Mashawn Gray
Rochester,NY
Overview
4
4
years of professional experience
Work History
Manager
KFC
Rochester, NY
07.2022 - Current
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Trained employees on additional job positions to maintain coverage of roles.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and hired qualified candidates to fill open positions.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Conducted quality, timely performance feedback and performance appraisals.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Maintained adequate staffing to meet objectives within budget.
- Entered time and attendance logs in preparation for payroll.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
Assistant Store Manager
Family Dollar
Rochester, NY
02.2022 - Current
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Coached and developed store associates through formal and informal interactions.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability.
- Handled scheduling for store shifts to achieve adequate staffing.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
- Reviewed inventory and sales records to prepare reports for management and budget departments.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Examined merchandise to correctly price and display products.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Assisted customers, answered questions and resolved problems for stellar customer service.
- Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.
- Oversaw daily operations by delegating tasks, managing shift changes and conducting keyholder duties to open and close business.
- Oversaw inventory receiving, stocking, pricing and returns by coordinating with vendors and directing employees.
- Recruited, interviewed and hired qualified employees to provide top-quality service.
- Scheduled staff to assign employee shifts according to departmental and business needs.
- Analyzed inventory trends to guide product ordering and develop sales promotions to minimize overstock.
- Boosted sales through attractive merchandise presentation, competitive pricing and adequate inventory.
Cashier Manager
Tops Friendly Markets
Rochester, NY
01.2021 - 01.2022
- Supervised counting cash drawers and making bank deposits in compliance with store opening and closing procedures.
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Built and maintained working relationships with peers and upper management.
- Resolved customer problems by investigating issues, answering questions, and building rapport.
- Processed payments for customers quickly and accurately to exceed productivity standards.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
- Taught junior employees how to meet operational and sales goals with proactive strategies.
- Verified customer age requirement for alcohol or tobacco purchases.
- Monitored cash drawers in multiple checkout stations to verify adequate cash supply.
- Reviewed store policies and made changes to streamline operations and increase productivity.
- Directed cleaning, trash removal, and sanitation procedures to keep aisles and register area organized.
- Performed merchandising and signage updates during weekly and seasonal promotional changes.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
Call Center Agent
ManpowerGroup
Rochester, NY
12.2020 - 09.2021
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Managed high-volume of inbound and outbound customer calls.
- Explained key information regarding products and services to customers to encourage informed decision-making.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Documented customer inquiries and feedback and entered service delivery suggestions in company database.
- Helped clients navigate online systems within established frameworks to obtain services.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Corrected issues by giving agents targeted and highly constructive feedback.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Consulted with customers regarding needs and addressed concerns.
- Took over 300 inbound calls per day, attentively listening to customers' questions and concerns and increasing customer base 100%.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Completed high volume of outbound calls per day with above-average conversion rate.
- Promoted product offerings to drive growth and exceed benchmarks.
- Updated customer accounts, addresses, and contact information within call management databases.
Janitorial Supervisor
Walmart
Rochester, NY
01.2020 - 01.2021
- Assisted team in completing job tasks quickly and accurately with appropriate use of instruments and tools.
- Delegated daily tasks to employees to manage resources and meet deadlines.
- Maintained clear and safe workspace areas to meet OSHA standards.
- Analyzed and identified equipment failure root causes and initiated correction actions.
- Diagnosed equipment malfunctions and completed repairs to restore equipment and maintain uptime.
- Repaired equipment and machinery, performing maintenance according to updated industry standards.
- Assessed system operations to identify potential areas requiring maintenance services.
- Orchestrated tooling changeovers, setups and repairs to minimize downtime and improve productivity.
- Checked quality of work regularly through inspections and official assessments.
- Trained staff to follow team standards and use efficient techniques.
- Kept team safe by verifying proper use of safety equipment and techniques, and correcting missteps.
- Achieved adequate coverage for jobs by setting effective schedules and assigning tasks to each worker.
- Maintained equipment with focus on preventive and predictive methods to keep costs low and avoid breakdowns.
- Assessed daily workloads, scheduled and planned daily assignments and oversaw numerous projects.
- Managed team of employees, daily progress reports and overall project planning.
- Monitored maintenance scheduling and reported maintenance team information to management.
- Collaborated with multiple departments to maximize workflow and efficiency.
- Safely and efficiently finished repairs while supporting team members with tasks.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
Education
GED -
Boys And Girls High School
Brooklyn, NY06.1992
Skills
- POS systems operations
- Stock management
- Business Development
- Customer relations
- Records management
- Merchandising
- Sales Techniques
- Issue resolution
- Billing
- Strategic Planning
- Sales strategies
- Workforce Management
- Records maintenance
- Purchasing and planning
- Cross-functional team management
- Customer retention
- Schedule management
- Profit and loss accountability
- Sound judgment
- Employee development
- Supervision and training
- Performance improvements
- Recruiting and hiring
Timeline
Manager
KFC
07.2022 - Current
Assistant Store Manager
Family Dollar
02.2022 - Current
Cashier Manager
Tops Friendly Markets
01.2021 - 01.2022
Call Center Agent
ManpowerGroup
12.2020 - 09.2021
Janitorial Supervisor
Walmart
01.2020 - 01.2021
GED -
Boys And Girls High School