Rachel Hatfield
Huber Heights,OH
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Kroger
Dayton, OH
06.2022 - Current
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated and authenticated returns, exchanges and voids.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Evaluated employee job performance and motivated staff to improve productivity.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Prepared bank reconciliations, managed field audits and reviewed accounting records for accuracy.
- Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
- Received and recorded cash, checks and transfers.
Assistant Customer Service Manager
Kroger
Dayton, OH
09.2015 - 06.2022
- Developed and implemented strategies retain customers and drive loyalty.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Consulted with customers regarding needs and addressed concerns.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Evaluated employee job performance and motivated staff to improve productivity.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Revised department schedules to maximize coverage during peak hours.
Courtsey Clerk/Cashier
Kroger
Dayton, OH
11.2010 - 09.2015
- Processed sales transactions to prevent long customer wait times.
- Delivered high-quality customer service through deep commitment to knowledge and performance.
- Maintained clean, orderly and safe store environment by removing trash and keeping aisles clear of merchandise.
- Greeted customers to build rapport and increase customer satisfaction.
- Loaded packages and bags into shopping carts and transferred goods to customer vehicles.
- Bagged customer items in alignment with industry best practices.
- Retrieved grocery carts from parking lot and returned to appropriate areas.
- Assisted with organization and cleaning to maintain tidy store appearance.
Education
High School Diploma -
Stebbins High School
Dayton, OH05-2012
Skills
- Schedule Coordination
- Workflow Management
- Training and mentoring
- Handling Escalations
- Complaint resolution
- Talent Development
- Account Management
- Work Prioritization
- Staff Management
- New Hire Training
- Deadline-oriented
- Problem-Solving
- Positive and Constructive Feedback
- Meticulous attention to detail
- Excellent time management skills
References
References available upon request.
Timeline
Customer Service Manager
Kroger
06.2022 - Current
Assistant Customer Service Manager
Kroger
09.2015 - 06.2022
Courtsey Clerk/Cashier
Kroger
11.2010 - 09.2015
High School Diploma -
Stebbins High School
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