Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nicole Strus

Palm Bay,FL

Summary

Dynamic customer service professional with extensive experience at Wawa, excelling in complaint handling and problem-solving. Proven track record of enhancing customer satisfaction through personalized interactions and effective team collaboration. Proficient in SAP and Microsoft Office, fostering a positive work environment that drives team performance and operational efficiency.

Overview

9
9
years of professional experience

Work History

Lead Customer Service Associate

Wawa
07.2024 - Current
  • Coached junior associates on best practices for managing difficult situations, boosting overall team performance.
  • Facilitated open communication between team members and management, fostering a positive work culture built on trust and transparency.
  • Coordinated interdepartmental collaboration efforts aimed at streamlining processes that involved multiple teams.
  • Established rapport with clients by actively listening to their needs and personalizing interactions.
  • Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions.

Customer Service Associate

Wawa
03.2016 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Night Supervisor

Wawa
07.2023 - 07.2024
  • Developed strong relationships with staff members through effective communication and leadership efforts.
  • Facilitated smooth shift transitions by maintaining open communication between day and night teams.
  • Collaborated with daytime supervisors to develop strategies for improved efficiency across all shifts.
  • Managed inventory control, ensuring adequate supplies were available for nightly operations.
  • Addressed customer complaints swiftly, resolving issues in a professional manner to promote positive experiences during nighttime hours.
  • Motivated staff by fostering a supportive work environment that encouraged continuous improvement in job performance.
  • Supervised overnight staff, delegating tasks to maintain productivity levels and meet deadlines.

Food and Beverage Supervisor

Wawa
03.2020 - 07.2023
  • Maintained a clean and organized work environment to ensure compliance with health department regulations and company standards.
  • Enhanced customer satisfaction by efficiently managing food and beverage orders, ensuring prompt service and accurate delivery.
  • Reduced wait times during peak hours by efficiently allocating resources and coordinating between front-of-house and back-of-house teams.
  • Upheld highest standards of hygiene practices among staff members through ongoing education on sanitation protocols leading to consistent top-rated health inspection scores.
  • Improved team productivity by providing comprehensive training on food safety standards, inventory management, and customer service techniques.
  • Optimized inventory control with regular audits, reducing waste, and effectively managing stock levels for optimal freshness.
  • Ensured smooth restaurant operation by promptly addressing any equipment malfunctions or maintenance needs in the dining area or kitchen facilities.

Take-Out Server

Chipotle Restaurant
03.2016 - 08.2017
  • Managed high-volume orders with strong multitasking skills, maintaining accuracy and timeliness.
  • Handled high-stress situations calmly, addressing multiple tasks simultaneously while prioritizing accordingly.
  • Provided excellent customer service by addressing inquiries and resolving issues promptly.
  • Collaborated with kitchen staff to ensure accurate preparation of menu items for take-out orders.

Education

Heritage High School
Palm Bay, FL

No Degree -

Eastern Florida State College
Palm Bay, FL

Skills

  • Complaint handling
  • Fast learner
  • Customer service
  • Problem-solving
  • SAP
  • Excel
  • Microsoft Office
  • Positive and friendly

Timeline

Lead Customer Service Associate

Wawa
07.2024 - Current

Night Supervisor

Wawa
07.2023 - 07.2024

Food and Beverage Supervisor

Wawa
03.2020 - 07.2023

Customer Service Associate

Wawa
03.2016 - Current

Take-Out Server

Chipotle Restaurant
03.2016 - 08.2017

Heritage High School

No Degree -

Eastern Florida State College

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