Sonja Ross
Woodsville
Summary
Dedicated customer service leader skilled in employee training and conflict resolution. Proven track record in enhancing service quality and building strong relationships to drive customer satisfaction.
Overview
30
30
years of professional experience
Work History
Customer Service Team Leader
Cumberland Farms
Woodsville
02.2018 - 03.2025
- Trained new employees on company policies and service standards.
- Resolved customer complaints through effective communication and problem-solving.
- Monitored inventory levels and ordered supplies for operations.
- Cultivated strong relationships with customers, vendors, and stakeholders to enhance collaboration and service delivery.
- Established customer feedback mechanisms to gather insights and drive improvements in service quality.
- Led customer service team to deliver consistent, high-quality support and resolve customer issues effectively.
Shift Leader
Dunkin' Donuts
Concord
03.2014 - 01.2018
- Supervised daily operations and maintained service quality standards.
- Trained new team members on procedures and customer service techniques.
- Managed inventory levels and ensured timely restocking of supplies.
- Handled customer complaints and resolved issues to enhance satisfaction.
- Monitored food safety practices and maintained cleanliness in the workspace.
- Assisted in cash handling procedures and balanced registers at shift end.
Assistant Manager
Dunkin Donuts
Orlando
09.2011 - 01.2014
- Supervised daily operations to ensure efficient service and customer satisfaction.
- Resolved customer complaints promptly, ensuring a positive dining experience.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
Assistant Customer Service Manager
Hannafords
Hooksett
10.2006 - 07.2011
- Led customer service team to develop support strategies that improved service quality for customers.
- Collaborated with cross-functional teams to enhance communication and streamline workflows.
- Oversaw scheduling and staffing to maintain optimal coverage during peak hours, ensuring customer needs were met.
- Facilitated regular team meetings to share best practices and foster collaboration.
Assistant Store Manager
Weathervane Seafood
Chichester
06.1995 - 09.2006
- Supervised daily operations to ensure efficient store management.
- Trained and mentored staff on customer service best practices to enhance customer satisfaction.
- Developed staff schedules to optimize coverage and service levels.
- Implemented promotional displays to increase visibility and sales of seasonal seafood offerings.
- Monitored compliance with health and safety regulations in food handling procedures.
- Oversaw daily cash handling procedures, ensuring accuracy and resolving discrepancies.
Education
High School Diploma -
Bishop Brady
Concord, NH06-1997
Skills
- Customer relationship management
- Service quality assurance
- Performance metrics
- Employee training
- Team building
- Conflict resolution
Timeline
Customer Service Team Leader
Cumberland Farms
02.2018 - 03.2025
Shift Leader
Dunkin' Donuts
03.2014 - 01.2018
Assistant Manager
Dunkin Donuts
09.2011 - 01.2014
Assistant Customer Service Manager
Hannafords
10.2006 - 07.2011
Assistant Store Manager
Weathervane Seafood
06.1995 - 09.2006
High School Diploma -
Bishop Brady