Summary
Overview
Work History
Education
Skills
Accomplishments
Wood burning and Ceramics
Timeline
Generic

Vickie Williamson

Delta,AL

Summary

Multifaceted customer service with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset. Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles. Personable customer service offering 30 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

23
23
years of professional experience

Work History

Lead Ad Set/Customer Service Representative

Kohl's Department Stores, Inc
08.2020 - Current
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Responded to customer calls and emails to answer questions about products and services.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Planned schedules and workflows based on expected customer demands.
  • Reviewed associate performance to identify training needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and provided backup support for organizational leadership.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Trained staff on operating procedures and company services.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Responded proactively and positively to rapid change.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Hostess

Cracker Barrel Old Country Store Inc
04.2019 - Current
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Answered customer questions about hours, seating, and menu information.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Monitored seating area and checked restrooms regularly to keep spotless.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Accommodated special seating requests for guests to enhance satisfaction.
  • Assigned patrons to tables suitable for needs and restaurant section rotation.
  • Cultivated positive guest relations by managing information and orchestrating speedy seating.
  • Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
  • Relayed guest comments or suggestions to manager on duty for further action.
  • Provided adequate supply of place settings for tables and miscellaneous supplies for work stations to last throughout assigned shift.
  • Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
  • Completed daily side work and opening and closing duties without fail.
  • Rearranged tables and chairs for large parties and retrieved high chairs for children.
  • Backed up servers by checking on tables and retrieving items for guests.
  • Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
  • Delivered pick-up and curbside orders to guests.
  • Advised customers about special offerings and menu items to help drive sales.
  • Supported needs of 30- person wait staff who attended to specific needs of countless customers daily for
  • Cracker Barrel restaurant with social relevancy and intentionality.

Hostess

Red Lobster Seafood
07.2017 - 02.2018
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Answered customer questions about hours, seating, and menu information.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Monitored seating area and checked restrooms regularly to keep spotless.
  • Assigned patrons to tables suitable for needs and restaurant section rotation.
  • Cultivated positive guest relations by managing information and orchestrating speedy seating.
  • Backed up servers by checking on tables and retrieving items for guests.
  • Opened and closed seating sections according to volume of guests.
  • Provided patrons with estimated waiting times during peak service hours.
  • Promoted business loyalty by fostering positive customer relationships.
  • Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
  • Delivered pick-up and curbside orders to guests.
  • Took initial drink orders and relayed information to wait or bar staff.

Lead Prep Cook

Pilot Travel Center
01.2013 - 06.2015
  • Maintained clean, hygienic kitchen workspace by sweeping, mopping, and taking out trash.
  • Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
  • Preserved freshness of food by storing food in designated containers and storage areas within freezer or refrigerator.
  • Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
  • Received shipments and placed items on proper shelves to restock and organize restaurant pantry.
  • Controlled food cost and waste by selecting and using correct ingredients and amounts.
  • Addressed and resolved customer complaints to increase trust and satisfaction.
  • Identified inefficiencies leading to improved productivity.
  • Communicated with vendors to negotiate prices for bulk ingredients and reduce costs.
  • Placed food trays over food warmers for immediate service or stored in refrigerated storage cabinets.
  • Kept kitchen clean and organized by performing daily maintenance tasks.
  • Followed health, safety and sanitation guidelines while preparing and serving food.
  • Prepared and cooked meals according to recipes and customer specifications.
  • Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
  • Monitored food quality and presentation to maintain high standards.
  • Maintained smooth and timely operations in preparation and delivery of meals.
  • Verified proper portion sizes to consistently attain high food quality standards.
  • Interacted with guests to obtain feedback on product quality and service levels.
  • Managed inventory and ordered food and supplies to maintain adequate stock.
  • Tasted, smelled, and pierced food with fork to verify sufficient cooking.

Opening Manager

Dakota Enterprise
08.2006 - 08.2012
  • Opened doors on time, greeted patrons and offered assistance with locating needed items.
  • Fielded customer complaints and comments.
  • Stocked, monitored and maintained inventory of diverse products.
  • Delegated daily tasks and oversaw 20 employees.
  • Delegated daily tasks and oversaw [Number] employees.
  • Prepared [Product or Service] for daily deliveries on time and in alignment with specifications.
  • Trained employees on [Product or Service], ensuring compliance with top quality standards.
  • Interacted well with customers to build connections and nurture relationships.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Reported issues to higher management with great detail.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Managed purchasing, sales, marketing and customer account operations efficiently.

Manager

Shell Gas Station
03.2000 - 03.2006
  • 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.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Improved safety procedures to create safe working conditions for workers.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Improved marketing to attract new customers and promote business.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Education

Business Management - Business Administration And Management

Phillips Jr. College
Columbus, GA.

High School Diploma -

First Assembly Academy
New Orleans, LA.
05.1982

Skills

  • Invoice Preparation and Processing
  • Complaint Resolution
  • Fleet Dispatching
  • Customer Data Confidentiality
  • First-Tier Technical Support
  • Policy and Procedure Adherence
  • Escalation Management
  • Order and Refund Processing
  • Trained in Salesforce
  • Business Correspondence
  • Remote Access Software
  • Safe Drops
  • Excellent Nonverbal Communication Skills
  • Financial Transactions
  • Billing Adjustments and Refunds
  • Quality Control
  • PC Networking
  • Sales Report Generation
  • Corrective Actions
  • Phone Answering
  • Help Desk Support
  • Cultural Awareness
  • National Security
  • Incoming Call Management
  • Sales Quota Achievement
  • Service Metrics Tracking
  • Sales and Upselling
  • Appointment Setting
  • Organizational Efficiency
  • Database Maintenance
  • Service Recommendations
  • Customer Account Management
  • Information Updates
  • Customer Retention Strategies
  • Administrative and Office Support
  • Calm and Professional Under Pressure
  • Business Solutions
  • Team Task Delegation
  • Merchandise Orders and Exchanges
  • Issue and Complaint Resolution
  • Customer Support
  • Call Volume and Quality Metrics
  • Investigate Claims
  • Complex Product Knowledge
  • Work Prioritization
  • Special Requests
  • Employee Orientation
  • Process Transactions
  • Corporate Systems
  • POS Transactions
  • Special Assignments
  • Database Management
  • Multitasking and Organization
  • Gas Collection
  • POS Systems and Ordering Platforms
  • Problem Diagnosis
  • Consistent Presentations
  • Microsoft Office
  • Trainer Mentoring
  • Livechat Messaging
  • Document and Records Management
  • Fraud Patterns
  • Payment Processing
  • Answering Client Questions
  • Order Fulfillment
  • Credit and Debt Card Processing
  • Rewards Tracking
  • Credit Card Applications

Accomplishments

  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 30 staff members.

Wood burning and Ceramics

I love creating things of beauty out of plain wood. 

I find great joy in taking a blank canvas and turning it into a piece of art that others are proud to display in their own homes.

After a long week at work sitting down and doing my hobbies just relaxes me and all my worries from the week just melt away.

Timeline

Lead Ad Set/Customer Service Representative

Kohl's Department Stores, Inc
08.2020 - Current

Hostess

Cracker Barrel Old Country Store Inc
04.2019 - Current

Hostess

Red Lobster Seafood
07.2017 - 02.2018

Lead Prep Cook

Pilot Travel Center
01.2013 - 06.2015

Opening Manager

Dakota Enterprise
08.2006 - 08.2012

Manager

Shell Gas Station
03.2000 - 03.2006

Business Management - Business Administration And Management

Phillips Jr. College

High School Diploma -

First Assembly Academy

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Vickie Williamson