Owen Viator
Kingston,MA
Summary
Dedicated customer service professional with 8 years of experience in various customer-facing roles. Proven track record of consistently exceeding customer expectations and driving satisfaction. Currently serving as a Customer Service Manager, overseeing a team of associates to ensure high-quality service delivery. Skilled in problem-solving, conflict resolution, and building strong relationships with customers. Strong leadership qualities and ability to motivate and inspire team members to achieve organizational goals
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Stop & Shop
06.2023 - Current
- Led a team of 40-50 customer service associates in delivering exceptional service to customers, resulting in consistently high satisfaction ratings
- Work to resolve escalated customer issues and complaints promptly and effectively, demonstrating strong problem-solving abilities and a commitment to customer satisfaction
- Monitored key performance indicators (KPIs) and implemented strategies to achieve and exceed departmental goals, including customer satisfaction metrics
- Responsible for hiring new associates and coordinating their training, in not only the front end but all departments within the store
- Responsible for being my store's safety lead, ensuring all associates have the safety equipment that they need, and are using it effectively
- Responsible for overseeing store compliance to company policies, as well as federal regulations.
Customer Service Representative | Medicare Markets
Blue Cross Blue Shield of Massachusetts
05.2022 - 06.2023
- Answered incoming calls from policyholders in a professional and courteous manner
- Provided info on insurance policies, coverage options and claims process
- Assisted policyholders with policy changes, claim filings, and renewal questions
- Resolved customer inquiries and concerns in a timely and efficient manner
- Documented all customer interactions accurately and thoroughly within the company's database.
Part Time Store Closer
Stop & Shop
05.2022 - 06.2023
- Responsible for the night time operations, as well as the day time operations of the store as needed
- Responsible for receiving any nightly deliveries, as well as ensuring the store had a strong close so the store would be ready for morning business upon opening the following morning.
Front End Manager
Stop & Shop
05.2021 - 05.2022
- Responsible for managing the Front End along with overseeing the operations of Online Pickup
- Responsible for the creation of Front End schedules and Online Pickup schedules
- Responsible for maintaining compliance to company policies within the Front End and Online Pickup, in addition to ordering any supplies that are needed to ensure smooth operation of the Front End and Online Pickup
Cash Office Manager
Stop & Shop
06.2020 - 05.2021
- Responsible for reconciliation of previous day's sales, as well as accounting for any cash & lottery on hand, and ordering more as needed for the store
- Responsible for preparing daily deposits as needed to be picked up
- Responsible for the accounting of any accounts receivable as they were utilized
- Responsible for ensuring that Service Desk associates were following all company standard operating procedure daily.
- Maintained accurate inventory counts for store cash and lottery on hand, conducting frequent audits to ensure proper tracking.
Assistant Customer Service Dept Head (ACSDH)
Stop & Shop
06.2017 - 06.2020
- Responsible for managing employees at night when the front end manager was not in
- Responsible for ensuring all closing tasks got completed as well as making sure my employees followed all company policies
- Responsible for making the schedule and ordering supplies when the front end manager was on vacation
- Responsible for reconciling the cash office when the cash office manager was off, which entailed ordering and receiving lottery and cash.
Cashier
Stop & Shop
08.2016 - 06.2017
Education
Bachelor's degree - Business Administration and Management, General
Southern New Hampshire University
04.2025
Associate's degree - Business Administration and Management, General
Bristol Community College
01.2020
Skills
- Food Safety
- Delegation
- Customer Satisfaction
- Organization Skills
- Relationship Building
- Customer Experience
- Communication
- Microsoft Office
- Attention to Detail
- Training and Development
Certification
- Food Safety Manager Certification
- OSHA 10-Hour
Timeline
Customer Service Manager
Stop & Shop
06.2023 - Current
Customer Service Representative | Medicare Markets
Blue Cross Blue Shield of Massachusetts
05.2022 - 06.2023
Part Time Store Closer
Stop & Shop
05.2022 - 06.2023
Front End Manager
Stop & Shop
05.2021 - 05.2022
Cash Office Manager
Stop & Shop
06.2020 - 05.2021
Assistant Customer Service Dept Head (ACSDH)
Stop & Shop
06.2017 - 06.2020
Cashier
Stop & Shop
08.2016 - 06.2017
Bachelor's degree - Business Administration and Management, General
Southern New Hampshire University
Associate's degree - Business Administration and Management, General
Bristol Community College
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