Overview
Work History
Education
Skills
Timeline
Generic

LORI POPE

BROOKSVILLE,FL

Overview

22
22
years of professional experience

Work History

Customer Service Representative

Conduent Solutions
, TX
10.2023 - Current
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Provided accurate information about products and services to customers.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Developed positive relationships with customers through friendly interactions.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Resolved customer complaints promptly and efficiently.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Developed strong relationships with customers by providing personalized assistance and support.

Manager

SUBWAY®Restaurants
Oswego, NY
01.2014 - 02.2020
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Conducted performance reviews for team members.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Provided leadership during times of organizational change or crisis situations.
  • Analyzed customer feedback data to develop action plans for improving services offered.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Ensured compliance with industry regulations and company policies.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Managed inventory levels to meet demand without overstocking, reducing waste.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Recruited and hired qualified candidates to fill open positions.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Monitored staff performance and addressed issues.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Conducted performance evaluations, providing feedback and coaching for team development.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Oversaw daily operations, maintaining efficiency and quality standards.

Supervisor

Janitronics Inc.
Liverpool, NY
03.2002 - 06.2018
  • Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Participated in recruitment efforts by interviewing prospective candidates for open positions.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Directed and supervised team of 15 employees in daily operations.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Performed monthly inventory checks to ensure sufficient stock levels for all products.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Led weekly team meetings to discuss progress, address issues, and plan future actions.
  • Monitored employee attendance, addressing any punctuality or absenteeism issues.
  • Acted as a liaison between upper management and staff, facilitating open communication.
  • Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
  • Trained new employees on company policies, job duties, and performance expectations.
  • Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
  • Implemented new operational procedures, increasing efficiency.
  • Identified needs of customers promptly and efficiently.

Education

GED -

Cicero High School
Cicero, NY
01-1984

Skills

  • Complaint resolution
  • Scheduling
  • Complaint Handling
  • Problem Resolution
  • Call Center Operations
  • Positive and professional
  • Quality Control
  • Staff Training
  • Conflict Resolution
  • Order Fulfillment
  • Problem-solving abilities

Timeline

Customer Service Representative

Conduent Solutions
10.2023 - Current

Manager

SUBWAY®Restaurants
01.2014 - 02.2020

Supervisor

Janitronics Inc.
03.2002 - 06.2018

GED -

Cicero High School
LORI POPE