Nicholas Maulfair

Customer Service Team Leader

Publix

Lakewood Ranch, FL

02.2011 - Current

Formulated methods to quickly address and mitigate challenges.
Fostered and strengthened collaboration with customers to ensure seamless engagement.
Implemented customer feedback mechanisms to improve service quality and efficiency.
Ensured compliance with company policies and regulatory requirements related to customer service.
Directed and supervised staff performance.
Oversaw establishment operations, ensuring it remained well-supplied and highly organized.
Trained, managed and motivated employees to promote professional skill development.
Monitored the accuracy of data entry into the company's database system by customer service staff.
Scheduled, assigned, and monitored daily work activities of customer service team members.
Coordinated with other departments to resolve customer issues efficiently.
Ensured compliance with applicable laws and regulations such as GDPR, HIPAA.
Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
Provided regular performance feedback and coaching to team members.
Responded to customer inquiries and delivered appropriate information after carefully researching issues.
Assisted in the recruitment and training of new team members.
Implemented reward and recognition programs to motivate team members.
Counted and balanced registers.
Provided guidance to customer service representatives in resolving complex customer issues.
Developed and maintained a knowledge base of frequently asked questions and answers.