JHONNY Sevrain
Glendale,AZ
Summary
Adept at fostering team collaboration and boosting customer satisfaction, I leveraged my problem-solving abilities and expertise in sales at USPS to enhance service quality and efficiency. My approach not only reduced employee turnover but also cultivated a culture of professionalism and reliability, underscoring my commitment to excellence and continuous improvement.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
USPS
03.2016 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Researched and corrected customer concerns to promote company loyalty.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Created customer support strategies to increase customer retention.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Created, prepared, and delivered reports to various departments.
Driver
Peapod by Stop & Shop
10.2015 - 12.2016
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Delivered goods and products to customer on time and in excellent condition.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
- Upheld high standards of cleanliness within the vehicle''s interior/exterior appearance, providing a professional image for the company at all times.
- Demonstrated strong knowledge of geography and local roads for optimal route selection.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Communicated with customers to provide delivery updates and confirm delivery locations.
- Coordinated efficient routes to avoid delays and optimize schedules.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Communicated with dispatchers and other personnel to coordinate transportation schedules.
- Enhanced vehicle longevity with regular maintenance checks and repairs as needed.
Education
Lycee Anacaona
HaitiSkills
- Training and mentoring
- Complaint resolution
- Training programs
- Expertise in sales
- Escalation management
- Call flow maximization
- Time tracking
- Sales proficiency
- Customer escalations
- Staff assignments and supervision
- Team productivity
- Employee schedule management
- Workflow Coordination
- Scheduling and calendar management
- Documentation and control
- Policy and procedure modification
- Scheduling
- Report Generation
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Team Management
- Conflict Resolution
- Risk Assessment
- Professionalism
- Administrative Procedures
- Quality Control
- Staff Motivation
- Record-keeping
- Time management abilities
- Equipment Maintenance
- Deadline Adherence
- Information Management
- Employee Evaluation
- Communication Skills
- Coordinate schedules
Accomplishments
- Documented and resolved Issue which led to Results.
- Achieved Result by completing Task with accuracy and efficiency.
- Supervised team of Number staff members.
- Resolved product issue through consumer testing.
- Achieved Result through effectively helping with Task.
- Collaborated with team of Number in the development of Project name.
- Achieved Result by introducing Software for Type tasks.
Languages
French
Elementary
Timeline
Customer Service Supervisor
USPS
03.2016 - Current
Driver
Peapod by Stop & Shop
10.2015 - 12.2016
Lycee Anacaona