Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Shelby Gerowe

Owings,MD

Summary

Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures. Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Call Center Manager

Closet America
11.2016 - Current
  • Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Defined clear targets and objectives and communicated to other team members.
  • Trained team members on performance metrics and consumer behavior identification.
  • Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.

Customer Service Supervisor

Closet America
Hyattsville, MD
12.2023 - Current
  • Identified issues, analyzed information and provided solutions to problems.
  • Provided professional services and support in a dynamic work environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Gained strong leadership skills by managing projects from start to finish.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

Front of House Manager

Panera
11.2015 - 11.2016
  • Performed cash handling activities and secured nightly bank deposits.
  • Developed and implemented marketing initiatives to increase sales and revenue.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Trained new hires on company policies, procedure, s as well as proper food handling techniques which resulted in reduced turnover rates.
  • Streamlined operations for improved efficiency and cost savings by overseeing staff scheduling, inventory, and ordering processes.

Restaurant Front of House Manager

The Rose Group
10.2011 - 11.2015
  • Performed cash handling activities and secured nightly bank deposits.
  • Improved table turnover rates with efficient seating procedures and timely clearing of tables after guests'' departures.
  • Conducted regular staff meetings to provide updates, address concerns, and maintain open lines of communication among team members.
  • Collaborated with chefs to create seasonal menus and promotional offers.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.
  • Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
  • Increased employee productivity through effective scheduling, training, and performance evaluations for all front of house staff.

Education

Bachelor of Science - Marketing

Keuka College
Keuka Park, NY
05.2012

Skills

  • Emergency Response
  • Decision-Making
  • Strategic Planning
  • Quality Assurance
  • Team coaching
  • Employee Coaching and Mentoring
  • Call Routing
  • Process Improvement
  • Schedule oversight
  • Script Development
  • Call Monitoring
  • Scheduling and Coordinating
  • Reporting skills

Certification

  • Maryland Manufacturing Future Leaders Program, MEP 2022

Timeline

Customer Service Supervisor

Closet America
12.2023 - Current

Call Center Manager

Closet America
11.2016 - Current

Front of House Manager

Panera
11.2015 - 11.2016

Restaurant Front of House Manager

The Rose Group
10.2011 - 11.2015

Bachelor of Science - Marketing

Keuka College

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Shelby Gerowe