Summary
Overview
Work History
Education
Skills
Timeline
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Joni Hogroe

Fort Worth,TX

Summary

Detail-oriented Assistant Manager offers more than extensive progressive record of accomplishment in leadership roles. Establishes clear guidelines and enforces consistent policies to keep staff satisfied and on-target to achieve important objectives. Excellent relationship-building, multitasking, and decision-making skills.

Overview

11
11
years of professional experience

Work History

Assistant Manager/Zone Leader

Petmate
Arlington, , TX
02.2020 - 08.2024
  • Communicated regularly with customers to gain insights into their needs.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Resolved conflicts between team members in an effective manner.
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Developed a system for tracking inventory and ordering supplies as needed.
  • Maintained accurate records of sales transactions using point-of-sale systems.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Managed customer service inquiries and complaints in a timely manner.
  • Maintained up-to-date knowledge of company products and services.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Produced thorough, accurate and timely reports of project activities.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Assigned work and monitored performance of project personnel.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Call Center Representative/Customer Service Future

Future Payment Technologies
Grand Prairie, TX
01.2018 - 02.2020
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Stayed current on relevant product and service offerings as well as competitor pricing models.
  • Maintained accurate records of customer interactions for future reference.
  • Assisted customers with navigating the company's website to locate desired information or items for purchase.
  • Analyzed data collected during each call in order to identify trends in customer feedback.
  • Performed outbound calling campaigns to promote new products or services.
  • Developed effective working relationships with team members across multiple departments.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Provided accurate information regarding products and services while upselling additional products when appropriate.
  • Identified opportunities to improve policies and procedures related to customer service operations.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Supported sales team members to drive growth and development.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Promoted available products and services to customers during service, account management and order calls.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Consulted with customers to resolve service and billing issues.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Mentored junior team members and managed employee relationships.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.

Overnight Support Manager

Walmart
Arlington,, TX
03.2015 - 01.2018
  • Provided coaching and mentoring opportunities for less experienced staff members.
  • Resolved escalated issues from customers, providing clear communication regarding resolution of their concerns.
  • Developed strategies to enhance the customer service experience during overnight hours.
  • Provided overnight support for customers, troubleshooting technical issues and resolving customer inquiries.
  • Maintained up-to-date knowledge of products, services, policies and procedures related to the organization's offerings.
  • Interfaced with third-party vendors when needed to resolve complex customer inquiries or incidents.
  • Implemented new processes and procedures related to customer service operations.
  • Assisted in developing strategies to increase efficiency within the department.
  • Conducted regular performance reviews with team members, providing guidance on how to improve customer service delivery standards.
  • Coordinated with other departments to ensure customer satisfaction.
  • Performed necessary administrative tasks such as scheduling meetings, preparing documents.
  • Trained team members on relevant software programs used for customer service operations.
  • Organized daily work schedules for team members according to established guidelines.
  • Investigated any reported violations of company policy or procedure by employees working the overnight shift.
  • Worked closely with other teams within the organization to ensure that customers were receiving quality service at all times.
  • Coached and trained new employees, offering positive feedback and helpful advice when completing tasks.
  • Checked inventory levels and placed merchandise orders for restocking purposes.
  • Drove sales and boosted customer excitement through effective oversight of store promotions.
  • Identified methods to help reduce shrink and integrated strategies into regular store procedures.
  • Helped warehouse staff by unloading trucks and using heavy equipment to properly stock merchandise.
  • Led weekly team meetings to communicate business updates and review team performance.
  • Monitored staff interactions with customers to provide real-time coaching.
  • Consulted with customers to gather and define requirements.
  • Evaluated performance of support staff and provided coaching to improve performance.
  • Fostered positive and inclusive team culture for support staff.
  • Developed departmental goals and standards in line with supporting organization's mission and strategic vision.
  • Analyzed data to identify opportunities for improving support levels.
  • Strategized long-term business needs and applied customer feedback for process improvements.
  • Resolved complex and escalated support issues.
  • Created weekly schedules for team members and enforced timely shift start and end times.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Created and managed budgets for travel, training, and team-building activities.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Analyzed business performance data and forecasted business results for upper management.
  • Assigned work and monitored performance of project personnel.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Delegated work to staff, setting priorities and goals.
  • Proposed or approved modifications to project plans.
  • Produced thorough, accurate and timely reports of project activities.

