Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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MACKENZIE SHADE

Jacksonville,North Carolina

Summary

Experienced supervisor and customer service representative with the ability to train and motivate staff to meet challenging performance targets and consistently satisfy customers with high-quality service. Focused on keeping the department efficient and cost-effective while creating a positive experience for both the customer and fellow co-workers with over 7 years of experience.

Overview

7
7
years of professional experience

Work History

Shift Supervisor

CVS Pharmacy
09.2023 - Current
  • Trained new employees and delegated daily tasks and responsibilities.
  • Completed store opening and closing procedures and balanced tills.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Responded to and resolved customer questions and concerns.
  • Helped store management meet standards of service and quality in daily operations.
  • Enforced company policies and regulations with employees.
  • Conducted routine inspections to check quality and compliance with established specifications.

U.S. Marine

USMC
08.2019 - 08.2023
  • Inspected and repaired systems to maximize performance
  • Trained continuously on weaponry, tactics and maneuvers to maintain mission readiness
  • Cleaned and maintained weaponry following official procedures for optimum reliability
  • Used technical expertise and sound military judgment to learn and perform complex procedures
  • Leveraged Microsoft skills to input and compile data gathered from various sources
  • Motivated and encouraged team members to communicate more openly and constructively with each other
  • Understood and followed oral and written directions
  • Displayed strong telephone etiquette, effectively handling difficult calls
  • Monitored logs and work records to track and manage reports, inventory and supplies
  • Monitored and directed work of lower-level clerks
  • Reviewed files, records and other documents to obtain information or respond to requests
  • Performed office automation duties using email, desktop publishing and spreadsheets
  • Assisted in managing over 250 Marines for training, duty, and day to day operations
  • Excessive use in Microsoft Teams, Word, Excel, etc
  • Which has allowed me to further my knowledge on resources and tools online.
  • Utilized best practices and troubleshooting techniques to resolve machinery issues.

Store Manager in Training Extern

CVS Health
04.2023 - 06.2023
  • Displayed excellent customer service behaviors
  • Increased customer service throughout the district and in select stores helping all stores reach YTD service excellence stores
  • Demonstrated consistent progression throughout the training
  • Displaying strong leadership skills; able to prioritize, delegate tasks, and make sound decisions quickly while maintaining a focus on the bottom line
  • Developed individual customer service and sales goals and motivated store employees to achieve set goals
  • Maintained impeccable standards of training store and immediately addressed issues with program success or participants' progress to consistently meet objectives
  • Leveraged communication, coaching and feedback skills to deliver highly effective training programs
  • Managed daily operations and monitored activities to guarantee compliance with SOPs and safety regulations.

Receptionist

Infiniti of Grand Rapids
01.2019 - 07.2019
  • Greeted and directed visitors to appropriate personnel and answered average of 120 calls and emails daily
  • Greeted customers, answered general questions and directed to appropriate locations
  • Composed and prepared routine correspondence, letters and reports with job-related software
  • Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules
  • Protected clients' rights by maintaining confidentiality of personal and financial information
  • Answered and directed incoming calls using multi-line telephone system professionally.

Receptionist

Masters Financial
06.2018 - 07.2019
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries
  • Protected clients' rights by maintaining confidentiality of personal and financial information
  • Served visitors by greeting, welcoming and directing to appropriate personnel
  • Scheduled appointments and maintained and updated appointment calendars
  • Maintained client accounts by obtaining, recording and updating personal and financial information
  • Scheduled and confirmed appointments and meetings for management team
  • Updated and recorded customer or client information to maintain accounts.

Brand Representative

Hollister.Co
05.2017 - 07.2019
  • Created experiences that drove business results and customer brand engagement
  • Restocked shelves at retail locations with products to match planned demonstrations
  • Recommended, selected and helped locate merchandise based on guest needs and desires
  • Organized and carried out promotional events, set up and tore down event sites and interacted with customers
  • Cleaned and organized spaces to maintain neat promotional spaces
  • Shared feedback and ideas with management to improve processes
  • Built relationships and personalized future client development opportunities by collecting customer data
  • Promoted positive company image through superior customer service experiences
  • Maintained inventory integrity and accuracy to protect company assets
  • Gave out product samples, coupons and pamphlets to encourage sales
  • Increased sales by encouraging customers to purchase additional products and services
  • Put together eye-catching displays to attract potential customers and encourage questions.

Customer Service

Biggby
11.2018 - 04.2019
  • Designed new recipes and adhered to recipe and presentation standards for specialty coffee drinks
  • Memorized recipes for specialty coffee beverages and seasonal offerings
  • Restocked counter and customer areas to maintain adequate items levels for expected needs
  • Educated customers on beverage menu items and provided samples of daily brews
  • Repaired minor issues with equipment and handled troubleshooting tasks to keep coffee machines operational
  • Gave details on coffee blends and preparation descriptions to customers
  • Maintained clean and organized workspace, enabling coworkers to locate resources and product
  • Maintained calm demeanor during high-volume periods and special events
  • Protected customers by regularly cleaning and sanitizing work areas and equipment
  • Prepared and served coffee, espresso drinks, blended coffees and teas
  • Created complex, hand-crafted beverages based upon customer preferences.

Sales Team Member

Rue21
06.2016 - 06.2017
  • Fostered relationships with customers to expand customer base and retain business
  • Drove substantial sales through suggestive selling and by promoting add-on purchases
  • Answered product questions with up-to-date knowledge of sales and promotions
  • Monitored customer order process and addressed customer issues
  • Presented products and services to prospective and existing customers to meet client needs
  • Created successful strategies to develop and expand customer sales.

Education

High School Diploma -

Caledonia High School
Caledonia, MI
05.2019

Skills

  • Critical Thinking
  • Conflict Resolution
  • Organizational Skills
  • Team Building
  • First Aid/CPR
  • Microsoft Office
  • Active Listening
  • Team Management
  • Relationship Building
  • Supervision & Leadership
  • Customer Focused Service
  • Manage Budgets
  • Conflict Resolution Techniques
  • Business Development
  • Document Management
  • Email Software
  • Staff Management
  • Microsoft Excel
  • Microsoft Outlook
  • Business Administration
  • Order Supplies
  • Hiring and Training
  • Project Management
  • Guest Satisfaction
  • Cash Register Operations
  • Customer Satisfaction

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of over 75 staff members.

Timeline

Shift Supervisor

CVS Pharmacy
09.2023 - Current

Store Manager in Training Extern

CVS Health
04.2023 - 06.2023

U.S. Marine

USMC
08.2019 - 08.2023

Receptionist

Infiniti of Grand Rapids
01.2019 - 07.2019

Customer Service

Biggby
11.2018 - 04.2019

Receptionist

Masters Financial
06.2018 - 07.2019

Brand Representative

Hollister.Co
05.2017 - 07.2019

Sales Team Member

Rue21
06.2016 - 06.2017

High School Diploma -

Caledonia High School

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MACKENZIE SHADE