Jaala Culpepper
Birmingham,AL
Summary
Proven leader with extensive experience in customer service and team leadership. Excelled in enhancing customer satisfaction and resolving complex problems through effective communication and strategic planning. Demonstrated ability to train and develop teams, achieving significant improvements in service delivery and operational efficiency. Skilled in time management and adept at learning quickly, ensuring high-quality guest relations and team performance. My ability to quickly learn and solve complex problems, coupled with a track record of dependable team leadership, has consistently driven positive outcomes.
Overview
8
8
years of professional experience
Work History
Manager
Walgreens
04.2021 - Current
- Customer service
- Teamwork to make sure the shift flows smoothly and accurately.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Cash handling
- Ringing out customers
Customer Service Representative
Afni Riverside
08.2020 - 04.2021
- Customer Service
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Cashier Team Lead
Newks Eatery Cafe
05.2017 - 08.2020
- Customer Service
- Took customers orders and took food out to them when it was ready.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Developed strong relationships with repeat customers through friendly service interactions.
- Trained team members on cash register operation and cash handling.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Increased customer loyalty and retention.
- Assisted with merchandising tasks as needed to maintain store appearance standards and promote product visibility.
Dietary Aide
Legacy Health and Rehabilitation Center
10.2017 - 01.2018
- Kept all kitchen areas clean, tidy and free of hazards.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Washed plates, cups, serving, and eating utensils and kitchen equipment in commercial dishwasher.
- Coordinated with other dietary aides and kitchen staff to ensure efficient workflow and timely delivery of meals, contributing to a smooth-running operation.
- Cleared tables and removed dishes, trays, and utensils from dining room to dishwashing area.
- Supported fellow team members during peak times by assisting with tasks such as dishwashing and restocking supplies, fostering a collaborative work environment.
- Assisted in the preparation of nutritious meals for patients with various medical conditions and dietary restrictions.
- Maintained strict levels of cleanliness for tables, floors, and prep areas.
Restaurant Hostess
Cracker Barrel
08.2016 - 05.2017
- Customer Service
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
- Answered customer questions about hours, seating, and menu information.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Enhanced customer satisfaction by greeting and seating guests promptly upon arrival.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Provided exceptional service through friendly interactions with customers, answering questions and addressing concerns.
- Managed reservations effectively, accommodating special requests and ensuring accurate guest counts.
- Contributed to a positive team atmosphere by supporting coworkers during peak hours or when understaffed.
- Collaborated with servers to ensure smooth transitions between tables, minimizing wait times for guests.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Checked in with servers to confirm preparedness before seating customers.
- Resolved guest complaints professionally, taking appropriate action to address issues and improve future experiences.
Education
Auburn At Montgomery
Montgomery, AL05.2021
High School Diploma -
Center Point
Birmingham, AL05.2017
Skills
- Customer Service
- Team work
- Quick Learner
- Eager Learner
- Hard working
- Dependable
- Guest relations
- Serving
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
Timeline
Manager
Walgreens
04.2021 - Current
Customer Service Representative
Afni Riverside
08.2020 - 04.2021
Dietary Aide
Legacy Health and Rehabilitation Center
10.2017 - 01.2018
Cashier Team Lead
Newks Eatery Cafe
05.2017 - 08.2020
Restaurant Hostess
Cracker Barrel
08.2016 - 05.2017
Auburn At Montgomery
High School Diploma -
Center Point