Justin C. Hamilton
Birmingham
Summary
Developed skills in fast-paced, team-oriented environment, including effective communication, time management, and problem-solving abilities. Proven ability to coordinate multiple tasks and projects, ensuring smooth operations and support for team objectives. Seeking to transition into new field where these skills can drive success and innovation.
Overview
11
11
years of professional experience
Work History
Customer Resolution Manager
T-Mobile
10.2016 - 03.2024
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Defined loyalty offer strategy to maximize ROI while staying within budget constraints.
- Identified and assessed customer's needs quickly and accurately.
- Served as an escalation point for difficult cases, ensuring prompt resolution while maintaining strong relationships with customers.
- Led by example through consistent demonstration of professionalism and dedication to exceptional customer service standards.
- Analyzed trends in customer complaints, identifying opportunities for process improvements and staff training initiatives.
- Established clear performance metrics for staff members, driving continuous improvement through regular feedback sessions and performance evaluations.
- Mentored staff on best practices for conflict resolution, fostering a supportive environment that empowered employees to excel in their roles.
- Enhanced team productivity with effective coaching, training, and performance evaluations.
- Managed high-volume customer inquiries, providing appropriate solutions while maintaining professional rapport.
- Strengthened relationships between customers and company by establishing trust through consistent communication.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Bank Teller Supervisor
BBVA Compass Bank
04.2014 - 10.2016
- Improved customer satisfaction by efficiently managing teller transactions and addressing customer inquiries
- Enhanced branch operations through effective management of daily bank teller activities and workflow prioritization
- Increased overall efficiency by implementing new procedures for cash handling, balancing, and discrepancy resolution
- Reduced errors in transactions by providing ongoing training and coaching to bank tellers on best practices
- Managed risk effectively by monitoring teller activities, ensuring compliance with banking regulations and policies
- Contributed to the development of a positive work environment through team building initiatives and employee recognition programs
- Ensured high-quality customer service by regularly evaluating employee performance and providing constructive feedback for improvement
- Built trusting relationships with customers through attentive listening skills, insightful problem-solving abilities, and empathetic service approach
- Sustained optimal levels of cash availability within the branch throughout various economic fluctuations using accurate forecasting methods informed by data analysis techniques
- Enhanced the overall customer experience by working closely with the team to identify and address specific areas for service improvement
- Implemented time-saving strategies that reduced long wait times, resulting in increased customer satisfaction and loyalty
- Counted cash drawers and made bank deposits
- Examined tellers' reports of daily transactions for accuracy
- Promoted bank's products and services by consistently cross-selling to customers
- Improved customer satisfaction by efficiently managing teller transactions and addressing customer inquiries.
- Enhanced branch operations through effective management of daily bank teller activities and workflow prioritization.
- Managed risk effectively by monitoring teller activities, ensuring compliance with banking regulations and policies.
- Increased overall efficiency by implementing new procedures for cash handling, balancing, and discrepancy resolution.
- Strengthened internal controls through diligent adherence to audit requirements, leading to consistently satisfactory audit results for the branch.
- Built trusting relationships with customers through attentive listening skills, insightful problem-solving abilities, and empathetic service approach.
- Reduced errors in transactions by providing ongoing training and coaching to bank tellers on best practices.
- Facilitated smooth transitions during periods of staffing changes by overseeing thorough training for new hires and temporary staff members.
- Examined tellers' reports of daily transactions for accuracy.
Head Cashier Supervisor
Forever 21
08.2013 - 07.2014
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries
- Streamlined the checkout process for improved customer experience and reduced wait times
- Ensured accuracy in cash handling, minimizing discrepancies and maintaining balanced registers
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity
- Collaborated with store management to optimize cashier scheduling for peak hours, maximizing efficiency
- Assisted customers with returns and exchanges, adhering to company policies while ensuring complete satisfaction
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers
- Provided exceptional customer service by promptly resolving issues and fostering positive relationships with patrons
- Managed multiple registers during high-traffic periods, effectively reducing customer wait times and increasing sales revenue
- Optimized inventory levels at cash wrap stations by regularly restocking supplies and communicating needs to management
- Utilized point-of-sale systems proficiently, processing various forms of payment quickly and accurately
- Contributed to store promotions by informing customers of available discounts or special offers at checkout
- Coordinated breaks for fellow cashiers, ensuring continuous coverage during busy periods without compromising productivity
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs
- Processed both cash and card purchases and returns
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
- Ensured a clean and organized work environment by enforcing strict policies on cleanliness and orderliness at the registers.
- Conducted regular performance evaluations for cashiers, providing constructive feedback to help them grow professionally.
- Improved communication between cashiers and other store departments to provide seamless customer experiences.
- Increased customer satisfaction by addressing and resolving customer issues promptly and professionally.
- Achieved high employee retention rates through motivational leadership and creating a positive work environment for staff members.
- Developed strong relationships with customers through attentive service, fostering loyalty and repeat business.
- Mentored new hires by demonstrating best practices in customer service and cashiering techniques.
- Decreased transaction errors by implementing thorough training programs focused on accuracy and attention to detail.
- Managed a team of cashiers, ensuring proper scheduling, breaks, and coverage during peak hours.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Mentored new sales associates to contribute to store's positive culture.
Education
Master of Science - Legal Studies
Trinity Law School
Santa Ana, CA12-2027
Bachelor of Science - Social Sciences
University of Montevallo
Montevallo, AL05.2012
Skills
- Positive attitude
- Customer service
- Time management
- Attention to detail
- Effective communication
- Organizational skills
- Adaptability and flexibility
- Customer relationship management
Languages
English
Native or Bilingual
Timeline
Customer Resolution Manager
T-Mobile
10.2016 - 03.2024
Bank Teller Supervisor
BBVA Compass Bank
04.2014 - 10.2016
Head Cashier Supervisor
Forever 21
08.2013 - 07.2014
Master of Science - Legal Studies
Trinity Law School
Bachelor of Science - Social Sciences
University of Montevallo
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