Mary Grace Loughman
Assistant Customer Service Manager
Greenville,SC
Summary
Dynamic customer service professional with extensive experience at Publix Supermarkets, excelling in training and mentoring teams to enhance customer engagement. Proven track record in conflict mediation and schedule management, consistently achieving KPI goals while fostering a collaborative work environment. Committed to driving team success and improving customer satisfaction.
Overview
5
5
years of professional experience
Work History
Assistant Customer Service Manager
Publix Supermarkets
10.2023 - Current
- Conducted training and mentored associates to promote productivity and commitment to providing premier customer service. Along with training new hires on company policies and procedures.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Cultivated positive rapport with fellow associates to boost Publix culture and promote associate retention.
- Interviewed, hired, and trained associates to meet company objectives.
- Contributed to team success by consistently achieving KPI goals set for our Customer Service department.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Customer Service Team Leader
Publix Supermarkets
09.2022 - 10.2023
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Led by example through consistently maintaining excellent performance standards.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Conducted regular associate huddles to discuss what we needed to focus on as a team to provide premier customer service to our customers.
- Ensured payroll was ran effectively and efficiently, so that all associates got paid on time and accurately.
Intern
Publix Supermarkets
08.2020 - 06.2021
- Evaluated needs of departments and delegated tasks to optimize overall proformance.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Managed inventory and supplies to ensure materials were available when needed.
- Maintained updated knowledge through continuing education and advanced training.
Education
High School Diploma -
Spring Hill High School
Chapin, SC06-2021
Skills
- Cash handling
- Customer engagement
- Training and mentoring
- Customer relations
- Schedule management
- Inventory control
- Conflict mediation
- Team building and leadership
Timeline
Assistant Customer Service Manager
Publix Supermarkets
10.2023 - Current
Customer Service Team Leader
Publix Supermarkets
09.2022 - 10.2023
Intern
Publix Supermarkets
08.2020 - 06.2021
High School Diploma -
Spring Hill High School
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