Julie Shaefer
Scranton,PA
Summary
Dynamic leader with extensive experience at Wegmans, adept in complaint resolution, training and mentoring. Excelled in fostering customer loyalty and satisfaction, achieving high performance through superior computer skills and strong leadership. Proven track record in improving service processes and mentoring teams for success.
Overview
7
7
years of professional experience
Work History
Customer Service Manager
Wegmans
07.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Coached employees through day-to-day work and complex problems.
- Created, prepared, and delivered reports to various departments.
Customer Service Coordinator
Wegmans
06.2022 - 07.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Kept high average of performance evaluations.
- Trained team members on services, products and logistics for newly opening stores and employees.
Customer Care Representative
Wegmans
06.2017 - 06.2022
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Science - Business Management
Kutztown University of Pennsylvania
Kutztown, PA05-2022
High School Diploma -
Valley View High School
Archbald, PA06-2017
Skills
- Complaint resolution
- Training and mentoring
- Staffing coordination
- Conflict resolution techniques
- Skilled multi-tasker
- Superior computer skills
- Decision making
- Strong leadership
- Adherence to high customer service standards
Timeline
Customer Service Manager
Wegmans
07.2023 - Current
Customer Service Coordinator
Wegmans
06.2022 - 07.2023
Customer Care Representative
Wegmans
06.2017 - 06.2022
Bachelor of Science - Business Management
Kutztown University of Pennsylvania
High School Diploma -
Valley View High School
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