Shantina Hughes
Fort Lauderdale,FL
Summary
Dynamic leader with proven expertise in customer service excellence and team-building from a tenure at Publix. Excelled in enhancing customer loyalty and managing accounts, achieving notable customer satisfaction. Skilled in POS systems and fostering a collaborative team environment. Demonstrated ability to innovate and drive superior service standards, significantly improving team performance.
Overview
10
10
years of professional experience
Work History
Customer Service Team Leader
Publix
12.2014 - Current
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Evaluated customer service staff performance and provided constructive feedback.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Trained new personnel regarding company operations, policies and services.
- Attracted potential customers by answering product and services questions and suggesting information about other products and services.
- Cross-trained and provided backup support for organizational leadership.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and backed up other customer service managers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained staff on operating procedures and company services.
Education
High School Diploma - General Education
Piper High
Sunrise, FL06.2005
Skills
- Customer Account Management
- Corporate Standards
- Team-Building Exercises
- Maintaining Clean Work Areas
- Customer Loyalty
- Customer Service Excellence
- Training Development Aptitude
- Customer Care
- Billing Adjustments and Refunds
- Stocking and Replenishing
- Retail Store Support
- Organization and Recordkeeping
- POS Systems and Ordering Platforms
Timeline
Customer Service Team Leader
Publix
12.2014 - Current
High School Diploma - General Education
Piper High
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