Maria King
Lyles,TN
Summary
- S.T.E.P. graduate 2023-2024
- Employee of the Month January 2024
- Rising Star Badge November 2024
Dynamic Senior Customer Experience Advisor at Lee Company with a proven track record in enhancing workflow efficiency and customer satisfaction. Skilled in quality assurance and conflict resolution, I excel at mentoring teams and optimizing performance. Passionate about delivering exceptional service and fostering strong customer relationships to drive retention and success.
Overview
14
14
years of professional experience
Work History
Senior Customer Experience Advisor
Lee Company
08.2022 - Current
- Supported Contact Center Supervisor team of 8 agents with administrative operations, including tracking and coordinating maintenance requests across multiple service areas
- Collaborated with outbound teams to ensure timely fulfillment of maintenance requests, improving workflow efficiency
- Monitored scheduling systems for errors and proactively issued feedback reports to CEAs, maintaining accurate staffing and documentation
- Acted as a liaison between customers and internal departments to resolve complex and escalated issues quickly and accurately
- Conducted quality assurance audits and delivered actionable feedback to team members, helping maintain high service standards
- Assisted in supervising and mentoring customer service representatives, contributing to improved performance and customer satisfaction
- Assisted with dispatch operations by handling inbound technician calls, including ordering parts, scheduling return visits, adding urgent work-ins, resolving field concerns, and verifying warranty information
- Coordinated scheduling logistics, including meetings, project time blocks, and resource planning to support team productivity
Assistant Store Manager
O’Reilly Auto Parts
04.2017 - 08.2022
- Managed daily cash operations, including balancing safes and tills to ensure accuracy and compliance with company procedures
- Completed end-of-day financial reconciliation, closing invoices and resolving outstanding balances
- Created staff schedules and coordinated breaks and lunches to maintain efficient store coverage
- Delivered customer service by handling phone inquiries and processing transactions at point-of-sale registers
- Coordinated warehouse return shipments by organizing palletized inventory and preparing items for transfer to distribution center
- Supported delivery operations by assisting drivers in locating and staging items for scheduled orders
- Participated in multi-store inventory counts across Middle Tennessee and Nashville, ensuring accurate stock levels
- Assisted product managers with merchandising, including setting sales floors and stocking newly delivered inventory
- Provided cross-functional support as needed, including completing inter-store deliveries to maintain operations continuity
Store Manager
Claire’s
04.2012 - 04.2017
- Developed employee schedules and set daily sales goals, allocating targets based on staffing levels to drive team performance
- Managed cash operations, including balancing safes and tills to ensure financial accuracy and accountability
- Oversaw daily store operations, including inventory stocking, merchandising, and maintaining store cleanliness and organization
- Led store resets by interpreting planograms, delegating tasks, and motivating team members to complete projects efficiently
- Recruited, interviewed, hired, and trained new employees, including onboarding in register operations, opening/closing procedures, and customer service standards
- Supervised team members to ensure high-quality customer service and adherence to company policies
- Supported new store openings and provided coverage across multiple locations, including inventory management and temporary store leadership
Education
High School Diploma -
Dickson County High School
01-2004
Some college classes
Austin Peay State University
Skills
- Customer relationship management
- Quality assurance
- Workflow coordination
- Logistics scheduling
- Staff training
- Effective communication
- Problem solving
- Performance analysis
- Conflict resolution
- Attention to detail
- Experience optimization
- Team building
- Customer retention strategies
Accomplishments
- S.T.E.P. Graduate 2023-2024
- Employee of the Month January 2024
- Rising Star Badge
Timeline
Senior Customer Experience Advisor
Lee Company
08.2022 - Current
Assistant Store Manager
O’Reilly Auto Parts
04.2017 - 08.2022
Store Manager
Claire’s
04.2012 - 04.2017
High School Diploma -
Dickson County High School
Some college classes
Austin Peay State University