Shelly Hosten
Dover,DE
Summary
Driven Customer Service Supervisor offers 20 years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.
Overview
20
20
years of professional experience
Work History
Customer Service Manager
Redner's Warehouse Markets
Dover, DE
04.2015 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
Crew Trainer
McDonald's
Dover, DE
01.2013 - 03.2016
- Developed and implemented training programs to ensure crew members were adequately prepared for their roles.
- Conducted onboarding sessions with new hires, providing them with an overview of company policies and procedures.
- Monitored performance of crew members in the field, providing feedback and guidance when needed.
- Identified areas of improvement within the team by implementing regular assessments and evaluations.
- Assisted management in developing strategies to improve customer service standards.
- Ensured that all safety protocols were followed during training sessions.
- Instructed new team members on correct procedures for operations.
- Provided constructive feedback and one-on-one coaching to employees.
- Delivered group and individual needs-based training to personnel.
Casino Cage Cashier
Dover Downs Gaming & Entertainment
Dover , DE
09.2013 - 02.2014
- Processed customer transactions, including cashing checks, redeeming chips and tokens, and exchanging currency.
- Balanced the cash drawer at the beginning and end of each shift.
- Verified customer identification to ensure compliance with gaming regulations.
- Maintained an accurate record of all transactions in the casino's computer system.
- Performed daily audits of all currency transactions for accuracy.
- Ensured that all cage operations were conducted in accordance with established policies and procedures.
- Managed the payment of jackpots and other winnings to customers in a timely manner.
Cashier
Target
Dover, DE
01.2012 - 06.2012
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Answered customer inquiries regarding store policies and procedures.
- Stocked shelves with merchandise when needed.
- Processed returns and exchanges of merchandise in accordance with store policies.
Education
Associate of Science - Political Science And Government
SAMUEL J TILDEN
Brooklyn, NY06-2022
Some College (No Degree) - Criminal Justice
Briarcliffe College
Bethpage, NYSkills
- Schedule Coordination
- Service Delivery Optimization
- Regulatory Compliance
- Project Management
- Complaint resolution
- Customer Relations
- Cash Handling
- Budgeting and finance
Timeline
Customer Service Manager
Redner's Warehouse Markets
04.2015 - Current
Casino Cage Cashier
Dover Downs Gaming & Entertainment
09.2013 - 02.2014
Crew Trainer
McDonald's
01.2013 - 03.2016
Cashier
Target
01.2012 - 06.2012
Associate of Science - Political Science And Government
SAMUEL J TILDEN
Some College (No Degree) - Criminal Justice
Briarcliffe College