Olivia Gillis
Sanford,NC
Summary
Dynamic leader with a proven track record at Hobby Lobby, enhancing customer satisfaction and loyalty through exceptional service and problem-solving skills. Excelled in training and mentoring, significantly reducing complaints by implementing strategic solutions. Skilled in Microsoft Office and fostering inclusive environments, demonstrated as Head Gymnastics Coach by promoting teamwork and respect.
Overview
3
3
years of professional experience
Work History
Customer Service Manager
Hobby Lobby
07.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- 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.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Kept accurate records to document customer service actions and discussions.
Head Gymnastics Coach
Lee County Gymnastics
06.2021 - 03.2023
- Fostered an inclusive culture among athletes from diverse backgrounds by promoting respect for teammates and embracing individual differences.
- Evaluated individual athlete progress, providing constructive feedback for continuous improvement in skills and routines.
- Streamlined administrative tasks such as scheduling practices, tracking athlete progress, and managing budgets more efficiently.
- Introduced new apparatuses into training routines for increased variety in skill development and performance enhancement.
- Stayed current with industry trends by attending conferences, seminars, and workshops to continuously improve coaching abilities.
- Boosted team morale by recognizing individual achievements and fostering a supportive atmosphere for all gymnasts.
Education
High School Diploma -
Southern Lee High School
Sanford, NC06-2023
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Excellent time management skills
- Cash Handling
- Exceptional telephone etiquette
Timeline
Customer Service Manager
Hobby Lobby
07.2023 - Current
Head Gymnastics Coach
Lee County Gymnastics
06.2021 - 03.2023
High School Diploma -
Southern Lee High School
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