Quality Control Inspector

Northern Tool + Equipment
Arlington, TX
02.2014 - 01.2018
  • Participated in internal and external audits to ensure compliance with applicable regulations.
  • Identified areas for improvement in existing processes, procedures, and equipment.
  • Ensured that all products met customer requirements prior to shipment.
  • Performed first article inspection on incoming raw materials.
  • Conducted root cause analysis investigations when issues arose with production processes or end-products.
  • Provided technical support to other departments regarding quality related topics and initiatives.
  • Analyzed data from process control systems to identify trends in product quality.
  • Evaluated suppliers' performance against established criteria for quality assurance purposes.
  • Tested finished goods prior to shipment according to established protocols.
  • Assisted engineering department with design verification tests as needed.
  • Inspected products for defects and conformance to customer specifications using precision measuring instruments.
  • Trained new employees on proper use of test equipment and inspection techniques.
  • Collaborated with cross-functional teams to resolve complex problems related to product design or manufacturing processes.
  • Monitored production processes to ensure quality standards were met and documented results of inspections.
  • Maintained records of all nonconforming products and completed corrective actions as required.
  • Generated reports summarizing inspection results, defect trends, and other statistical data.
  • Communicated effectively with management regarding progress toward meeting quality objectives.
  • Verified accuracy of product labels, including expiration dates and lot numbers.
  • Developed corrective action plans based on findings from investigations and audits.
  • Wrote detailed reports outlining performance, quality and defect rates.
  • Completed non-destructive tests and conducted continuous inspections.
  • Adhered to safety protocols to minimize equipment damage and avoid injuries.
  • Used specialized tools to take precise measurements of various aspects of samples.
  • Inspected and repaired products to meet project expectations.
  • Assessed materials, parts and products for conformance with quality control requirements and production specifications.
  • Documented nonconformities and recommended techniques for prompt resolution.
  • Oversaw proper tagging and identification of parts and components, enabling rejected or non-repairable parts to be properly marked, quarantined and rendered unusable.
  • Trained newly hired employees by explaining company procedures, job duties and performance expectations.
  • Consulted with engineers to resolve quality, production, and efficiency problems.
  • Documented inspection results by completing reports and logs and summarizing and entering data into quality database.
  • Examined products and materials for defects or deviations to remove or discard non-conforming items.
  • Analyzed plans, specifications and blueprints to understand product requirements.
  • Used root cause analysis tools to determine failures and provide appropriate counter-measures to prevent repeat failures.
  • Recommended improvement measures to production process to meet quality control standards.
  • Calibrated products to match design and operational specifications.
  • Notified supervisors or other relevant personnel of test or production issues.
  • Inspected, tested and measured materials for conformance to specifications and regulatory requirements.
  • Selected samples for use as test models.
  • Matched arriving materials with purchase orders, submitted discrepancy forms as necessary.
  • Produced official reports of findings to meet regulatory standards and assist senior leadership with improving operations.
  • Marked materials with grade or acceptance status.
  • Administered competency tests to determine engineers or operators are qualified to use equipment.
  • Cleaned and calibrated dial indicators, fixed gauges, or height gauges prior to tests.
  • Oversaw disposal of products, materials and equipment not in compliance with tolerances, safety standards, or quality levels.
  • Repaired malfunctions, reassembled items, and performed final tests.
  • Checked software programs for usability, functionality, and design issues.
  • Compared product and materials colors, shapes, textures and grades with predetermined templates.
  • Noted changes during testing in project documentation.
  • Read blueprints and manuals to determine test procedures or adjustment methods.
  • Identified production concerns and worked with supervisors to understand and remedy situations.
  • Provided safety information to contractors, engineers, or test equipment operators.

Education

Bachelor of Arts - Business Administration And Management

University Of Arizona Global Campus
Chandler, AZ
11-2028

High School Diploma -

Madison High School
Tallulah, LA
05-2007

Skills

  • Employee Performance Evaluations
  • Sales monitoring
  • Employee Scheduling
  • Recruiting and interviewing
  • Cost Reduction
  • Operations Management

Timeline

Assistant Manager/Zone Leader

Petmate
02.2020 - 08.2024

Call Center Representative/Customer Service Future

Future Payment Technologies
01.2018 - 02.2020

Overnight Support Manager

Walmart
03.2015 - 01.2018

Quality Control Inspector

Northern Tool + Equipment
02.2014 - 01.2018

Bachelor of Arts - Business Administration And Management

University Of Arizona Global Campus

High School Diploma -

Madison High School

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Joni Hogroe