Kristen Boarman
Fort Mitchell
Summary
Dynamic leader with a proven track record at Publix Supermarkets, Inc, excelling in customer engagement and conflict resolution. Skilled in training and mentoring, enhanced customer satisfaction, and streamlined operations for increased efficiency. Achieved significant improvements in team productivity and customer service standards, demonstrating exceptional sales proficiency and team development capabilities.
Experienced with team leadership, conflict resolution, and process improvement. Utilizes these skills to enhance customer satisfaction and operational efficiency. Track record of fostering collaborative environments and addressing customer concerns effectively.
Overview
5
5
years of professional experience
Work History
Assistant Customer Service Manager
Publix Supermarkets, Inc
12.2023 - 11.2024
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
Customer Service Team Leader
Publix Supermarkets, Inc
05.2023 - 12.2023
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Streamlined team processes for increased efficiency and productivity.
- Led by example through consistently maintaining excellent performance standards.
- Evaluated customer service staff performance and provided constructive feedback.
Customer Service Staff
Publix Supermarkets, Inc
06.2022 - 05.2023
- Trained new hires on company procedures and best practices for handling customer inquiries efficiently and effectively.
- Developed rapport with customers through friendly communication, building trust in the brand and promoting loyalty.
- Ensured strict adherence to organizational policies regarding privacy, security, and overall customer safety during all interactions.
- Resolved issues for improved customer relations, utilizing active listening and empathy during interactions.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Hygiene Coordinator
Albert Caves, DMD
11.2019 - 08.2021
- Managed patient inquiries with professionalism, addressing concerns regarding treatments or financial responsibilities promptly and effectively.
- Promoted oral health education within the community by organizing and participating in outreach events.
- Identified trends in patient needs or preferences related to preventive oral care services offered by the practice.
- Maintained strict compliance with OSHA regulations and infection control protocols, ensuring a safe environment for both patients and staff members.
- Contributed to the practice''s growth and success by consistently meeting or exceeding hygiene department revenue goals.
- Reduced wait times for appointments through efficient management of the hygiene schedule.
- Strengthened interdepartmental communication by serving as a liaison between hygienists, dentists, and administrative staff.
- Collaborated with dental professionals to develop individualized treatment plans for patients, optimizing their oral health outcomes.
- Ensured accurate treatment records by diligently updating and maintaining patient files.
- Streamlined recall system processes, resulting in increased appointment confirmations among existing patients.
- Increased patient retention with exceptional customer service and prompt follow-up communication.
Education
Master of Science - Clinical Psychology
Capella University
Minneapolis MA07-2019
Skills
- Sales proficiency
- Cash handling
- Customer engagement
- Customer relations
- Training and mentoring
- Conflict resolution
- Goal setting
- Team development
- Schedule management
- POS system operations
- Schedule coordination
- Training programs
- Conflict mediation
Timeline
Assistant Customer Service Manager
Publix Supermarkets, Inc
12.2023 - 11.2024
Customer Service Team Leader
Publix Supermarkets, Inc
05.2023 - 12.2023
Customer Service Staff
Publix Supermarkets, Inc
06.2022 - 05.2023
Hygiene Coordinator
Albert Caves, DMD
11.2019 - 08.2021
Master of Science - Clinical Psychology
Capella University
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