Joseph Fondacaro
Hammonton,NJ
Summary
Dynamic Customer Service Supervisor with a proven track record at Wawa, excelling in problem-solving and team leadership. Enhanced service quality through effective training and process improvements, achieving significant customer satisfaction. Skilled in multitasking and decision-making, fostering a collaborative environment that drives team success and loyalty.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Customer Service Supervisor
Wawa
09.2022 - Current
- Supervised daily operations to ensure optimal customer service delivery and satisfaction.
- Trained and mentored new staff on customer interaction protocols and company standards.
- Implemented process improvements that enhanced team efficiency and service quality.
- Resolved customer inquiries and complaints, promoting positive experiences and retention.
- Monitored performance metrics to identify areas for training and development opportunities.
- Facilitated communication between management and staff to align on customer service goals.
- Developed training materials that streamlined onboarding processes for new employees.
- 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.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Education
Bachelors of Business Administration -
Rowan University
Glassboro, NJAssociates in Business Administration - Business Administration And Management
Rowan College At Gloucester County
Sewell, NJ05.2020
Skills
Problem-solving
Time management
Customer service
Multitasking and organization
Team building and leadership
Decision-making
Customer relations
Work prioritization
Delegating work
Sales support
Quality assurance
Expertise in sales
Certification
Serv safe certification
Timeline
Customer Service Supervisor
Wawa
09.2022 - Current
Bachelors of Business Administration -
Rowan University
Associates in Business Administration - Business Administration And Management
Rowan College At Gloucester County