Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Joyce Herbin

Shawboro,NC

Summary

Qualified by 20 + years successes in customer service; leverage by quality/customer service focus to achieve organizational success; strong leadership skills. Passionate about building lasting client relationships and maximizes quality. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Evening Manager

Food Lion Stores
11.2022 - Current
  • Assist the Store Manager and Assistant Store Manager with the day-to-day operations of the entire store
  • Responsible for hiring, training, and developing associates
  • Manage performance through performance management, coaching, appraisal and disciplinary efforts
  • Maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast and easy customer service
  • Provide leadership and motivation within the store to promote a culture reflective of Food Lion’s Guiding Principles, Core Values, Vision and Strategy
  • Ensure proper control of all store funds and company assets
  • Observe and correct all unsafe conditions that could cause associate or customer accidents
  • Observe and ensure compliance with company guidelines, policies, standard practices, security, safety, and food safety standards
  • Understand and use company tools such as; financial reports, average cost inventory system (ACIS), scheduling, productivity, ordering (CAO), and business information systems
  • Support the achievement of store budgeted financial and operating results
  • Maximize sales through excellent customer service and minimize shrink through proper utilization of Standard Practices to ensure that inventory and moneys are accounted for; provides coaching for associates to recognize and prevent losses
  • Ensure store conditions, customer service and satisfaction, product quality, freshness, availability, variety and execution of all policies and procedures
  • Ensure compliance with local, state and federal regulations
  • Ensure that staffing schedules across departments meet the business needs
  • Constant interaction with associates; ensure associates understand Food Lion’s expectations and have the tools and training to be successful
  • Successfully complete Computer Based Training (CBT), Training Packet and Training Aid courses
  • Perform all other duties and projects as assigned.
  • Managed 35 employees in delivering smooth, productive night shift operations.
  • Ensured compliance with company policies and procedures while maintaining high standards of professionalism among staff members.
  • Maintained a clean and organized store environment, contributing to a positive customer experience.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
  • Streamlined evening operations for increased efficiency and productivity.
  • Provided excellent customer service, leading by example for team members to follow.
  • Facilitated communication between day shift managers and staff, ensuring seamless transitions between shifts for operational continuity.
  • Identified areas of improvement within the store''s operations; implemented necessary changes leading to increased efficiency.

Regional Recruiter

Food Lion Stores
01.2022 - 11.2022
  • Used program planning and management abilities and advanced understanding of recruiting, interviewing and training candidates to maximize effectiveness of recruiting strategies
  • Traveled to regional branches to evaluate staffing needs and devise strategies for improving recruitment
  • Provided advanced training to local managers on techniques for improving interview process
  • Collaborated with recruitment and HR professional to achieve hiring goals
  • Researched job-posting platforms to inform marketing strategy
  • Defined and documented hiring procedures and enforced adhere to standards
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training on topics such as effective prospecting, sales negotiations and presentation development
  • Secured optimal productivity and recruiting administrative, operational and clerical functions.
  • Operated and maintained applicant tracking and candidate management systems.
  • Coordinated schedules to arrange management interviews with applicants.
  • Advised managers on best practices to maintain compliance with applicable laws.
  • Evaluated strengths and weaknesses of candidates through effective screening processes.
  • Implemented a referral program that encouraged current employees to recommend potential candidates, leading to an increase in quality applicants.
  • Created comprehensive reports detailing regional recruitment trends, providing valuable insights for upper management decision-making processes regarding workforce planning initiatives.
  • Studied job descriptions and qualifications to determine applicant requirements.
  • Consulted businesses on successful recruiting and retention practices to help minimize turnover.
  • Assisted with onboarding and orientation of new hires to expedite acclimatization process.
  • Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
  • Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
  • Developed and maintained relationships with external recruiters to obtain referrals to qualified candidates.
  • Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
  • Effectively managed relationships with external recruitment agencies to maximize the benefits of their services while minimizing costs.

Customer Service Manager

Food Lion Stores
04.2019 - 01.2022
  • Provide leadership and motivation within the store to promote a culture reflective of our Guiding Principles, Core Values, Vision and Strategy
  • Support the achievement of budgeted financial and operating results
  • Smile and maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast, easy, flexible and friendly customer service all while creating a positive shopping experience for customers
  • Role model outstanding, friendly customer service and use skills and knowledge to offer solutions that meet or exceed customers’ expectations
  • Control store expenses through proper ordering, care for supplies and equipment
  • Understand and use company tools such as; financial reports, average cost inventory system (ACIS), scheduling, productivity, ordering (CAO), and business information systems
  • Perform duties that ensure department appearance, quality, variety, workplace safety, food safety and department sanitation are consistently maintained
  • Ensure Front End schedules are written to provide extraordinary customer service at all times
  • Maintain all register and Front End equipment and place service calls in an efficient manner which doesn’t stall the execution of delivering a fast and easy check out experience
  • Monitor shrink and ensure that inventory is accounted for; provide coaching for associates to recognize and prevent losses
  • Ensure proper control of all store funds and company assets
  • Record and report all associate and customer accidents in accordance with established Food Lion procedures
  • Ensures compliance with local, state and federal regulations
  • Adheres to all company guidelines, policies and standard practices
  • Maintains security standards
  • Successfully complete Computer Based Training (CBT), Training Packet and Training Aid courses
  • Provide recognition of accomplishments and offers constructive counseling when necessary as it relates to achieving customer satisfaction and service while building store sales.
  • Established team priorities, maintained schedules and monitored performance.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Cultivated a culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Kept accurate records to document customer service actions and discussions.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Identified issues, analyzed information and provided solutions to problems.

