Kim-Marie Brenner
New Windsor,NY
Summary
Dedicated Customer Service manager providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Responsible for recruiting new teammates and assisting them through entire new-hire process until they were ready to start their departmental training.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Price Chopper Supermarket
Middletown, NY
06.2007 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Collaborated with senior management team members in designing strategies that would improve overall quality of service.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Led team engagement to assist cross-functional departments and achieve goals.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company policies.
- Recruited and trained new employees to meet job requirements.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed prospective employees and provided input to management on hiring decisions.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
Wait Staff Member
D-lux Diner
Middletown, NY
03.2022 - 08.2023
- Ensured that all orders were taken correctly and in a timely manner.
- Provided excellent customer service to guests, ensuring they had an enjoyable experience.
- Checked back with customers during meals to ensure satisfaction with food and service.
- Served food and beverages to patrons and immediately remedied issues with orders.
Education
High School Diploma -
Newburgh Free Academy
Newburgh, NY06-2006
Skills
- Talent Development
- Complaint resolution
- Schedule Coordination
- Sales Promotion
- Training and mentoring
- Problem-Solving
- Tactful and diplomatic
- iCims & UKG proficiency
- Customer-focused
- Conflict Management
- Budgeting and finance
- Team Building and Leadership
- New Hire Training
- Focused on customer satisfaction
Certification
- Food Safety Certified
- AED Certified
Timeline
Wait Staff Member
D-lux Diner
03.2022 - 08.2023
Customer Service Manager
Price Chopper Supermarket
06.2007 - Current
High School Diploma -
Newburgh Free Academy
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