Stephanie Pugh
Castleberry,AL
Overview
28
28
years of professional experience
Work History
Assistant Manager
Bobby's Marathon
Castleberry, AL
12.2014 - 08.2020
- Managed customer service inquiries and complaints in a timely manner.
- Ensured compliance with safety regulations and company policies.
- Communicated regularly with customers to gain insights into their needs.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Supervised daily operations including scheduling shifts, assigning duties.
- Resolved conflicts between team members in an effective manner.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recruited and trained new employees to meet job requirements.
Bank Teller
First National Bank
Brewton, Alabama
08.1996 - 11.1998
- Followed strict compliance guidelines when completing financial transactions for customers.
- Balanced teller drawers regularly throughout the day according to established procedures.
- Assisted customers with opening new accounts, ordering checks, and setting up online banking services.
- Resolved customer disputes promptly in accordance with bank policies and procedures.
- Maintained confidentiality of bank records, transactions and customer information.
- Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Reconciled daily sales sheets with actual physical money received from customers or deposited into ATM machines.
- Provided assistance to other tellers during peak business hours as needed.
- Processed deposits, withdrawals, transfers, loan payments and other transactions accurately and efficiently.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Performed cash handling duties including counting currency, coins and checks.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Welcomed customers and offered pleasant service during entire transaction.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Entered transactions into computer and issued customer receipts.
- Explained bank services, financial products and applicable fees to customers.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Reconciled cash and checks against computer records at end of shift.
- Opened new checking, savings and lines of credit for customer accounts.
- Delivered exceptional service to customers in person or over telephone.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Directed specific questions to appropriate branch personnel.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Identified transaction errors when debits and credits did not balance.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Transmitted orders to supply cash to meet daily needs.
- Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
Shift Manager
Taco Bell Restaurant
Brewton, Alabama
06.1992 - 08.1996
- Managed the scheduling of staff shifts to ensure adequate coverage at all times.
- Resolved conflicts between employees or customers in a professional manner.
- Analyzed sales reports for trends in order to identify areas for improvement or growth opportunities.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Trained new employees on company policies, procedures, and job responsibilities.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Resolved conflicts between staff members in a professional manner.
- Enforced safety standards throughout the store including proper use of equipment.
- Inspected work areas regularly for cleanliness and organization standards.
- Responded quickly and effectively to emergency situations as they arose.
- Assisted in resolving escalated customer service issues in a timely manner.
- Prepared detailed incident reports following any incidents that occurred during shifts.
- Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.
- Investigated customer complaints regarding merchandise quality or availability promptly.
- Ensured compliance with food safety regulations and quality standards.
- Monitored store operations to ensure compliance with company policies and procedures.
- Provided coaching and guidance to team members when necessary to improve performance.
- Upheld company standards and compliance requirements for operations.
- Helped employees accomplish tasks during peak periods.
- Coordinated shift workers for inventory receiving, auditing and restocking.
- Taught staff upselling techniques to meet revenue targets.
- Managed schedules, accepted time off requests and maintained coverage for shifts.
- Documented receipts, employee hours and inventory movement.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Directed and led employees and team members on effective operations, methods and procedures.
- Reported employee behavioral issues, losses and customer complaints to upper-level management.
- Managed daily cash intake by counting out registers and tabulating profits.
- Communicated with other shift managers to facilitate continuum of customer service.
- Identified needs of customers promptly and efficiently.
- Read and interpreted work order specifications and information to plan, schedule and carry out jobs effectively.
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Enforced company policies, answered coworkers' questions and trained new personnel.
- Conducted training in equipment operations and safety procedures, briefing employees of hazards associated with work.
- Observed and monitored utilization of equipment.
Education
High School Diploma -
T R Miller High School
Brewton, AL05-1991
Some College (No Degree) - Banking And Financial Support Services
Alabama Banking School
Atmore, ALSkills
- Employee Scheduling
- Cost Reduction
- Operations Management
- Product and service knowledge
- Customer Relations
- Business Administration
- Workload Management
- Retail Operations Management
- Money Handling
- Customer rapport
- Staff Management
- Negotiation
- Staff Supervision
- Customer Relationship Management (CRM)
Timeline
Assistant Manager
Bobby's Marathon
12.2014 - 08.2020
Bank Teller
First National Bank
08.1996 - 11.1998
Shift Manager
Taco Bell Restaurant
06.1992 - 08.1996
High School Diploma -
T R Miller High School
Some College (No Degree) - Banking And Financial Support Services
Alabama Banking School