Megan Kostszycki
Leland,NC
Summary
Dynamic customer service professional with extensive experience at Publix, excelling in complaint resolution and customer relations. Proven ability to enhance customer satisfaction through effective inquiry management and staff training. Recognized for implementing process improvements that boosted team productivity and retention rates. Skilled in POS system operation and conflict resolution.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Team Member
Publix
06.2020 - 08.2021
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Maintained customer records by updating account information.
- Responded to customer requests for products, services, and company information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Office Staff Member
Publix
04.2018 - 06.2020
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved accounting, service and delivery concerns.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Managed timely and effective replacement of damaged or missing products.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promptly responded to inquiries and requests from prospective customers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service managers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Increased efficiency and team productivity by promoting operational best practices.
- Identified and resolved discrepancies and errors in customer accounts.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Assistant Supervisor
Frank Theaters
09.2016 - 04.2018
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Researched and corrected customer concerns to promote company loyalty.
- Created customer support strategies to increase customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
Store Manager
Family Dollar
10.2014 - 09.2016
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Approved regular payroll submissions for employees.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Rotated merchandise and displays to feature new products and promotions.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Managed inventory control, cash control, and store opening and closing procedures.
- Supervised guests at front counter, answering questions regarding products.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Assisted with hiring, training and mentoring new staff members.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Education
Associate of Science - Computer And Information Sciences
Brunswick Community College
Bolivia, NC05-2026
High School Diploma -
West Bladen High School
Bladenboro, NC06-2011
Skills
- Account updating
- Inquiry management
- Customer service
- Customer inquiries
- Process improvement
- Customer complaint resolution
- POS system operation
- Cash handling
- Scheduling
- Time management
- Management collaboration
- Inter-departmental collaboration
- Conflict resolution
Timeline
Customer Service Team Member
Publix
06.2020 - 08.2021
Customer Service Office Staff Member
Publix
04.2018 - 06.2020
Customer Service Assistant Supervisor
Frank Theaters
09.2016 - 04.2018
Store Manager
Family Dollar
10.2014 - 09.2016
Associate of Science - Computer And Information Sciences
Brunswick Community College
High School Diploma -
West Bladen High School