Skyler George
The Card Association
McKinney,TX
8
Years of experience
Dynamic operations manager with a proven track record in enhancing customer engagement and performance metrics. Skilled in staff oversight and problem-solving, leading teams to exceed service expectations and drive successful outcomes.
Work History
Customer Care Supervisor
5 Years 7 Months- Mentored staff of ten on best practices in customer engagement, fostering a culture of excellence within the team.
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
- Supervised and supported a customer service team assisting merchants with payment processing, account inquiries, transaction issues, and service requests.
- Managed daily team operations, delegated responsibilities to each team member, monitored productivity, and ensured service and performance expectations were met.
- Prepared and submitted payroll information for team members, ensuring accurate reporting of hours and attendance.
- Used Google Sheets to organize, track, and maintain merchant leads, customer information, and team activity.
- Managed and distributed merchant leads to team members and monitored progress through follow-up and closing.
- Led team efforts to follow up with and close previous merchant processing (MP) opportunities, helping convert existing prospects into active accounts.
- Trained and coached new and existing employees on merchant processing procedures, customer service expectations, sales techniques, and company policies.
- Assisted merchants with declined transactions, refunds, deposits, processing questions, and account discrepancies.
- Coordinated with internal departments to resolve complex merchant account and processing issues.
- Maintained accurate documentation of merchant interactions, leads, account updates, and follow-up activity.
- Monitored employee performance, attendance, call quality, and productivity and provided ongoing feedback to improve results.
- Led weekly team meetings to review performance goals, address challenges, recognize achievements, and promote productivity, engagement, and a positive team environment.
- Led customer service team to enhance response times and service quality
- Developed training programs for staff, improving product knowledge and service delivery
Crew Member
6 Months- Streamlined communication between kitchen and front-of-house staff, ensuring timely order fulfillment.
- Enhanced customer experiences by quickly addressing and resolving complaints.
- Supported training of new crew members, leading to more efficient a more efficient onboarding process.
- Encouraged customer loyalty by remembering regular customers' preferences and making personalized recommendations.
- Maintained high standards of personal hygiene and cleanliness, contributing to a healthy dining environment.
- Accurately operated cash register to process customer payments.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Replenished condiments, beverages, and supplies while maintaining the cleanliness of service areas.
- Reconciled receipt totals, cash and credit payments to address shortages.
- Documented customer orders and conveyed special requests to kitchen staff.
- Contributed to increased sales by upselling menu items and promoting special offers.
- Counted Cash Registers at the end of the day or end of shift.
Crew Member
6 Months- Provided exceptional customer service in fast-paced restaurant environment.
- Operated cash register and handled transactions efficiently.
- Collaborated with team members to maintain cleanliness and organization.
- Assisted in training new crew members on operational procedures.
- Responded to customer inquiries, ensuring satisfaction and prompt resolution.
- Followed health and safety guidelines to ensure compliance at all times.
- Maintained inventory levels by restocking supplies as needed.
- Took orders, prepared meals, and collected payments.
- Worked front counter, drive-thru and other areas.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Cleaned and maintained all areas of the restaurant to promote a a clean image.
- Maintained high-quality food preparation standards, adhering to company guidelines for safety and cleanliness.
- Collaborated with fellow crew members for seamless shift transitions, ensuring smooth operations throughout the day.
- Became familiar with products to answer questions and make suggestions.
Education
High School Diploma
Associate of Arts - Clinical Psychology
- 3.8 GPA
- Honoree of The National Society of Collegiate Scholars (NSCS)
- Ranked in Top 20% of class
- Professional Development: Public Speaking
Skills
Customer Success Management
Policy execution
Account management
Training programs
Proficient in Google Sheets
Team leadership
Performance improvement
Policy implementation
Timeline
Customer Care Supervisor
The Card Association
01.2021 - CurrentRead More
Crew Member
Southern Multifoods
10.2019 - 04.2020Read More
Crew Member
Raising Cane's Restaurants
03.2018 - 09.2018Read More
Collin County Community College
Associate of Arts from Clinical Psychology
Read More
Timber Creek High School
High School Diploma
Read More