Maureen Hemmelgarn
Nocterra Brewing
Columbus,OH
24
years of professional experience
Results-driven Customer Service and Operations Leader with expertise in team supervision, customer issue resolution, and operational management. Skilled in leading large teams while enhancing service quality and productivity in fast-paced environments.
Work History
GENERAL MANAGER
7 Years 6 Months- Lead a team of 30 employees, overseeing daily operations, customer service, and employee performance.
- Coach and train employees to improve customer service, product knowledge, sales, and operational performance.
- Create staffing schedules to ensure appropriate coverage while controlling labor costs.
- Resolve customer complaints and escalated concerns professionally and effectively.
- Foster a positive team environment focused on communication, accountability, and collaboration.
- Manage inventory, resources, and financial responsibilities while maintaining efficient operations.
- Prioritize competing customer and operational needs and make timely decisions in a fast-paced environment.
CUSTOMER SERVICE REPRESENTATIVE
6 Months- Managed a high volume of customer calls and emails while meeting response-time and resolution expectations.
- Resolved customer issues and escalations with professionalism, empathy, and a focus on customer satisfaction.
- Provided accurate product information and assisted customers with website navigation and technical troubleshooting.
- Maintained a positive customer experience while managing multiple priorities and communication channels.
ASSISTANT MANAGER
15 Years 10 Months- Supervised, trained, and supported employees in a high-volume customer service environment.
- Assisted with hiring, employee orientation, scheduling, timesheets, and daily supervisory responsibilities.
- Resolved customer service issues and complaints while maintaining positive customer relationships.
- Managed cash handling, deposits, payroll-related activities, inventory, and operational resources.
- Coordinated staffing, supplies, events, and reservations to support daily business needs.
Education
B.A. - Political Science
Skills
Team Leadership
Customer Service
Employee Coaching & Training
Conflict Resolution
Escalation Management
Scheduling
Operations Management
Problem Solving
Performance Management
Customer Retention
Workforce Planning
Communication
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Root Insurance Company
01.2021 - 07.2021Read More
GENERAL MANAGER
Nocterra Brewing
02.2019 - 08.2026Read More
ASSISTANT MANAGER
Barley's Brewing Company / Brewcadia
10.2002 - 08.2018Read More
The Ohio State University
B.A. from Political Science
Read More