Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
AccountManager
Rosemary Luoma

Rosemary Luoma

EX/Customer Service Assistant
Crystal, MN,MN

Summary

Knowledgeable and dedicated EX/customer service professional with extensive experience in Grocery industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with employees and co-workers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

4
4
Certifications
2
2
years of post-secondary education
32
32
years of professional experience

Work History

EX/Customer Service Assistant

Lund Food Holdings, Inc.
Eden Prairie, United States
09.2013 - Current
  • Assisted in development and testing of Dayforce.
  • Have thorough knowledge of non-union and union 22, and 663 contract and pay rules.
  • Deliver friendly assistance with new hires throughout hiring process.
  • Organized new employee onboarding schedules for new hires.
  • Compiled employee records from individual departments to maintain central files.
  • Helped employees register for benefits programs using Dayforce
  • Verified and submitted timekeeping information for accurate and efficient payroll processing.
  • Coordinated leave of absence process and maintained proper tracking and documentation.
  • Monitored occurrences of extreme absenteeism, unexcused absences and excessive tardiness.
  • Processed completed orders quickly to maximize production efficiency, using multiple software programs, VBROS, CBORD and ROSS.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Cross-trained and backed up other customer service team members
  • Sought ways to improve processes and services provided.
  • Assured store locations billing matched pick sheets accurately making daily adjustment to requisitions in CBORD and ship notes in ROSS.
  • Kept Holiday Station Store paperwork up to date with store openings and closing.
  • Responded proactively and positively to rapid change.
  • Trained new personnel regarding company operations, policies and services.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Answered calls and emails, addressing customer inquiries, solving problems and providing product information.
  • Managed incoming calls each day with utmost professionalism and knowledgeable service.

Operations Supervisor

Lunds
Minneapolis, MN
11.2012 - 09.2013
  • Assisted in recruiting, hiring and training of team members.
  • Supervised employees during multiple shift times, overseeing efficiency of Front End and supporting all other departments.
  • Interacted well with all employees and customers to build connections and nurture relationships.
  • Provided exceptional customer service to customers, increasing customer loyalty.
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Completed payroll for employees and maintained detailed records of procedures.
  • Reconciled cash drawer at end of each shift, accounting for errors and resolving discrepancies.
  • Gathered financial information, prepared documents, and closed books.
  • Brought errors to near-zero in reporting, payroll administration and general bookkeeping.
  • Monitored over 20 employees' day-to-day activities.

Front End Supervisor

Byerly's
St. Louis Park, MN
05.2011 - 11.2012
  • Monitored cash drawers and checkout stations to verify adequate cash supply.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Strategically scheduled over 20 team members to maintain optimal staffing at all times.
  • Offered hands-on assistance to customers, assessing needs.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Reported store maintenance and sanitation problems to appropriate personnel for immediate remediation.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.

Bookkeeper

Byerly's
St. Louis Park, MN
06.2001 - 05.2011
  • Supported operations by communicating with customers, filing documents and managing data.
  • Reported financial data and updated financial records in ledgers and journals.
  • Reconciled over 20 cash drawers end of each shift, accounting for errors and resolving discrepancies.

Carry-out/Cashier/Customer Service Desk/Bookkeeper

Byerly's
Minnetonka, MN
06.1988 - 05.2000
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Supported operations by communicating with customers, filing documents and managing data.
  • Reported financial data and updated financial records in ledgers and journals.
  • Reconciled cash drawer end of each shift, accounting for errors and resolving discrepancies.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
  • Handled daily credit and cash transactions for customers with accuracy and speed.
  • Processed accurate and efficient sales and return transactions to facilitate customer satisfaction.
  • Weighed letters and packages and calculated costs based on classification, weight and destination.
  • Minimized delivery delays by verifying merchandise, labels and documents for customer order prior to shipment.
  • Pleasantly greeted customers and provided prompt and courteous service, bagging their orders with care.
  • Placed customer's purchased goods into bags, maximizing space while avoiding overloading.
  • Loaded groceries into customers' vehicles, efficiently, accurately with care.
  • Returned unwanted merchandise and retrieved specially requested products.
  • Collected and returned all hand baskets and shopping carts to proper place for new customer use.
  • Immediately cleaned all spills on sidewalks and floors to prevent customer and employee injury.
  • Smoothed check out process by replenishing bag supply and retrieving carts.
  • Directed customers to appropriate areas in store to assist with locating products.
  • Worked together with cashiers to guarantee customer satisfaction.

Education

Travel Industry Certification - Travel And Tourism

Southeastern Academy
Kissimmee, FL
09.1990 - 12.1990

High School Diploma -

Wayzata High School
Plymouth, MN
09.1988 - 06.1990

Skills

    Administrative support

undefined

Certification

Front Line Leadership

References

Connie Bunkelmen - Business Partner, Total Rewards - Lund Food Holdings, Inc.

(952)915-2641 - Connie.Bunkelmen@lfhi.com

I have worked with Connie for the past 10-15 years, coordinating with her in regards to employee benefits.

Dave Walling - Payroll Lead - Lund Food Holdings, Inc.

(952)915-3730 - Dave.Walling@lfhi.com

I have worked with Dave for the past 8 years assisting in processing payroll, ensuring timesheets are accurate and employees are paid correctly.

Christopher Gindorff - Sr Manager QA/Food Safety - Lund Food Holdings, Inc.

(952)915-4821 - Chris.Gindorff@lfhi.com

I have worked with Chris for the past 8 years coordinating GMP onboarding of new employees.

Heidi Gilder - Sanitation and Safety Manager - Lund Food Holdings, Inc. Mitchell Road

(952) 915-4819 - Heidi.Gilder@lfhi.com

I have worked with Heidi for the past 8 years, assisting in payroll and scheduling, work comp and LOA's

Ross Huseby - General Manager - Lund Food Holdings, Inc. St. Louis Park

(952)929-4100 - Ross.Huseby@lfhi.com

I worked for Ross while working at the St. Louis Park location. He had asked me to return to work after having my daughter, to help with their lack of bookkeeping staff.

Gary Larges - General Manager - Lund Food Holdings, Inc. Highway 7 Minnetonka

(952)935-0198 - Gary.Larges@lfhi.com

Gary had promoted me to an Operation Supervisor working at the Northeast location.

Sharon Teich - Manager Employee Insights & Technology

(952)915-2609 -Sharon.Teich@lfhi.com

I worked with Sharon assisting with the development and testing of Dayforce.

Timeline

HIPPA Certification

07-2021

EX/Customer Service Assistant

Lund Food Holdings, Inc.
09.2013 - Current

Operations Supervisor

Lunds
11.2012 - 09.2013

Manger In Training (LRP)

10-2012

Interview and Selection Training

04-2012

Front Line Leadership

02-2012

Front End Supervisor

Byerly's
05.2011 - 11.2012

Bookkeeper

Byerly's
06.2001 - 05.2011

Travel Industry Certification - Travel And Tourism

Southeastern Academy
09.1990 - 12.1990

High School Diploma -

Wayzata High School
09.1988 - 06.1990

Carry-out/Cashier/Customer Service Desk/Bookkeeper

Byerly's
06.1988 - 05.2000

Similar Profiles

CREATE PROFILE
Rosemary LuomaEX/Customer Service Assistant