Stephanie Gilbert

Customer Service Supervisor

Wawa Food Markets

05.2016 - Current

Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Collaborated with other departments to address recurring customer concerns, improving overall service quality.
Coached employees through day-to-day work and complex problems.
Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
Monitored metrics and developed actionable insights to improve efficiency and performance.
Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.