Lashanta Cole
Memphis,TN
Summary
Dynamic Customer Service Manager with extensive experience at Pizza Hut, excelling in problem-solving and training. Proven track record of enhancing customer satisfaction through effective complaint resolution and team mentorship. Skilled in Microsoft Excel, I foster strong client relationships and implement strategies that significantly reduce complaints while promoting a collaborative work environment.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Pizza Hut
05.2023 - 02.2025
- Managed customer inquiries and resolved issues to enhance satisfaction and loyalty
- Trained staff on service protocols and menu knowledge to improve team performance
- Developed and implemented training programs to streamline onboarding processes
- Analyzed customer feedback to identify trends and inform service improvements
- Coordinated inventory management, ensuring stock levels met operational demands
- Oversaw daily operations, maintaining efficiency in service delivery during peak hours
- Collaborated with marketing to promote special offers and increase customer engagement
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Led team meetings to reinforce goals, share best practices, and foster collaboration
- 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.
- 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.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
Education
GED -
Sheffield High School
Memphis, TN07.2009
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Training and mentoring
- Time management
- Decision-making
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
Accomplishments
- Successfully recruited and trained Number new customer service representatives.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of Number staff members.
- Achieved Result by introducing Software for Type tasks.
Affiliations
- Project Management Institute
- International Association of Administrative Professionals
Certification
None
Languages
English
Full Professional
Timeline
Customer Service Manager
Pizza Hut
05.2023 - 02.2025
GED -
Sheffield High School