K'nesha Wilkes

Publix Supermarket inc.

01.2019 - 06.2024

Led customer service team, enhancing satisfaction rates through targeted training
Implemented efficient workflows, reducing wait times and boosting store productivity
Spearheaded customer service initiatives, driving satisfaction rates through targeted team training
Streamlined workflows, cutting wait times and elevating store efficiency
Analyzed customer feedback data to identify service gaps and implement targeted improvements
Monitored key performance indicators, driving continuous team development
Cultivated a cohesive team environment, enhancing interdepartmental communication
Partnered with management to align service standards with company vision, elevating overall store performance
Anticipated evolving customer needs, proactively adapting service strategies
Championed innovative solutions, positioning the team as industry leaders in customer satisfaction.
Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
Checked status of orders and back-ordered products to coordinate efficient shipments.
Evaluated customer service staff performance and provided constructive feedback.

Summary