planograms and end cap placements to properly merchandise items.
- Cleaned shelves and restocked with new inventory when products were running low.
- Removed outdated and overripe items from stock to eliminate health risks.
- Greeted customers and provided immediate and courteous service at all times.
Cashier
Kroger
Starkville, MS
09.2011 - 04.2013
- Processed returned items in accordance with store policy.
- Scanned customer purchases, supporting transactions to streamline sales process.
- Assisted with purchases, locating items and signing up for rewards programs.
- Learned roles of other departments to provide coverage and keep store operational.
- Processed all sales transactions accurately and promptly to prevent long customer wait times.
- Promoted specific item options to drive sales and achieve add-on purchases.
- Resolved issues with cash registers, card scanners and printers.
Front End Supervisor
Kroger
Conyers, GA
08.2008 - 12.2011
- Promoted store loyalty program to increase customer engagement and drive consistent sales.
- Delegated work to employees based on shift requirements, individual strengths and unique training.
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Managed customer complaints and rectified issues to complete satisfaction.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
- Resolved customer problems by investigating issues, answering questions and building rapport.
Teacher Job Shadow
Georgia Perimeter College
Conyers, GA
09.2008 - 04.2009
- Shadowed classroom teacher to learn current standards and best practices.
- Observed fellow teachers in classroom to improve skills and communication.
Education
High School Diploma -
Heritage High School
Conyers, GA05.2008
Some College (No Degree) - Early Childhood Education
Georgia Perimeter College
Decatur, GASome College (No Degree) - Early Childhood Education
East Mississippi Community College
Scooba, MSSkills
- Point of Sale (POS) system operations
- Check payment processing
- Food safety understanding
- Customer service
- Pricing adjustment
- Organization
- Team building
- Problem resolution
- Cash drawer balancing
- Detailed Instruction
- Good Work Ethic
- Friendly, Positive Attitude
- Computer Skills
Timeline
Merchant Performance Review Specialist
American First Finance
08.2023 - Current
Firearm Inventory Auditor
FirstCash Inc
09.2022 - 08.2023
IT Office Administrator
Firstcash Inc
03.2022 - 09.2022
Supervisor
Plaza Premium Lounge
08.2021 - 02.2022
Wine Consultant
Kroger
08.2019 - 08.2021
E-Commerce Lead
Kroger
07.2018 - 04.2019
Assistant Customer Service Manager
Kroger
06.2017 - 07.2018
Deli Clerk
Kroger
11.2016 - 05.2017
Produce Clerk
Kroger
04.2013 - 11.2016
Cashier
Kroger
09.2011 - 04.2013
Teacher Job Shadow
Georgia Perimeter College
09.2008 - 04.2009
Front End Supervisor
Kroger
08.2008 - 12.2011
High School Diploma -
Heritage High School
Some College (No Degree) - Early Childhood Education
Georgia Perimeter College
Some College (No Degree) - Early Childhood Education
East Mississippi Community College
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