Mason Howell
Jacksonville,FL
Summary
Proven leader with a track record of enhancing customer satisfaction and team productivity at Wawa, Inc. Excelled in problem-solving and team building, significantly reducing employee turnover and improving service quality. Skilled in training and mentoring, fostering a culture of achievement and collaboration. Experienced manager bringing six years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Wawa, Inc
12.2021 - 04.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Assistant Manager
Daily's
07.2018 - 12.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
Education
High School Diploma -
Atlantic Coast High School
Jacksonville, FLSkills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Decision-Making
- Training and mentoring
- Customer Relations
- Team Development
- Positive and Constructive Feedback
- Delegating Work
- Handling Escalations
- New Hire Training
- Work Prioritization
Certification
ServSafe Manager
Timeline
Customer Service Supervisor
Wawa, Inc
12.2021 - 04.2024
Assistant Manager
Daily's
07.2018 - 12.2021
High School Diploma -
Atlantic Coast High School
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