Katherine Macy
Yaphank
Summary
Customer-focused and detail-oriented Customer Service Manager with proven experience leading front-end operations at Stop & Shop Supermarkets. Skilled in payroll processing and schedule management using Kronos Workforce Central. Adept at ensuring compliance with audit standards, optimizing staffing, and delivering exceptional service in a fast-paced retail environment. Strong leadership in onboarding, training, and supporting teams to drive operational efficiency and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Customer Service Manager
Stop and Shop Supermarkets
Medford
06.2020 - Current
- Oversaw daily front-end operations, ensuring seamless customer service and compliance with company standards across all shifts
- Maintained full compliance with federal, state, and local regulations during government audits, including SNAP, WIC, and labor law protocols
- Managed weekly payroll processing and approvals using Kronos Workforce Central, ensuring timely and accurate compensation
- Directed front-end staffing strategies, including hiring, onboarding, training, and scheduling for over [X] associates
- Created and maintained efficient weekly schedules aligned with labor budgets and business demands
- Led new hire onboarding sessions, fostering a welcoming environment and ensuring understanding of company policies and procedures
- Partnered with department heads to optimize labor coverage and support store-wide operational goals
- Resolved escalated customer issues with professionalism and urgency, maintaining high satisfaction and retention rates
- Developed team performance through ongoing coaching, evaluations, and recognition programs
- Maintained a strong working knowledge of union contracts, timekeeping policies, and safety procedures
Part Time Closer
Stop and Shop Supermarkets
East Setauket
07.2018 - 02.2020
- Supervised nightly store operations, including front-end and department closing procedures to ensure readiness for next-day business
- Ensured all departments followed proper closing checklists and maintained cleanliness, safety, and merchandising standards
- Managed end-of-day cash handling, including safe counts, deposits, and reconciliation of registers
- Provided leadership and support to store associates during evening shifts, resolving customer issues and ensuring excellent service
- Monitored and enforced compliance with company policies, safety procedures, and food safety standards during closing operations
- Conducted nightly staffing adjustments to meet business needs and reduce overtime costs
- Acted as primary point of contact for any incidents, maintenance issues, or emergencies during store closing hours
- Collaborated with day management to communicate shift performance, staffing concerns, and operational updates
- Ensured secure store lock-up and alarm setting in accordance with company protocol
- Trained new associates on evening procedures and closing responsibilities to maintain consistency and accountability
Education
High School Diploma -
Centereach High School
Centereach06-2006
Skills
- Customer service
- Regulatory compliance
- Payroll administration
- Employee training
- Proficient in Kronos Workforce Management
Timeline
Customer Service Manager
Stop and Shop Supermarkets
06.2020 - Current
Part Time Closer
Stop and Shop Supermarkets
07.2018 - 02.2020
High School Diploma -
Centereach High School