Laura Lee
North Waterboro,ME
Summary
Dynamic customer service professional with extensive experience at Hannaford Supermarket, excelling in employee training and regulatory compliance. Proven track record in enhancing operational efficiency and resolving complex customer issues. Strong communication and relationship-building skills drive exceptional service delivery and team performance. Committed to fostering a positive work environment and achieving customer satisfaction.
Overview
27
27
years of professional experience
Work History
Assistant Manager, Customer Service
Hannaford Supermarket
Waterboro, ME
10.2023 - Current
- Conducted regular performance reviews with team members to ensure quality standards are met.
- Trained and supervised customer service staff on policies, procedures, and best practices.
- Participated in weekly meetings with senior management for status updates.
- Resolved escalated complaints from customers in a timely manner.
- Developed training materials for new employees related to customer service protocols.
- Provided customer service and assistance to customers in resolving issues and concerns.
- Coordinated with other departments to ensure customer satisfaction.
- Assisted in the development of new processes to improve customer service efficiency.
- Ensured compliance with all applicable laws, regulations, and company policies.
- Managed day-to-day operations of the Customer Service department.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Bookkeeper
Hannaford Supermarket
Waterboro , ME
06.2023 - Current
- Collaborated with external auditors during annual audits of company finances.
- Ensured accuracy in all accounting entries and records.
- Developed internal control procedures to ensure accurate recordkeeping.
- Posted journal entries to the general ledger system accurately and timely.
- Maintained and reconciled general ledger accounts.
- Performed month-end closing activities.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Prepared accurate financial reports each month by collecting, analyzing, and summarizing account information.
Customer Service Team Lead
Hannaford Supermarket
Waterboro, ME
03.2022 - Current
- Managed daily operations of the team including scheduling shifts, assigning tasks.
- Acted as a liaison between customers and internal teams such as IT support or product development.
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Coordinated and supervised customer service team in order to ensure quality service delivery.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
Customer Service Representative
LLBean
Portland , ME
09.2021 - 03.2024
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided accurate information about products and services to customers.
- Answered customer inquiries via phone, email, and chat.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Service Manager
The Egg & I Restaurants
Scarborough, ME
07.2012 - 03.2020
- Maintained detailed records of sales transactions and daily shift reports.
- Provided exceptional customer service by anticipating guest needs before they arise.
- Ensured compliance with all food safety regulations and sanitation standards.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Ordered supplies from vendors as needed while staying within budget guidelines.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
Service Manager
Outback Steakhouse
South Portland, ME
08.2010 - 06.2012
- Maintained detailed records of sales transactions and daily shift reports.
- Provided exceptional customer service by anticipating guest needs before they arise.
- Developed strategies for improved operational efficiency and customer satisfaction.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Ordered supplies from vendors as needed while staying within budget guidelines.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
Restaurant Manager
Dennys Restaurant
Hanford, CA
07.1998 - 04.2010
- Provided exceptional customer service by anticipating guest needs before they arise.
- Ensured compliance with all food safety regulations and sanitation standards.
- Developed strategies for improved operational efficiency and customer satisfaction.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Performed regular maintenance checks on equipment to ensure proper functioning.
- Ordered supplies from vendors as needed while staying within budget guidelines.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
Education
Associate of Science - Biology
Ventura College
Ventura, CASkills
- Scheduling
- Employee training
- Customer service
- Regulatory compliance
- Inventory management
- Communication skills
- Relationship building
- Multitasking and organization
- Staff training and development
Timeline
Assistant Manager, Customer Service
Hannaford Supermarket
10.2023 - Current
Bookkeeper
Hannaford Supermarket
06.2023 - Current
Customer Service Team Lead
Hannaford Supermarket
03.2022 - Current
Customer Service Representative
LLBean
09.2021 - 03.2024
Service Manager
The Egg & I Restaurants
07.2012 - 03.2020
Service Manager
Outback Steakhouse
08.2010 - 06.2012
Restaurant Manager
Dennys Restaurant
07.1998 - 04.2010
Associate of Science - Biology
Ventura College