MAKENZIE NORMAN
Camden,SC
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Overview
16
16
years of professional experience
Work History
Customer Service Supervisor
Richland Library
03.2023 - Current
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Created, prepared, and delivered reports to various departments.
Customer Service Specialist
Richland Library
04.2019 - 03.2023
- Assist patrons with anything they may need
- Show them around the library
- Communicate with customers, employees and other individuals to answer questions and explain information
- Organize and maintain materials
- Order and Receive materials through MUNIS
- Troubleshoot any technical issues to the best of my ability
- Create programs and displays
- Host programs
- Answer phones
- Create marketing materials
- Order and process Baker & Taylor book leases
- Assist in scheduling when the manager is out of office.
Office Administration Manager/Leasing Consultant
McCall, Residential
10.2016 - 04.2019
- Toured and leased apartments for anyone qualified
- Computed, recorded, and proofread data,records and reports
- Created standard quarterly marketing collateral while ensuring all deadlineswere met
- Calculated, prepared, and issued bills, invoices and account statements according toestablished procedures
- Communicated with customers, employees and other individuals toanswer questions and explain information
- Collected payments and maintained delinquency forproperty.
Leasing Consultant
Pegasus Residential
04.2014 - 10.2016
- Toured and leased apartments for anyone qualified
- Computed, recorded, and proofread data,records and reports
- Planned and executed special events for residents
- Communicated withcustomers, employees and other individuals to answer questions and explain information
- Trainednew employees of equal or higher positions
- Followed up with prospects and residents aboutleasing and delinquency
- Managed resident accounts and files.
Team Member
Chick-Fil-A
10.2012 - 12.2013
- Took necessary steps to meet customer needs and effectively resolve food or service issues
- Correctly received orders, processed payments and responded appropriately to guest concerns
- Communicated clearly and positively with co-workers and management
- Resolved guestcomplaints promptly and professionally
- Prepared and served beverages such as coffee, tea andfountain drinks
- Quickly and efficiently processed payments and made accurate change
- Carefullymaintained sanitation, health and safety standards in all work areas.
Team Member
Little Caesars
05.2008 - 08.2012
- Took necessary steps to meet customer needs and effectively resolve food or service issues
- Up-soldadditional menu items, beverages and desserts to increase restaurant profits
- Recorded customer ordersand repeated them back in a clear, understandable manner
- Correctly received orders, processed paymentsand responded appropriately to guest concerns
- Served fresh, hot food with a smile in a timely manner
- Communicated clearly and positively with co-workers and management
- Resolved guest complaintspromptly and professionally
- Cut and chopped food items and cooked on a grill or in fryers
- Operated large-volume cooking equipment such as grills, deep-fat fryers and griddles
- Accurately measured ingredientsrequired for specific food items
- Closely followed standard procedures for safe food preparation, assemblyand presentation to ensure customer satisfaction
- Frequently washed and sanitized hands, food areas andfood preparation tools
- Performed general maintenance duties, including mopping floors, washing dishes,wiping counter tops and emptying grease traps.
Education
High School Diploma -
Lugoff Elgin High School
Lugoff05.2010
Skills
- Customer Service
- Customer Satisfaction
- Computer Literate
- Troubleshooting
- Phone skills
- MUNIS Ordering
- Ordering/Processing Book Leases
- Scheduling
- Marketing
- Account Management
- Social media marketing
- Accounts Payable/Receivable
- Checked figures, postings and documents for correct entry, mathematical accuracy and proper
- MS Office
- Account Updates
- Inter-department collaboration
Accomplishments
- Within 4 years of working for Richland Library Blythewood, I was given the opportunity to be promoted to a Supervisor.
- I have been able to learn and successfully put into practice library skills such as; MUNIS ordering, ordering and processing book leases, book repairing in 3 years of working with Richland Library.
- Was nominated for Leasing Consultant of the Year in the state of South Carolina
- Kept a steady property occupancy of 95% to 98% for over 6 months.
Timeline
Customer Service Supervisor
Richland Library
03.2023 - Current
Customer Service Specialist
Richland Library
04.2019 - 03.2023
Office Administration Manager/Leasing Consultant
McCall, Residential
10.2016 - 04.2019
Leasing Consultant
Pegasus Residential
04.2014 - 10.2016
Team Member
Chick-Fil-A
10.2012 - 12.2013
Team Member
Little Caesars
05.2008 - 08.2012
High School Diploma -
Lugoff Elgin High School
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