Assistant Customer Service Manager

Food Lion Stores
01.2017 - 01.2019
  • In the absence of the Customer Service Manager, supervise the performance of all duties and responsibilities of all Front End associates
  • Maintain an atmosphere of enthusiastic customer awareness with primary emphasis on fast and easy customer service
  • Serve as a model for customer service and instills this value in all associates
  • Manage and achieve Food Lion service standards as delegated by the Customer Service Manager
  • Maintain an efficient and productive Front End operation
  • Support the achievement of budgeted financial and operating results for the Front End
  • Ensure Front End schedules are written to provide extraordinary customer service at all times per standard practice guidelines
  • Understand and follow all company, Front End, Food Safety and Workplace Safety standard practice and policies
  • Report all associate and customer accidents in accordance with established Food Lion procedures to the Manager on Duty
  • Monitor shrink and ensure that inventory and moneys are accounted for; provide coaching for associates to recognize and prevent losses
  • Ensure compliance with local, state and federal regulations
  • Provide recognition of accomplishments and offer coaching when necessary
  • Train and develop Office Assistants and Cashiers
  • Ensure office functions are completed accurately and on time
  • Communicate all cash variances to the Customer Service Manager
  • Research over/short discrepancies as reported by the Food Lion Customer Support Center on the weekly over/short report, report updated information or variances to the Customer Service Manager/Store Manager and Store Sales Accounting if necessary
  • Ensure Front End associates operate registers and serve customers in accordance with established policies and procedures
  • In the absence of the Customer Service Manager, maintain Front End equipment and place service calls in an efficient manner
  • Successfully complete Computer Based Training (CBT) and Training Aid courses.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and concerns.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Created customer support strategies to increase customer retention.
  • Kept accurate records to document customer service actions and discussions.
  • Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
  • Monitored compliance with company policies and industry regulations related to privacy protection and data security within the customer service department.
  • Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Served as a key liaison between customers and internal departments to facilitate timely resolutions for complex issues or escalated complaints.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Produce Manager

Food Lion Stores
01.2011 - 01.2017
  • Engage and interact with customers to create a positive shopping experience
  • Responsible for the supervision of the entire department
  • Achieving sales, gross profit, labor, shrink and inventory goals set for the Department; product ordering, quality, presentation, merchandising, organization, pricing, stocking, shelf allocation, staffing, training, turnover and morale
  • Responsible to know, understand, and support department specific policies and procedures
  • Ensure that associates perform their work in a safe and ergonomically correct manner
  • Take the initiative to foresee work that needs to be completed and see to it that it is completed in a timely fashion
  • Determine appropriate staffing levels for each shift based on business needs
  • Prepares work schedules on a weekly basis
  • Make recommendations on staffing the Department; interviewing and hiring of Department personnel; and promotion of associates
  • Assign work to, direct the work of and train Department personnel
  • Complete performance appraisals on all Department personnel
  • Understand and adhere to Food Safety guidelines and procedures
  • Maintain proper pricing.
  • Analyzed sales data, identifying opportunities for growth or adjustments in product selection or pricing strategies.
  • Collaborated with suppliers to ensure timely deliveries, maintaining a well-stocked produce section.
  • Trained and supervised produce staff for optimal performance and adherence to company policies.
  • Improved produce department efficiency by implementing streamlined inventory management processes.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Maintained produce display, and prep and storage areas in clean and orderly condition.
  • Implemented effective merchandising techniques, leading to increased visibility of seasonal items and specialty products.
  • Strengthened profits by reducing waste, controlling shrinkage, and increasing team efficiency with optimized workflows.
  • Maintained produce area and kept produce storage area clean and sanitary.
  • Adapted department operations during seasonal fluctuations in supply, ensuring continued availability of diverse product selections throughout the year.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Kept department equipment in working order and advised general manager of equipment repair or replacement needs.
  • Planned attractive produce displays, using color and texture to enhance.
  • Selected items for specials and marked down items to reduce losses.
  • Enhanced customer satisfaction through attentive service and consistent delivery of high-quality products.
  • Purchased produce following guidelines of marketing plan.
  • Assisted customers with produce questions.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Coached and mentored new team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Oversaw budgeting responsibilities for the produce department, maximizing profitability without compromising on quality.

Education

Certification in cosmetology - Cosmetology

Wilfred Academy of Beauty
Jamaica, NY
09.1985

Some College (No Degree) - Nursing Administration

Queens Borough Community College
Bayside , NY

High School Diploma -

Far Rockaway High School
Far Rockaway
01.1983

Skills

  • Microsoft Word
  • Microsoft Excel
  • Microsoft Outlook
  • Galaxy/ Light Speed Hotel Property Management System
  • ACIS/CAO Retail
  • Customer Service
  • Cost Control
  • Conflict Resolution
  • People Management
  • Goal Setting
  • Task Delegation
  • Scheduling and Coordinating
  • Employee Coaching and Mentoring
  • Complaint Handling
  • Team Leadership

Certification

Certified Food Safety Manager- Safe Serve

Timeline

Evening Manager

Food Lion Stores
11.2022 - Current

Regional Recruiter

Food Lion Stores
01.2022 - 11.2022

Customer Service Manager

Food Lion Stores
04.2019 - 01.2022

Assistant Customer Service Manager

Food Lion Stores
01.2017 - 01.2019

Produce Manager

Food Lion Stores
01.2011 - 01.2017

Certification in cosmetology - Cosmetology

Wilfred Academy of Beauty

Some College (No Degree) - Nursing Administration

Queens Borough Community College

High School Diploma -

Far Rockaway High School

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Joyce Herbin