Nicole Mckenzie
Martinsburg,WV
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
12
12
years of professional experience
Work History
MSR II
Navy Federal Credit Union
01.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
- Developed and maintained courteous and effective working relationships.
- Answer member calls with exceptional member service and resolve problems efficiently
- Assist members with self service options and step by step directions to resolve discrepancies
- Advise members of Navy Federal's products and services to conduct first call resolutions
- Ensure that each member transaction is conducted properly and within BSA compliance
- Quickly identify opportunities to increase Navy Federal's products for additional membership penetration
- Assist with guiding less experienced staff to ensure member interactions and needs are met
- Demonstrate understanding and compliance with federal regulations as well as Navy Federal policies and procedures
- Perform other duties as assigned; Team Ambassador, updating team with job opportunities
- Learned and adapted quickly to new technology and software applications.
Customer Service Manager (CSM)
Walmart
03.2020 - 11.2022
- Within one month I worked as hard as I could, I helped others out when needed, and I showed them what I was capable of and was moved up to a customer service manager from a cashier.
- As a CSM, I had the responsibility of making sure the front end was ran smoothly and productively
- I had to make sure all employees received their breaks and lunches, dealt with customer complaints at customer service, paperwork and bank deposits, filling each register with money, employee reviews, and walking the floor to make sure everything was going the way it was supposed to be.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Manager
Subway
10.2019 - 03.2020
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Cashier/Customer Service
Rocs Convenience Store
07.2016 - 12.2018
- I was a department manager at Rocs convenient stores where I was responsible for handling money, customer service, food handling, proper food safety, price changes on items in the store, cleanliness and sanitation of the store, and ordering products for the store.
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Enhanced shopping experience, provided product information and location assistance.
- Boosted team efficiency, shared best practices in cash handling and customer interaction.
Assistant Manager
Subway
02.2013 - 08.2016
- I was an assistant manager at Subway where I was responsible for making schedules, food inventory, opening and closing the store, preparing food for customers, paperwork and money deposits, prepping food, cleaning of the whole store to ensure clean eating environment, food safety management, and customer service.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
Material Handler
Macy's
09.2015 - 12.2015
- I was a material handler/packer at Macy's Logistics where I had to make sure that each order was fulfilled as the customer placed it
- We used hand held scanners to make sure the order was right before it was placed into the package to be sent out
- We also had to ensure we met our quota as I was working through the busy seasonal time which is their busiest time of the year.
- Transported inventory items to appropriate locations.
- Packed items into appropriate containers for shipment.
- Maintained a safe work environment by following proper safety protocols and conducting regular inspections.
- Kept storage areas organized, clean, and secure to fully protect company assets.
- Used hand-held scanners and physical logs to accurately track item movements.
- Increased productivity, utilizing forklifts and other material handling equipment effectively.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.
Education
High school or equivalent - Nursing
Martinsburg High School
Martinsburg, WV05.2011
Skills
- Cash Handling
- Customer Service Skills
- Inventory
- Management
- Sales
- Scheduling
- Team Building
- Training
- Microsoft office
- Word
- Customer Service
- Food Service
- Crew Member
- Retail sales
- Inventory Management
- Basic Math
- Sales Experience
- Merchandising
- Materials Handling
- Food Handling
- Food Safety
- Food Preparation
- Assistant Manager Experience
- Retail Management
- Teamwork and Collaboration
- Friendly, Positive Attitude
- Problem-Solving
- Critical Thinking
- Excellent Communication
- Problem Resolution
- Verbal Communication
- Decision-Making
Additionalinformation - References
- Dara Fowler, 240-452-7687
- Michelle Miller, 301-800-2818
- Brittany Shaw, 304-433-7905
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
MSR II
Navy Federal Credit Union
01.2023 - Current
Customer Service Manager (CSM)
Walmart
03.2020 - 11.2022
Manager
Subway
10.2019 - 03.2020
Cashier/Customer Service
Rocs Convenience Store
07.2016 - 12.2018
Material Handler
Macy's
09.2015 - 12.2015
Assistant Manager
Subway
02.2013 - 08.2016
High school or equivalent - Nursing
Martinsburg High School
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