Melina Wilson
Mount Dora ,FL
Summary
Dynamic Customer Service Manager with a proven track record at Winn Dixie, excelling in problem-solving and team leadership. Enhanced customer satisfaction through effective training programs and streamlined operations, resulting in reduced complaints. Skilled in Microsoft Excel and committed to fostering a culture of continuous improvement and exceptional service delivery.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
Winn Dixie
06.2020 - Current
- Managed customer inquiries and resolved issues efficiently, ensuring high satisfaction levels.
- Developed training programs for staff to enhance product knowledge and service quality.
- Implemented process improvements that streamlined operations and reduced response times.
- Led team meetings to discuss performance metrics and identify areas for improvement.
- Coordinated with cross-functional teams to enhance customer experience and service delivery.
- Analyzed customer feedback to drive strategic changes in service protocols.
- Mentored junior staff, fostering a culture of continuous learning and development.
- Oversaw daily operations, ensuring adherence to company policies and procedures for service excellence.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Kept accurate records to document customer service actions and discussions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Elevated customer satisfaction with detailed training programs for support staff.
- Improved team morale by establishing recognition program for exceptional customer service.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Implemented comprehensive feedback system to enhance service quality.
- Developed customer service manual to standardize procedures across all departments.
- Tailored training content to meet specific needs of customer service representatives.
- Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
- Enhanced team productivity with introduction of flexible working arrangements.
- Fostered culture of continuous improvement, leading to consistently high service standards.
- Improved service delivery consistency by monitoring and adjusting workflows.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Grocery Manager
Winn Dixie
10.2024 - 07.2025
- Managed daily operations, ensuring store compliance with safety and health regulations.
- Supervised team of cashiers, enhancing customer service through training and support.
- Optimized inventory management processes, reducing stock discrepancies and improving accuracy.
- Developed promotional displays, increasing product visibility and driving sales growth.
Evening Manager
Winn Dixie
10.2024 - 06.2025
- Supervised evening operations to ensure smooth store functionality and customer satisfaction.
- Trained staff on customer service best practices and operational procedures.
- Managed inventory control processes, optimizing stock levels for peak hours.
- Conducted nightly financial reconciliations to maintain accurate cash handling procedures.
- Coordinated with vendors for timely product deliveries and quality assurance checks.
- Resolved customer inquiries and complaints efficiently, promoting positive shopping experiences.
- Maintained a clean and organized store environment, contributing to a positive customer experience.
- Collaborated with other managers to develop strategies for improving overall store performance.
- Fostered a supportive work environment that encouraged teamwork while empowering individual employees.
- Provided excellent customer service, leading by example for team members to follow.
- Coordinated special events within the store, creating memorable experiences for customers and generating additional revenue streams.
- Mentored team members, resulting in improved performance and job satisfaction.
- Managed staff scheduling to ensure optimal coverage during peak hours.
- Implemented inventory management practices to minimize waste and reduce costs.
- Streamlined evening operations for increased efficiency and productivity.
- Identified areas of improvement within the store''s operations; implemented necessary changes leading to increased efficiency.
Education
High School Diploma -
FLVS
Lake County FLSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Training and mentoring
- Excellent time management skills
- Cash handling
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Team building and leadership
- Effective workflow management
- Conflict resolution techniques
- Exceptional telephone etiquette
- Relationship building
- Handling escalations
- Issue resolution
- Account management
- Staff training
- Positive and constructive feedback
- Schedule management
- Deadline oriented
- Training and coaching
- Meticulous attention to detail
- Staff education and training
- Policy enforcement
- Performance evaluations
- Sales promotion
- Staffing coordination
- Budgeting and finance
- Billing and filing
Accomplishments
I went through our Retail Leaders 1 and 2 program(s) and received two certifications.
Timeline
Grocery Manager
Winn Dixie
10.2024 - 07.2025
Evening Manager
Winn Dixie
10.2024 - 06.2025
Customer Service Manager
Winn Dixie
06.2020 - Current
High School Diploma -
FLVS