Matthew Gerace
Zephyrhills,FL
Summary
Dynamic Assistant Customer Service Manager at Publix with a proven track record in enhancing customer satisfaction and team productivity. Skilled in training and mentoring, I implemented strategies that improved first-call resolution rates, fostering a collaborative environment. Proficient in inventory control and conflict resolution, I consistently achieved performance metrics while building strong customer relationships.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Customer Service Manager
Publix
Wesley Chapel, FL
08.2016 - Current
- Assisted in training new customer service representatives on company policies and procedures.
- Resolved customer inquiries and issues to enhance overall satisfaction.
- Supported daily operations by coordinating staff schedules and managing workload distribution.
- Monitored inventory levels and ensured product availability for customers.
- Collaborated with management to implement process improvements for service efficiency.
- Conducted regular assessments of customer feedback to identify areas for enhancement.
- Facilitated team meetings to discuss performance goals and service strategies.
- Developed training materials to streamline onboarding processes for new hires.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Maintained accurate records of client interactions, identifying trends and opportunities for process improvements.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
- Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Implemented new strategies for reducing wait times and improving first-call resolution rates, resulting in improved customer satisfaction scores.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Monitored compliance with company policies and industry regulations related to privacy protection and data security within the customer service department.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and concerns.
- Evaluated employee performance against established goals, conducting regular reviews aimed at continuously improving productivity levels.
- Developed strong relationships with clients, ensuring a positive experience and cultivating repeat business.
- Established clear communication channels between team members, fostering a collaborative work environment conducive to efficient problemsolving.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Promoted brand loyalty by offering personalized assistance tailored to individual needs during each interaction with customers.
- Created customer support strategies to increase customer retention.
- Served as a key liaison between customers and internal departments to facilitate timely resolutions for complex issues or escalated complaints.
- Contributed to team success by consistently achieving performance metrics for call resolution, response time, and customer feedback.
- Implemented new software tools, resulting in improved efficiency of the customer service team and faster response times for client inquiries.
- Ensured consistent delivery of high-quality service by regularly reviewing call recordings and providing targeted coaching for staff development.
- Optimized resource utilization through effective allocation of tasks among team members based on their strengths and workload capacity.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Crew Leader
McDonald’s
Wesley Chapel, FL
09.2016 - 10.2019
- Supervised daily operations, ensuring adherence to safety protocols and quality standards.
- Trained new team members on operational procedures and equipment usage.
- Coordinated workflow among team members to enhance productivity and efficiency.
- Implemented process improvements that streamlined operations and reduced downtime.
- Managed inventory levels, optimizing stock control and reducing waste.
- Trained employees in time management and proper ways to complete job duties.
- Provided ongoing training and support for new hires, ensuring they were well-equipped to perform their duties effectively.
- Boosted customer satisfaction by ensuring that all crew members provided high-quality service in line with company standards.
- Motivated team members by setting high expectations, recognizing achievements, and providing ongoing encouragement throughout challenging projects.
- Enhanced team productivity by implementing efficient work processes and providing clear guidance for crew members.
Education
High School Diploma -
Pasco High School
Dade City, FL06.2017
Skills
- Sales proficiency
- Cash handling
- Customer engagement
- Customer relations
- Training and mentoring
- Team building
- Conflict resolution
- Goal setting
- Team development
- Quality control
- Schedule management
- Inventory control
- Management support
- POS system operations
- Schedule coordination
- Budget control
- Account management
- Training programs
- Expertise in sales
- Research
- Proficient in software
- Cross-functional collaboration
- Inter-department collaboration
- Account updates
- Conflict mediation
- Research and due diligence
- Issue research
- Problem investigation
- Solutions planning
- Microsoft outlook, word, and Excel
- Customer service
- Problem-solving
- Time management
- Excellent time management skills
- Verbal and written communication
- Decision-making
- Adherence to high customer service standards
- Relationship building
- Team building and leadership
- Exceptional interpersonal communication
- Handling escalations
- Deadline oriented
- Product knowledge
Certification
ISSA Certified in Personal Training and Nutritionist
Timeline
Crew Leader
McDonald’s
09.2016 - 10.2019
Assistant Customer Service Manager
Publix
08.2016 - Current
High School Diploma -
Pasco High School