Summary
Overview
Work History
Education
Skills
Timeline
Generic

Landon Rapier

Wichita - KS,KS

Summary

Proven leader in customer service management at Dillons, adept in Microsoft Office and team leadership, significantly reduced complaints through innovative problem-solving and effective team training. Excelled in building customer loyalty and enhancing team performance, demonstrating exceptional interpersonal communication and decision-making skills.

Overview

13
13
years of professional experience

Work History

Customer Service Manager

Dillons
06.2023 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • 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.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Kept accurate records to document customer service actions and discussions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Assistant Customer Service Manager

Dillons
08.2018 - 06.2023
  • 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.
  • Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
  • Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Developed strong relationships with clients, ensuring a positive experience and cultivating repeat business.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Worked closely with Customer Service Manager to ensure everyday tasks and metric were completed or met in timely manner.

Front End Supervisor

Dillons
10.2014 - 08.2018
  • Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
  • Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
  • Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
  • Monitored cash drawers in [Number] checkout stations to verify adequate cash supply.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Ensured compliance with company policies and local regulations through regular audits of cash registers, transaction records, and employee behaviors on duty.
  • Coached and mentored team members for better performance, leading to higher levels of productivity and job satisfaction.
  • Enhanced customer satisfaction by effectively managing front-end operations and addressing customer concerns promptly.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Worked with Department Managers to ensure the Front End ran smoothly and was staying in line with standards and metrics.

Customer Service Representative

Dillons
07.2012 - 10.2014
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Cashier

Dillons
08.2011 - 07.2012
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.

Courtesy Clerk

Dillons
04.2011 - 08.2011
  • Bagged customer items efficiently using proper techniques to protect delicate items and separate different groups of merchandise.
  • Maintained cleanliness of store premises, resulting in an inviting shopping environment for customers.
  • Helped customers take merchandise out of store and loaded items into vehicles.
  • Helped maintain a positive store image by keeping entranceways clean, clear, and welcoming for customers.
  • Returned unwanted items to correct store locations and restocked shelves.
  • Supported cashier operations by efficiently retrieving shopping carts and baskets for customer use.
  • Assisted elderly or disabled customers with loading groceries into vehicles upon request, demonstrating compassion and care in all interactions.
  • Collaborated with team members to maintain a well-organized and efficient work area.
  • Promoted a safe shopping environment through vigilant monitoring of potential hazards such as spills or cluttered aisles, addressing issues promptly as they arose.

Education

No Degree - Business Administration And Management

Wichita State University
Wichita, KS
05.2026

Skills

  • Customer Service
  • Problem-Solving
  • Microsoft Outlook, Word, and Excel
  • Customer-focused
  • Time Management
  • Training and mentoring
  • Decision-Making
  • Cash Handling
  • Adherence to high customer service standards
  • Exceptional interpersonal communication
  • Team Building and Leadership
  • Effective workflow management
  • Exceptional telephone etiquette
  • Relationship Building
  • Handling Escalations
  • Call Center Management
  • Staff Training
  • Schedule Management
  • Deadline-oriented
  • Positive and Constructive Feedback
  • New Hire Training
  • Performance Evaluations
  • Computer Skills
  • Team Leadership
  • Problem Resolution

Timeline

Customer Service Manager

Dillons
06.2023 - Current

Assistant Customer Service Manager

Dillons
08.2018 - 06.2023

Front End Supervisor

Dillons
10.2014 - 08.2018

Customer Service Representative

Dillons
07.2012 - 10.2014

Cashier

Dillons
08.2011 - 07.2012

Courtesy Clerk

Dillons
04.2011 - 08.2011

No Degree - Business Administration And Management

Wichita State University

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