Rachel Mathis
Florence,AL
Summary
Adept at enhancing customer satisfaction and resolving complaints, I leveraged assertiveness and problem-solving abilities at Publix and the City of Sheffield to improve service quality and operational efficiency. Skilled in POS systems and customer relations, I consistently built trust and loyalty, significantly boosting patron satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Service Staff Member
Publix
09.2019 - Current
- Managed high call volume while maintaining a professional demeanor, ensuring timely assistance for all customers.
- Trained new hires on company procedures and best practices for handling customer inquiries efficiently and effectively.
- Developed rapport with customers through friendly communication, building trust in the brand and promoting loyalty.
- Ensured strict adherence to organizational policies regarding privacy, security, and overall customer safety during all interactions.
- Resolved issues for improved customer relations, utilizing active listening and empathy during interactions.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Responded to customer requests for products, services, and company information.
Pool Supervisor
City of Sheffield
03.2018 - 09.2022
- Boosted customer satisfaction through timely resolution of complaints or concerns raised by patrons.
- Conducted regular safety drills with staff, reinforcing emergency response protocols and ensuring quick action during emergencies.
- Reviewed and updated facility policies as necessary to remain compliant with local regulations, industry best practices, and safety standards.
- Conducted risk assessments periodically to identify potential hazards within the facility and develop appropriate mitigation plans accordingly.
- Trained new lifeguards to ensure they were properly prepared for their roles, resulting in a highly skilled team.
- Maintained clean and sanitary conditions for swimmers by regularly testing water quality and ensuring proper chemical balance.
- Monitored weather conditions closely to make informed decisions about pool closures or adjustments to operational hours as needed.
- Optimized scheduling of swim classes by creating an organized system that maximized pool usage for lessons, lap swim, and other activities.
Education
Cosmetology
Lifeguard certification 1996,1998, 2000,& 2016
Skills
- Assertiveness
- Customer Focus
- Complaint Handling
- Money handling abilities
- Problem-solving abilities
- POS systems expert
- Payment Processing
- Customer Relations
- Documentation
- Key stakeholder relationship building
Timeline
Customer Service Staff Member - Publix
09.2019 - Current
Pool Supervisor - City of Sheffield
03.2018 - 09.2022
Northwest Shoals Community College - , Cosmetology
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