Summary
Overview
Work History
Education
Skills
Timeline
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Nakiete Mvungi

Baltimore,MD

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.

Overview

24
24
years of professional experience

Work History

Customer Service / Ecommerce Team Leader

Whole Foods Market
03.2016 - Current
  • Built strong relationships with customers through positive attitude and attentive response.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Store Shifty-Helping store projects, making sure the store is fronted and checking on cross merchandising and boost the sales.
  • Managing Produce Team for 6 months

Customer Service Team Leader

Whole Foods Market
05.2006 - 03.2016
  • Mentored new hires, providing guidance to ensure their successful integration into the team.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
  • Led by example through consistently maintaining excellent performance standards.
  • Collaborated with management to develop strategies aimed at improving overall team performance.
  • Developed efficient schedules, optimizing team resources to meet fluctuating demand.
  • Reduced staff turnover by implementing targeted training programs and fostering a positive work environment.
  • Promoted open communication channels among team members for better alignment on goals and objectives.
  • Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
  • Continuously sought opportunities for personal growth as well as professional development opportunities for the entire team.
  • Maintained focus during busy times and delegated tasks to Team Members to keep business running smoothly.
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Educated staff on strategies for handling difficult customers and challenging situations.

Customer Service Assistant Team Leader

Whole Foods Market
11.2004 - 03.2006
  • Maintained clean and organized work environment to maintain customer safety.
  • Demonstrated empathy towards customers during difficult situations while remaining composed under pressure.
  • Trained new Team Members on company procedures, products, and best practices in customer service.
  • Assisted in implementing new policies or procedures aimed at improving customer experience throughout the company.
  • Participated in regular team meetings to share ideas for improvement and stay informed about updates within the company or industry trends impacting our customers'' needs.
  • Cross-trained Team Members and provided backup support leadership.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.

Customer Service Supervisor

Whole Foods Market
09.2000 - 11.2004
  • Coached Team Members through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.


  • Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.


Cashier

Whole Foods Market
02.2000 - 09.2000
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their nee
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.

Education

High School Diploma -

School of Journalism
Dar-es-salam
06.1998

Skills

  • Teamwork and Collaboration
  • Conflict Resolution
  • Daily workflow improvement
  • Attention to Detail
  • Team motivation
  • Analytical Thinking
  • Mentoring
  • Performance Evaluations
  • Team Supervision
  • Staff Training
  • Coaching and Mentoring
  • Complex Problem-Solving

Timeline

Customer Service / Ecommerce Team Leader

Whole Foods Market
03.2016 - Current

Customer Service Team Leader

Whole Foods Market
05.2006 - 03.2016

Customer Service Assistant Team Leader

Whole Foods Market
11.2004 - 03.2006

Customer Service Supervisor

Whole Foods Market
09.2000 - 11.2004

Cashier

Whole Foods Market
02.2000 - 09.2000

High School Diploma -

School of Journalism

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Nakiete Mvungi