Shawntel Hardy

• - Led a team of 20+ employees to deliver consistent, high-quality customer experiences in a fast-paced retail and healthcare environment.
• - Coached team members on service standards and customer engagement practices, resulting in improved satisfaction scores, and reduced complaints.
• - Served as the escalation point for customer issues, resolving sensitive concerns promptly and empathetically to ensure retention and satisfaction.
• - Partnered with pharmacy and clinic leaders to coordinate seamless customer care across departments, aligning service delivery, and addressing patient needs.
• - Tracked daily performance metrics, analyzed trends, and created action plans to drive improvements in customer service, operational efficiency, and sales.
• - Conducted community outreach to build brand presence and forge relationships with local healthcare providers and organizations.
• - Led onboarding and continuous training programs to strengthen service consistency, compliance, and team engagement.
• - Communicated with district and corporate partners to implement new service initiatives, and provide frontline customer feedback.

Key Achievements

• - Boosted customer satisfaction scores by improving response times and staff training around proactive service delivery.
• - Led customer feedback action plans that reduced repeat complaints and increased loyalty program participation.
• - Designed and implemented scheduling changes that increased staff availability during peak customer hours, improving service flow.