RJ Stevenson
Tavares,FL
Summary
Seasoned in elevating customer service standards at Publix Supermarkets, I've mastered conflict resolution and customer engagement, significantly enhancing team productivity and customer satisfaction. My leadership in training programs and skillful schedule coordination led to a noticeable improvement in service efficiency, embodying a blend of strategic decision-making. Also, fostered a safe shopping and working environment to ensure the safety of customers and associates. Making it important that no task is so urgent or important that we can not take the time do it safely.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Customer Service Manager
Publix Supermarkets
Tavares, FL
08.2023 - Current
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.
- Implemented new strategies for reducing wait times and improving first-call resolution rates, resulting in improved customer satisfaction scores.
- Monitored compliance with company policies and industry regulations related to privacy protection and data security within the customer service department.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed detailed plans based on broad guidance and direction.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Customer Service Team Leader
Publix Supermarkets
Mount Dora, Fl
02.2022 - 08.2023
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Led by example through consistently maintaining excellent performance standards.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Evaluated customer service staff performance and provided constructive feedback.
Customer Service Staff
Publix Supermarkets
Tavares, FL
08.2021 - 02.2022
- 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.
- 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.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Conducted regular self-assessment of performance to identify areas for improvement and implement necessary changes.
- Contributed to increased sales by offering personalized product recommendations based on customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Cashier
Publix Supermarkets
Tavares, FL
10.2019 - 08.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
Front Service Clerk
Publix Supermarkets
Tavares, FL
08.2018 - 10.2019
- Enhanced customer satisfaction by providing efficient and friendly front-end services.
- Assisted customers with locating desired products within the store, .
- Strived for continuous improvement within job duties, seeking feedback from supervisors on ways to enhance performance levels.
- Contributed to the achievement of sales goals by promoting store''s loyalty program to customers.
- . Demonstrated strong attention-to-detail when scanning products at the register, reducing errors that would impact inventory accuracy.
- Resolved customer conflicts using expert knowledge of company operations and savvy communication skills.
- Provided valuable input during staff meetings to address areas for improvement in front-end services.
- Handled sensitive information confidentially when processing personal data such as payment details or rewards account updates
- Maintained cleanliness and organization of the front-end area, contributing to a pleasant and safe shopping environment.
- Ensured safe shopping environment by promptly addressing spills and hazards.
Education
High School Diploma -
Tavares High School
Tavares, FL07.2021
Skills
- Cash Handling
- Customer Engagement
- Customer Relations
- Training and mentoring
- Conflict Resolution
- Goal Setting
- Team Development
- Quality Control
- Schedule Management
- Management Support
- Schedule Coordination
- Training programs
- Customer Service
- Problem-Solving
- Excellent time management skills
- Decision-Making
- Adherence to high customer service standards
- Team Building and Leadership
- Handling Escalations
- Deadline-oriented
- Product Knowledge
- Positive and Constructive Feedback
- Work Prioritization
- Customer-focused
- Complaint resolution
Certification
-Adult and Pediatric CPR/AED Certified by Red Cross
-Food Safety Manager Certified by the National Registry Of Food Safety Professionals.
Timeline
Assistant Customer Service Manager
Publix Supermarkets
08.2023 - Current
Customer Service Team Leader
Publix Supermarkets
02.2022 - 08.2023
Customer Service Staff
Publix Supermarkets
08.2021 - 02.2022
Cashier
Publix Supermarkets
10.2019 - 08.2021
Front Service Clerk
Publix Supermarkets
08.2018 - 10.2019
High School Diploma -
Tavares High School