Shaniesia Gross
Marietta,GA
Summary
Driven manager with a proven track record at Wendy's Restaurant, adept in team leadership and complex problem-solving. Excelled in enhancing customer satisfaction and resolving conflicts, significantly improving team performance. Skilled in CRM and effective communication, consistently achieving results beyond expectations. Accomplished Customer Service Professional achieving all goals and tasks given.
Overview
4
4
years of professional experience
Work History
Manager
Wendys Resturaunt
09.2023 - Current
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Supervisor
Star Health
01.2021 - 08.2023
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Customer Service Representative
Costco
03.2020 - 07.2022
- 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.
Education
High School Diploma -
Lakewood High School
Lakewood, CA06.2000
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Customer Relationship Management (CRM)
- Customer Service
- Computer Skills
- Effective Communication
- Decision-Making
- Problem Resolution
- Attention to Detail
- Analytical Thinking
Timeline
Manager
Wendys Resturaunt
09.2023 - Current
Supervisor
Star Health
01.2021 - 08.2023
Customer Service Representative
Costco
03.2020 - 07.2022
High School Diploma -
Lakewood High School
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