Summary
Overview
Work History
Education
Skills
Timeline
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Shalom Terry

Peoria,IL

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Customer-focused professional with successful several-year career in industry. Dynamic and successful at applying skills in busy environments. Personable and dedicated customer service representative. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients and co-workers. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience

Work History

Customer Service Manager

Hy-Vee
Peoria, IL
11.2022 - Current
  • Maintained accurate records of customer interactions to enhance future service delivery.
  • Monitored staff performance to uphold customer service standards.
  • Reviewed employee performance, providing feedback and coaching for improvement.
  • Collaborated with senior management to develop strategies for enhancing service quality.
  • Resolved complex customer issues through effective staff assistance and targeted solutions.
  • Drafted scripts for agents to ensure accurate and effective call responses.
  • Evaluated effectiveness of customer service policies and procedures, recommending necessary changes.
  • Delivered training to associates to improve performance and customer relations skills.

Retail Store Manager

Goodwill
Peoria , IL
11.2013 - 11.2021
  • Boosted repeat business through responsive and knowledgeable customer service.
  • Hired and trained enthusiastic employees to strengthen retail team capabilities.
  • Connected with customers to gather feedback and enhance operational efficiency.
  • Delivered exceptional customer service, adhering to practices that maximized sales and minimized shrinkage.
  • Ensured strict compliance with safety protocols among staff members at all times.
  • Monitored key performance metrics, including sales figures, profitability, and customer satisfaction ratings.
  • Supervised daily retail operations, overseeing staff scheduling, inventory management, and customer interactions.
  • Identified operational challenges and implemented process improvements to enhance productivity and safety.

Education

High School Diploma -

Bloomington Highschool
Bloomington, IL
08-1995

Skills

  • Customer service and support
  • Staff training and coaching
  • Performance monitoring
  • Record keeping and documentation
  • Positive language use
  • Product knowledge
  • Administrative support
  • Professional telephone demeanor
  • Resourcefulness and adaptability
  • Reading comprehension
  • Scheduling and organization
  • Merchandise upselling strategies
  • Information security awareness
  • Emotional intelligence and cultural sensitivity
  • Stress tolerance and resilience
  • Decision-making skills
  • Order processing and refunds
  • Customer relationship management
  • Team leadership and conflict resolution
  • Effective communication skills
  • Multi-line phone system proficiency

Timeline

Customer Service Manager

Hy-Vee
11.2022 - Current

Retail Store Manager

Goodwill
11.2013 - 11.2021

High School Diploma -

Bloomington Highschool

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