Michayla Preziuso Lopez
West Columbia,SC
Summary
At Publix, I spearheaded customer service excellence, mentoring a team towards enhancing satisfaction and reducing turnover by fostering a positive work environment. My expertise in conflict resolution and software proficiency streamlined operations, achieving significant improvements in productivity and customer loyalty. I got promoted to office staff at 16 which isn’t heard of and I got full time as soon as I turned 18, I left Florida and moved to South Carolina and within two weeks I was promoted to Customer Service Team Leader at the age of 20 and then at the age of 22 I was promoted to Assistant Customer Service Manager!
Overview
10
10
years of professional experience
Work History
Assistant Customer Service Manager
Publix
07.2015 - Current
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Monitored compliance with company policies and industry regulations related to privacy protection and data security within the customer service department.
- Developed strong relationships with clients, ensuring a positive experience and cultivating repeat business.
- Evaluated employee performance against established goals, conducting regular reviews aimed at continuously improving productivity levels.
- Established clear communication channels between team members, fostering a collaborative work environment conducive to efficient problemsolving.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
Associates - Business Management
Lee Virtual School
Fort Myers, FL04.2018
Skills
- Sales proficiency
- Cash handling
- Customer engagement
- Customer relations
- Training and mentoring
- Team building
- Conflict resolution
- Goal setting
- Team development
- Schedule management
- Inventory control
- Management support
- POS system operations
- Schedule coordination
- Proficient in software
- Customer service
- Problem-solving
- Excellent time management skills
- Verbal and written communication
- Decision-making
- Work prioritization
- Staff management
Timeline
Assistant Customer Service Manager
Publix
07.2015 - Current
Associates - Business Management
Lee Virtual School
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