Porsha Small
Jacksonville,FL
Summary
Dedicated to driving operational efficiency and reducing costs, this strong leader and problem-solver focuses on streamlining operations. Leveraging independent decision-making skills and sound judgment, they make a positive impact on company success.
Overview
10
10
years of professional experience
Work History
Manager
RaceTrac
Jacksonville, FL
01.2023 - Current
- Manage daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities.
- Coached, mentored and trained team members in order to improve their job performance.
- Established processes to ensure efficient workflow throughout the organization.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Accomplished multiple tasks within established timeframes.
Lead Customer Service Representative
Benards BPO
Jacksonville, FL
08.2016 - 11.2022
- Assist customers with gas pump and fuel issues, resolving minor complaints and making note of large problems.
- Handled inquiries from customers regarding product information or services offered.
- Identified opportunities to enhance customer satisfaction levels through process improvements.
- Created reports on customer service metrics such as response times, resolution rates.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
Customer Service Representative
Dollar Tree
Jacksonville, FL
05.2014 - 06.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Processed both cash and card purchases and returns.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Developed strong relationships with repeat customers through friendly service interactions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
Englewood High School
Jacksonville, FLSkills
- Time Management
- Team Leadership
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Customer Relationship Management (CRM)
- Sales management
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Data Entry
Timeline
Manager
RaceTrac
01.2023 - Current
Lead Customer Service Representative
Benards BPO
08.2016 - 11.2022
Customer Service Representative
Dollar Tree
05.2014 - 06.2016
High School Diploma -
Englewood High School