Summary
Overview
Work History
Education
Skills
Timeline
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Michael Briscoe

Riverside,NJ

Summary

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

TSG Intermational
Cherry Hill, NJ
04.2022 - 09.2023
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Consulted with customers to resolve service and billing issues.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Promoted available products and services to customers during service, account management and order calls.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Improved customer service wait times to mitigate complaints.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Enforced company policies fairly while maintaining an open door policy for staff concerns.
  • Assisted general manager with operations game plan and company initiatives implementation.
  • Evaluated and performed equipment maintenance to support operational goals.
  • Identified areas of improvement within the department and implemented necessary changes.
  • Assigned tasks to team members based on their strengths and skill sets.
  • Ordered equipment parts and repair services during equipment breakdown to avoid further delays.
  • Addressed any issues that arose during the shift in a proactive manner.
  • Resolved customer complaints and reported issues to senior management.
  • Provided feedback to employees regarding their performance in order to improve productivity.
  • Mentored and coached staff by giving employees suggestions and feedback to improve job performance.
  • Delegated tasks to multiple employees while maintaining efficient workplace.
  • Complied with company safety procedures, policies and regulations to promote safe working environment.
  • Provided on-the-job training to new staff members.
  • Investigated accidents or incidents occurring during shift hours.
  • Assessed reports and adjusted workflows to realign with targets.
  • Developed strategies for improving operational efficiency and customer service levels.
  • Enforced company policies, answered coworkers' questions and trained new personnel.
  • Determined budgets, production goals and rates based on company policies and requirements.
  • Recruited, hired and mentored new team members, working closely with human resources department.
  • Coached team members to increase productivity and reduce workplace accidents.
  • Reviewed employee time sheets for accuracy prior to submitting them for payroll processing.
  • Managed daily workflow and scheduled staff for adequate coverage.
  • Handled escalated customer concerns and emergencies in absence of manager or supervisor.
  • Patrolled work areas to inspect operations, identify concerns and implement corrective actions.
  • Conducted training in equipment operations and safety procedures, briefing employees of hazards associated with work.
  • Communicated clearly with employees regarding job duties, expectations, and policies.
  • Evaluated employee performance, delivering individualized feedback and praise.
  • Collaborated with team members to improve performance and implement training updates.
  • Assisted upper management with daily operations to meet standards of service and quality.
  • Monitored staff performance to ensure quality standards were met.
  • Ensured all safety and sanitation regulations were met throughout the shift.
  • Served as a role model for other employees by demonstrating professional behavior at all times.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Shift Supervisor

Capstone
Lumberton, NJ
04.2022 - 09.2023
  • Enforced company policies fairly while maintaining an open door policy for staff concerns.
  • Assisted general manager with operations game plan and company initiatives implementation.
  • Assigned tasks to team members based on their strengths and skill sets.
  • Delegated tasks to employees and monitored activities and task completion.
  • Maintained accurate records of daily transactions and deposits.
  • Positioned skilled staff in key areas throughout shift to optimize department productivity.
  • Mentored and coached staff by giving employees suggestions and feedback to improve job performance.
  • Delegated tasks to multiple employees while maintaining efficient workplace.
  • Complied with company safety procedures, policies and regulations to promote safe working environment.
  • Provided on-the-job training to new staff members.
  • Investigated accidents or incidents occurring during shift hours.
  • Enforced company policies, answered coworkers' questions and trained new personnel.
  • Upheld company standards and compliance requirements for operations.
  • Recruited, hired and mentored new team members, working closely with human resources department.
  • Observed and monitored utilization of equipment.

Store Manager

CVS Pharmacy
Willingboro, NJ
05.2014 - 09.2018
  • Monitored inventory levels and placed orders to restock shelves.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
  • Assessed operational efficiency of the store's departments.
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
  • Resolved customer complaints in a timely manner.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Managed daily banking activities such as deposits and withdrawals.
  • Performed regular price checks to ensure competitive pricing.
  • Ensured compliance with safety regulations and company policies.
  • Delegated work to staff, setting priorities and goals.
  • Recruited, trained and supervised new employees.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Updated and maintained store signage and displays.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Strengthened work flow productivity by hiring, managing and developing top talent.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Created weekly work schedules for store personnel.
  • Provided feedback on marketing campaigns to improve effectiveness.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Established customer service standards and monitored staff compliance.
  • Trained and mentored associates to teach daily tasks and procedures.
  • Maintained accurate records of employee performance reviews.
  • Developed strategies to maximize sales and profitability.
  • Established store tactics and strategies to achieve operational performance and sales goals.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Monitored employee performance and identified performance gaps for corrective action.
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.
  • Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
  • Evaluated store performance and incorporated feedback to implement improvement plans.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
  • Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Organized promotional events to increase product awareness.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Maintained updated knowledge through continuing education and advanced training.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Supervisor

Home Depot
Mount Laurel, NJ
02.2009 - 04.2014
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Performed monthly inventory checks to ensure sufficient stock levels for all products.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Developed marketing plans that helped increase sales revenue by 20%.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Created plans to propose solutions to problems related to efficiency, costs or profits.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Collaborated with other departments to coordinate workflow processes between teams.
  • Directed and supervised team of 15 employees in daily operations.
  • Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
  • Identified and corrected performance and personnel issues to reduce impact to business operations.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Coached staff members to develop long-term career goals.
  • Coordinated employee schedules according to shift changes and availability.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Evaluated needs of departments and delegated tasks to optimize overall production.
  • Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Education

Associate of Science - Computer Networking And Security

Anthem
Phoenix, AZ
06-2006

High School Diploma -

Lenape High School
Medford, NJ
06-1991

Skills

  • Data Entry
  • Call Management
  • Paperwork Processing
  • Appointment Scheduling
  • Scheduling
  • Service Upselling
  • Conflict Mediation
  • Schedule Mastery
  • Positive and Professional
  • Staff Training
  • Project Management Abilities
  • Retail Sales Customer Service
  • Stock Management
  • Receiving Support
  • Quality Control
  • Team Development

Timeline

Customer Service Representative

TSG Intermational
04.2022 - 09.2023

Shift Supervisor

Capstone
04.2022 - 09.2023

Store Manager

CVS Pharmacy
05.2014 - 09.2018

Supervisor

Home Depot
02.2009 - 04.2014

Associate of Science - Computer Networking And Security

Anthem

High School Diploma -

Lenape High School

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Michael Briscoe