Karianne Pounds
Tampa,FL
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
10
10
years of professional experience
Work History
Customer Experience Manager
Hot Topic
Wesley Chapel, FL
01.2020 - 05.2024
- Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Identified opportunities for improving existing processes related to providing an outstanding level of service.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Revised department schedules to maximize coverage during peak hours.
Assistant Store Manager
Hot Topic
Brandon, FL
02.2016 - 01.2020
- Provided training to new employees on company policies and procedures.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Identified areas of operational inefficiency and implemented solutions to streamline processes.
- Prepared detailed reports summarizing sales activity, customer feedback, and other relevant information.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
Assistant Manager
Dollar Tree Stores
Riverview, FL
06.2014 - 03.2017
- Monitored employee attendance records, timekeeping, and payroll information.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
Education
Veterinary Assistant Career Diploma - Veterinary Technology
Penn Foster Career School
Scranton, PA12-2024
High School Diploma -
Bloomingdale High School
Valrico, FL06-2013
Skills
- Problem-Solving
- Professionalism
- Customer Retention Strategies
- Staff Monitoring
- Microsoft Office
- Customer Relationship Management
- Continuous Improvement
Timeline
Customer Experience Manager
Hot Topic
01.2020 - 05.2024
Assistant Store Manager
Hot Topic
02.2016 - 01.2020
Assistant Manager
Dollar Tree Stores
06.2014 - 03.2017
Veterinary Assistant Career Diploma - Veterinary Technology
Penn Foster Career School
High School Diploma -
Bloomingdale High School
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