Scott Burbank
Fayetteville,NC
Summary
Knowledgeable Desired Position with solid background in overseeing customer support teams. Proven track record of enhancing customer satisfaction and streamlining service processes. Demonstrated strong problem-solving abilities and effective team leadership.
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Customer service professional with extensive experience managing support teams and improving operational efficiency. Recognized for promoting team collaboration and achieving results. Consistently adaptable to changing needs and skilled in conflict resolution and staff training.
Experienced with leading customer service teams to deliver top-tier support. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Track record of fostering team collaboration and maintaining service quality.
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Experienced Job Title bringing Number years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.
Precise Office Administrator with Number years of experience. Expert in Software and Type protocols with training in Area of expertise. Distinguished history of decreasing office spending while increasing functionality.
Outgoing Job Title with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Proven track record of maintaining efficient office operations. Expertise in scheduling and coordinating meetings, managing travel and expense reports, and transcribing minutes.
Recent graduate with foundational knowledge in Area of study and hands-on experience gained through academic projects and internships. Demonstrates strong teamwork, problem-solving, and time-management skills. Prepared to start career and make meaningful contributions with commitment and drive.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
Food Lion Grocery
Fayetteville, NC
10.2023 - Current
- Supervised daily operations to enhance customer satisfaction and service efficiency.
- Implemented training programs for staff, improving product knowledge and service quality.
- Resolved complex customer inquiries, fostering positive relationships and loyalty.
- Monitored team performance metrics, identifying areas for improvement and coaching opportunities.
- Developed standard operating procedures to streamline processes and enhance operational consistency.
- Collaborated with management on strategic initiatives to improve customer experience and retention rates.
- Conducted regular staff meetings to communicate updates, gather feedback, and promote teamwork.
- Evaluated service delivery systems, recommending enhancements for increased effectiveness and client satisfaction.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Researched and corrected customer concerns to promote company loyalty.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Created customer support strategies to increase customer retention.
- Created, prepared, and delivered reports to various departments.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Reduced employee turnover by creating supportive and engaging work environment.
- Coordinated with other departments to ensure seamless customer experience.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Led by example, handling complex customer issues personally to ensure high standards of service.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Customer Service Representative
Hurtz Car Rental
Fayetteville, NC
10.2022 - 10.2023
- Assisted customers with inquiries and resolved issues efficiently.
- Utilized CRM software to track customer interactions and maintain records.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Processed orders, returns, and exchanges accurately in a fast-paced environment.
- Educated customers on product features and benefits to improve user experience.
Department Supervisor
Lowe's Home Improvement
Fayetteville, NC
03.2019 - 2022
- Supervised daily operations, ensuring optimal workflow and adherence to safety standards.
- Trained and mentored team members to enhance performance and customer service skills.
- Implemented inventory management strategies, reducing stock discrepancies and improving availability.
- Analyzed sales trends to optimize product placement and drive merchandising effectiveness.
- Collaborated with cross-functional teams to initiate process improvements, enhancing operational efficiency.
- Conducted regular performance evaluations, providing constructive feedback to foster professional growth.
- Developed scheduling systems to ensure adequate staffing levels during peak business hours.
- Resolved customer inquiries and complaints effectively, promoting a positive shopping experience.
- Trained new employees on overall company and department-specific policies and procedures.
- Managed team of Number employees, delegated tasks and held each employee accountable for completing assignments.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
- Built and designed large displays weekly to promote specific products.
- Assigned tasks and established work schedules to staff to cover operational needs.
- Implemented inventory management system to minimize waste, reduce costs, and maintain accurate stock levels.
- Achieved consistent on-time completion of projects by effectively delegating tasks and setting clear expectations for team members.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Handled cash register, returns, and refunds.
- Provided ongoing training opportunities to keep staff up-to-date on best practices in their respective roles, resulting in improved overall performance ratings across the board.
- Wrote out weekly schedules to maintain coverage levels for expected demands.
- Oversaw daily operational performance of Type team.
- Increased customer satisfaction by addressing concerns promptly and implementing improvements based on feedback.
- Collaborated with other departments to improve interdepartmental communication, promoting a cohesive organizational culture focused on achieving common goals.
- Maintained clean, organized workspaces for optimal functionality and employee safety.
- Built relationships with current customers to maintain goodwill and gain additional business.
Department Manager
Home Depot
Rochester, NY
10.2014 - 10.2019
- Ran the electric department for 2 years
Assistant Manager
Arby's
Rochester, NY
10.2016 - 03.2019
Education
High School Diploma - Early Childhood Education
Bosses
Elmira, NY09.2003
High school or equivalent - undefined
Elmira Free Academy
Elmira, NY06.2003
Skills
- Customer Service (10 years)
- Inventory (9 years)
- Team Building (6 years)
- Training
- Word
- Microsoft Word
- Assistant Manager Experience (4 years)
- Retail Sales (10 years)
- Retail Management (6 years)
- Management (6 years)
- Cash Handling (10 years)
- Inventory Control (10 years)
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team building and leadership
- Decision-making
- Team leadership
- Training and mentoring
- Customer relations
- Team development
- Positive and constructive feedback
- New hire training
- Work prioritization
- Relationship building
- Delegating work
- Handling escalations
- Customer relationship management (CRM)
- Issue resolution
- Employee scheduling
- Leading team meetings
- Complaint handling
- Quality assurance
- Goal setting
- Training programs
- Research and due diligence
- Workflow management
- Schedule management
- Schedule coordination
- Turnover minimization
- Report generation
- Team coaching
- Team management
- Research
- Employee supervision
- Handling complaints
- Staff training
- Coaching and mentoring
- Customer service management
Timeline
Customer Service Supervisor
Food Lion Grocery
10.2023 - Current
Customer Service Representative
Hurtz Car Rental
10.2022 - 10.2023
Department Supervisor
Lowe's Home Improvement
03.2019 - 2022
Assistant Manager
Arby's
10.2016 - 03.2019
Department Manager
Home Depot
10.2014 - 10.2019
High school or equivalent - undefined
Elmira Free Academy
High School Diploma - Early Childhood Education
Bosses