Mason Mock
Customer Service Team Leader
Jacksonville,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Customer Service Team Leader
Publix Supermarkets
01.2021 - Current
Account Manager
Champion Brands LLC
01.2019 - 02.2021
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Built relationships with customers and community to promote long term business growth.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Educated clients on new products or services to increase customer engagement with brand.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Recorded accurate and efficient records in customer database.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Achieved or exceeded company-defined sales quotas.
- Created and updated regular inventory reports and records.
- Maintained sufficient inventory levels to meet customer demands at all times.
Customer Service Team Leader
Publix Supermarkets Store
05.2012 - 01.2019
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Evaluated customer service staff performance and provided constructive feedback.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Handled day-to-day accounting processes to drive financial accuracy.
- Processed timecards and payroll data for team of employees weekly.
Education
Associate of Arts - Business Management
Florida State College At Jacksonville
Jacksonville, FLSkills
- Training Development Aptitude
- Operational Efficiency
- Team-Building Exercises
- Sales Quota Achievement
- Customer Service Excellence
- Process Improvement Initiatives
- Data Management
- Administrative Support
- Process Transactions
- Complex Product Knowledge
- Administrative and Office Support
- Calm and Professional Under Pressure
Timeline
Customer Service Team Leader
Publix Supermarkets
01.2021 - Current
Account Manager
Champion Brands LLC
01.2019 - 02.2021
Customer Service Team Leader
Publix Supermarkets Store
05.2012 - 01.2019
Associate of Arts - Business Management
Florida State College At Jacksonville