Rhonda Maines
Freeport,IL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Uses slow periods effectively to stay on top of daily chores while pursuing opportunities to help team improve service and reduce waste. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
27
27
years of professional experience
Work History
Cashier Assistant Manager
Horizon Liquor Store
08.2020 - 08.2024
- Enhanced customer satisfaction by providing efficient and friendly service at the cashier counter.
- Assisted in inventory management tasks, ensuring optimal stock levels and minimizing product loss due to expiration or damage.
- Improved overall store cleanliness and presentation, resulting in a more welcoming atmosphere for customers.
- Built positive relationships with customers to increase repeat business.
- Fostered positive work environment by consistently treating all employees and customers with respect and consideration.
- Quickly and accurately counted drawers at start and end of each shift.
- Monitored sales transactions for accuracy, upholding company policies regarding discounts, returns, and exchanges.
- Assisted customers with special requests or needs, demonstrating empathy and genuine concern for their experience.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Reduced wait times by implementing effective queue management strategies during peak hours.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Monitored areas for security issues and safety hazards.
- Mentored new cashiers, leading to higher retention rates and increased team performance.
- Contributed to a positive work environment through strong teamwork and proactive communication with colleagues.
- Participated in ongoing training sessions to stay updated on company policies, procedures, and industry best practices.
- Provided exceptional customer service by addressing inquiries and resolving complaints promptly, fostering loyalty among patrons.
- Responded quickly to safety hazards or potential security breaches, protecting both employees and customers from harm.
- Ensured compliance with state regulations on age-restricted products through diligent verification of customer identification.
- Resolved customer complaints quickly to maintain customer satisfaction.
- Monitored inventory to keep store stocked with necessary items and avoid running out of in-demand products.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Assisted customers in need to promote pleasant shopping experiences and encourage return business.
- Reported issues to higher management with great detail.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Delivery Driver
Rockford Register Star
10.2006 - 10.2011
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Verified accuracy of all deliveries against order forms.
- Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.
- Expedited deliveries to meet customer deadlines and requirements.
- Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
- Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
- Inspected and maintained delivery vehicles regularly to keep in safe working order.
- Developed strong working knowledge of local traffic laws and regulations to facilitate smooth navigation on-the-job safely.
- Kept meticulous records of deliveries, including invoices, delivery confirmations, and any other required documentation to ensure accurate tracking and billing processes.
- Kept detailed mileage and fuel reports to track overall fuel costs.
- Boosted overall efficiency by effectively managing multiple tasks simultaneously, such as loading and unloading vehicles, route planning, and paperwork completion.
- Reduced vehicle downtime and repair costs by performing routine maintenance checks and adhering to preventive measures.
- Ensured timely and accurate delivery of packages to customer locations, enhancing overall satisfaction with service.
- Facilitated smooth delivery process, ensuring all packages were securely and neatly organized within vehicle.
- Increased customer satisfaction, ensuring all deliveries met specified time frames and conditions.
- Improved delivery accuracy by diligently checking orders before departure.
- Maintained clean and safe vehicle, contributing to positive image of company.
- Reduced delivery times by optimizing route planning, demonstrating efficiency in daily operations.
- Demonstrated flexibility by covering additional routes as needed, supporting team workload balance.
- Assisted with loading and unloading of goods to prevent delays and ensure timely deliveries.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Successfully avoided time delivery delays by carefully planning best routes.
- Documented mileage, deliveries, pickups, customer issues and damages.
- Loaded and unloaded various delivery vehicles with correct order and balancing.
Customer Service Representative
Swiss Colony
11.1997 - 10.2001
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Documented and detailed calls and complaints using call center's CRM database.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Detailed payment options and explained price, receipt and billing details to customers.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Estrellita High School
Galt, CA06.1997
Skills
- Sales Promotion
- Employee Training
- Workplace Safety
- Budgeting and finance
- Loss prevention strategies
- Store operations
- Store Opening and Closing
- Vendor coordination
- Staff Training
- Inventory Control
- Customer Relations
- Customer Service Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Cashier Assistant Manager
Horizon Liquor Store
08.2020 - 08.2024
Delivery Driver
Rockford Register Star
10.2006 - 10.2011
Customer Service Representative
Swiss Colony
11.1997 - 10.2001
High School Diploma -
Estrellita High School
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