Jermecia Cooper
Madison ,Mississippi
Summary
Experienced professional with expertise in leadership, planning, decision making, customer service, producing, and communication skills. Seeking a position with an established customer service company to contribute to strong company performance. Attentive, analytical, and hard-working individual looking for an opportunity to deliver exceptional customer service in a retail or office environment. Focused on understanding the perspective of prospective customers and clients and working diligently to foster repeat business.
Overview
20
20
years of professional experience
Work History
Customer Service Rep/Pro Account Sales Rep
Home Depot
03.2017 - Current
- Resolve an average of 75 customer inquiries per day, including technical support and order management questions
- Maintain 91% first-contact resolution rate, demonstrating strong problem-solving and troubleshooting skills
- Implemented a new customer feedback system, resulting in a 20% increase in positive customer satisfaction ratings
- As a customer service associate/sales I possess a service-oriented attitude, as well as a friendly and personable attitude at all times.
- I am able to accurately read situations and address customer needs in a reliable and timely fashion
- Strengths in word processing, data entry and other light office duties such as copying and filing
- Handled customer inquiries across multiple channels, including phone, email, and live chat with an average response time of 2 minutes
- Consistently met and exceeded monthly sales targets by 18% through effective upselling and cross-selling technique
- Recognized as "Customer Service Representative of the Quarter" 5 times for exceptional service
- Im a self-starter, exhibit a positive attitude, comfortable working in a fast-paced team environment with a strong sense of urgency to deliver for the business.
- Ability to develop strategies for assigned requisitions to ensure successful execution of the candidate sourcing and candidate screening.
Assistant Manager
Mcdonalds
03.2012 - 03.2017
- Achieved 99.9% customer satisfaction rating based on customer and receipt surveys
- Administered a team of 30+ fast-food cooks, cashiers and maintenance , delivering training on food preparation, presentation, sanitation, and safety procedures
- Assist in the recruitment and onboarding of 12+ kitchen staff and cashiers to efficiently serve the growing customer base
- Supervise and schedule shift timings to ensure 100% employee availability at their allocated station at assigned time frame
- Ensure 100% satisfaction by promptly processing orders from drive-through customers.
- Serve 100+ fast-food items to 490+ customers daily and apply feedback reviews to address customers' concerns in a timely manner
- Provided a deployment for the shift so that the team will know their positions during peak hours and low volume hours
- Made sure I remained as a good leader and role model at all times because I was a representation of our company
- Encouraged and supported all the trainees and managers under me in their decisions
- Corrected the wrong behaviors of the employees when they didn’t meet the safety and food service sanitation guidelines
- Also complimented the procedures performed correctly and awarded them when I saw their effort and motivation
- Performed and explained all station responsibilities and provided a daily follow up
- Inspired all employees to deliver the Mcdonalds Brand Promise
- Ensured that all the drawers were accurate and made sure that the safe was balanced daily
- Also made sure my team members performed their cleaning tasks that was given to them daily and made sure we were preparing food correctly and that it was safe to distribute to the customers
- Made sure our food and non-food products were stocked correctly from our truck delivery.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
Crew Manager
White Castle
05.2010 - 03.2012
- Designed and implemented new menu items that contributed to an increase in sales.
- Implemented new customer service protocols that improved customer experience.
- Collaborated with local vendors to source new ingredients that improved the quality of menu items.
- Managed the team to ensure that we were following procedures at all times
- Held shift meetings before every shift to ensure that the team knew what was expected of them and what new goals and targets were ahead of us to be met
- Ensured that all safety procedures and food service sanitation guidelines were maintained
- Ensured that my team members remained friendly and served the customers in a fast manner
- Managed staff and restaurant procedures to ensure optimal performance
- Worked to create unique menu offerings based on season and creativity
- Monitored all aspects of service and motivated staff to go above and beyond.
- Maintained inventory and scheduled orders accordingly.
Shift Manager
Hardees
08.2004 - 05.2010
- Managed day-to-day operations of a fast food restaurant with an average of 172 customers per day.
- Trained and supervised a team of 12 employees to ensure all customer needs were met.
- Developed and maintained a customer service-oriented atmosphere, resulting in a 24% increase in customer satisfaction
- Designed and implemented new menu items that contributed to a 10% increase in sales.
- Implemented new customer service protocols that improved customer experience.
- Collaborated with local vendors to source new ingredients that improved the quality of menu items.
Education
High School Diploma -
O’Fallon Township High School
O'Fallon, IL05.2004
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Follow-up skills
- Call Management
- Product Knowledge
- Order Processing
- Team Development
- Documentation
- Administrative Support
- Staff Training
- Technical Support
- Quality Control
- Clerical Support
- Product Sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Sales expertise
- Assertiveness
- Order Fulfillment
- Store maintenance
- Recordkeeping strengths
- Reading Comprehension
- Spreadsheets
- Retail store support
- Stock management
- Service standard compliance
References
References available upon request
Timeline
Customer Service Rep/Pro Account Sales Rep
Home Depot
03.2017 - Current
Assistant Manager
Mcdonalds
03.2012 - 03.2017
Crew Manager
White Castle
05.2010 - 03.2012
Shift Manager
Hardees
08.2004 - 05.2010
High School Diploma -
O’Fallon Township High School
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