Susan Lewis Carey
Customer Service
Fitchburg,MA
Summary
Dynamic leader with extensive experience at Cumberland Farms, excelling in team management and customer service. Proven track record in enhancing sales performance and streamlining operations, while fostering a motivated workforce. Skilled in problem-solving and time management, driving significant improvements in efficiency and customer satisfaction.
Overview
2015
2015
years of professional experience
Work History
Customer Service Sales Agent Team Leader
Cumberland Farms
- Led customer service team to enhance sales performance and improve customer satisfaction.
- Trained new agents on company policies, products, and effective sales techniques.
- Implemented processes to streamline customer interactions and reduce response times.
- Monitored team performance metrics to identify areas for improvement and coaching opportunities.
- Managed time to cover daily sales, delivery and inventory requirements, oversee cash deposits and reconcile weekly payroll.
- Led by example setting high standards in professionalism, ethical conduct, punctuality which inspired dedication from my teams.
- Ensured adherence to company policies and procedures among all team members for consistent service delivery across the board.
Manager
Cumberland Farms
01.2003 - 01.2015
- Streamlined inventory management processes, enhancing stock accuracy and reducing discrepancies.
- Trained team members on operational best practices, fostering an environment of continuous improvement.
- Implemented cost-saving initiatives, optimizing resource allocation and minimizing waste.
- Analyzed sales trends to forecast demand, ensuring inventory levels met customer needs effectively.
- Developed and enforced safety protocols, improving workplace compliance and employee safety awareness.
- Oversaw daily operations, ensuring adherence to company policies and operational standards.
- Led performance reviews and provided constructive feedback, supporting employee development and retention initiatives.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
Education
Bachelor of Arts - Human Development And Its Physical Aspects
Lake Erie College
Painesville, OH05-1974
Skills
Call center experience
Team management
Coaching and mentoring
Staff motivation
Customer service
Problem-solving
Time management
Multitasking and organization
Goal oriented
Critical thinking
Active listening
Adaptability and flexibility
Decision-making
Accomplishments
Have Servesafe cerifacation.
Became a professional Tennis player and coach from 1993 to 2003 in St. Thomas, U.S.V.I.
Ran StrokePlay tennis business for 10 years in St. Thomas, U.S.V.I. Purchased and sold equipment to locals and island guests. Taught and coached locals the skills and game of tennis.
Timeline
Manager
Cumberland Farms
01.2003 - 01.2015
Customer Service Sales Agent Team Leader
Cumberland Farms
Bachelor of Arts - Human Development And Its Physical Aspects
Lake Erie College