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, NY01-1984
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