Kelly Wozniak
Taylor,MI
Summary
Dynamic Customer Service Manager with a proven track record at Meijer, enhancing customer satisfaction through effective team training and conflict resolution. Skilled in data analysis and relationship building, I successfully reduced complaints by implementing streamlined processes, fostering a culture of continuous improvement, and ensuring exceptional service delivery.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
BJ's Wholesale
Taylor, MI
11.2019 - 08.2021
- Facilitated customer inquiries and product selection to enhance overall satisfaction experience.
- Streamlined transaction workflows to facilitate a seamless and accurate checkout experience.
- Resolved customer complaints to strengthen positive relationships and improve satisfaction.
- Developed and implemented effective store organization strategies with team members to elevate visual merchandising standards.
- Managed daily transaction balancing and bank deposit preparation to ensure accurate financial operations.
- Processed transactions accurately, ensuring a seamless checkout experience.
Customer Service Manager
Meijer
Taylor, MI
09.2003 - 01.2019
- Oversaw customer service team operations, focusing on training initiatives and performance assessments to boost overall satisfaction.
- Streamlined customer inquiry handling processes to improve overall service efficiency.
- Analyzed customer feedback to identify trends and improve service delivery.
- Collaborated with cross-functional teams to resolve complex customer issues promptly.
- Led customer service team to enhance satisfaction through training and performance evaluations.
- Developed and implemented new processes for handling customer inquiries effectively.
- Maintained knowledge of product offerings to assist customers with accurate information.
- Monitored service metrics, providing insights to drive continuous improvement initiatives.
- Mentored staff on best practices for exceptional customer interactions and conflict resolution.
- Oversaw scheduling and resource allocation to ensure optimal coverage during peak hours.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Kept accurate records to document customer service actions and discussions.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Created and reviewed invoices to confirm accuracy.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Elevated customer satisfaction with detailed training programs for support staff.
- Collaborated with IT department to streamline customer data management.
- Improved team morale by establishing recognition program for exceptional customer service.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Designed incentive programs to motivate staff and improve service levels.
- Improved service delivery consistency by monitoring and adjusting workflows.
- Coordinated with product development team to address frequent customer issues.
- Fostered culture of continuous improvement, leading to consistently high service standards.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
Bachelor of Science - Human Resources Management
Western Governors University
Salt Lake City, UT12-2025
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Relationship building
Computer proficiency
Conflict resolution
Complaint handling
Complaint resolution
Customer satisfaction measurement
Professional telephone demeanor
Microsoft outlook
Scheduling
Follow-up skills
Product knowledge
Paperwork processing
Order processing
Team development
Documentation
Administrative support
Microsoft Office Suite
Microsoft PowerPoint
Customer relationship management (CRM)
Prioritization
Staff training
De-escalation techniques
Building rapport
Filing
Product sales
Product and service solutions
Multi-line phone talent
Coordination
Sales expertise
Assertiveness
Store maintenance
Recordkeeping strengths
Reading comprehension
Service upselling
Staff education and training
Retail store support
Service standard compliance
Product promotion
Document control
Brand representation
Escalation management
Shipping and logistics
POS systems expert
Training development aptitude
Delivery scheduling
System implementation
Report creation
Timeline
Customer Service Representative
BJ's Wholesale
11.2019 - 08.2021
Customer Service Manager
Meijer
09.2003 - 01.2019
Bachelor of Science - Human Resources Management
Western Governors University