Maggie Gavins
Progressive
Niles,OH
5
years of professional experience
Dynamic Customer Relations Manager with a proven track record at Progressive, excelling in conflict resolution and team coaching. Adept at enhancing customer retention through strategic communication and relationship building. Recognized for implementing quality assurance processes that improved service standards and streamlined operations, fostering a positive environment that drives team motivation.
Work History
Customer Relations Manager
1 Year 9 Months- Led customer escalation resolution, balancing policy requirements with service recovery expectations.
- Coached team members on complaint handling, retention conversations, and conflict de-escalation techniques.
- Streamlined follow-up workflows to improve consistency across customer correspondence and case documentation.
- Reviewed service trends to identify recurring issues and recommend process improvements.
- Monitored customer interactions for quality, accuracy, and compliance with service standards.
- Partnered with operations teams to resolve complex account issues and reduce repeat contacts.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Contributed to product development efforts by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
- Created customer support strategies to increase customer retention.
- Implemented effective communication strategies for better understanding of customer needs and expectations.
- Made customers aware of current and new programs and services.
Retail Store Manager
3 Years 7 Months- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
- Increased average transaction value by upselling products, promoting add-ons, and cross-selling complementary items.
- Supervised daily store operations, maintaining compliance with merchandising, cash handling, and safety standards.
- Scheduled staff coverage to support store readiness, peak traffic, and operational efficiency.
- Monitored inventory levels, processed freight, and maintained accurate merchandise presentation.
- Controlled shrink through cash audits, cycle counts, and policy enforcement.
- Reduced shrinkage levels by closely monitoring security measures, conducting staff training, and implementing loss prevention initiatives.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Collaborated with upper management to create strategic plans that supported store growth and expansion initiatives.
- Collaborated with upper management to develop strategic plans for store growth and expansion.
- Boosted employee retention rates by fostering a positive work environment, providing growth opportunities, and offering competitive compensation packages.
- Cultivated strong vendor relationships to secure timely product delivery and negotiate favorable payment terms or bulk purchase discounts.
Education
Certified Home Health Aid
Child Developement
High School Diploma
Skills
Strong work ethic
Quality assurance
Workload management
Training manages as well as assistant managers
Customer service
Customer relations
Problem-solving
Multitasking and organization
Store operations
Training and mentoring
Store opening and closing
Team leadership
Friendly and positive
Outstanding communication skills
Inventory management
Team leadership and coaching
Store merchandising
Cash management
Retail inventory management
Shift scheduling
Employee training
Inventory control
Recruitment and hiring
POS systems
Goals and performance
Team motivation
Leadership development
Supply ordering
Policies and procedures
Store displays
Staff supervision
Staff management
Sales expertise
Employee scheduling
Documentation and reporting
Relationship building and management
Strategic thinker
Operations
Order management
Team development
Product merchandising
Payroll management
Sales professional
Accurate money handling
Bank deposit procedures
Loss prevention procedures
Retail merchandise quality standards
Bank and safe deposits
Accomplishments
Star award
Great race award
Timeline
Customer Relations Manager
Progressive
01.2025 - 10.2026Read More
Retail Store Manager
Family Dollar
06.2021 - 01.2025Read More
Aides At Home
Certified Home Health Aid
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North Hampton Community College
Child Developement
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Deleware Valley High School
High School Diploma
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