Summary
Overview
Work History
Education
Skills
Timeline
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Sabrina Rose

Leander

Summary

Dynamic customer service leader with a proven track record at HEB Grocery Store, enhancing customer satisfaction through effective complaint resolution and streamlined operations. Skilled in cash handling and interdepartmental communication, I fostered teamwork and reduced employee turnover, driving a culture of continuous improvement and operational excellence.

Overview

5
5
years of professional experience

Work History

Customer Service Lead

HEB Grocery Store
02.2024 - Current
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Tailored training process for multiple roles to specific store location and selected a group of mentors to oversee rollout.

Service Leader

HEB Grocery Store
08.2023 - 02.2024
  • Handled escalated customer complaints professionally, resolving situations in a manner that satisfied both parties whenever possible.
  • Promoted teamwork within the department, leading to improved collaboration and greater overall effectiveness.
  • Mentored junior team members in best practices for excellent customer service delivery, cultivating a culture of continuous improvement and growth.
  • Established a high level of trust with clients by consistently delivering on commitments and maintaining open lines of communication.
  • Collaborated with other departments to resolve complex client issues quickly and effectively.
  • Managed a team of service representatives, ensuring consistent quality across all interactions.
  • Spearheaded initiatives aimed at enhancing the overall customer experience, resulting in positive feedback from clients and increased brand loyalty.
  • Streamlined service processes for improved efficiency and reduced waiting times for customers.
  • Balanced staffing levels appropriately according to demand fluctuations, optimizing labor costs without sacrificing service quality.
  • Contributed to increased sales revenue by identifying upselling opportunities during client interactions.
  • Reduced employee turnover by implementing effective hiring practices and fostering a positive work environment.

Manager in Charge

HEB Grocery Store
08.2020 - 11.2021
  • Enhanced employee engagement with regular feedback, recognition programs, and career development support.
  • Reduced staff turnover rates with effective onboarding processes, training programs, and ongoing support for professional growth opportunities.
  • Led cross-functional teams to streamline operations and successfully achieve organizational goals.
  • Created a positive work environment by fostering open communication and encouraging employee development opportunities.
  • Managed budgets effectively, reducing unnecessary expenses while maintaining high-quality resources for the team.
  • Oversaw hiring process, selecting top talent that contributed significantly to company growth and success.
  • Managed risk effectively by establishing robust policies and procedures that mitigated potential issues before they escalated into larger problems affecting the business operations or reputation among clients.
  • Fostered a culture of continuous improvement by encouraging employees to share ideas and take ownership of their work, resulting in higher levels of job satisfaction and operational excellence.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.

Education

Associate of Science - Psychology

Austin Community College
Austin, TX

Skills

  • Email etiquette
  • Payment processing
  • Cash handling
  • Business writing
  • Department operations
  • Customer complaint resolution
  • Interdepartmental communication
  • Follow-up skills

Timeline

Customer Service Lead

HEB Grocery Store
02.2024 - Current

Service Leader

HEB Grocery Store
08.2023 - 02.2024

Manager in Charge

HEB Grocery Store
08.2020 - 11.2021

Associate of Science - Psychology

Austin Community College

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