VICTORIA JAMES
PHENIX CITY,AL
Summary
Dynamic Customer Service Manager with over 13 years of experience and a proven track record at Publix, excelling in team leadership and employee development. Proficient at establishing strong customer relationships, resulting in increased customer satisfaction. Skilled in Customer Service, Accounting,Bookkeeping, Payroll Administration, New Hiring Processing, Financial Record Keeping,Relationship Building, Operations Management, and fostering a positive work environment for optimal team efficiency. I thrive in fast-paced environments while ensuring operational excellence and a clean workspace.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Publix
Columbus, GA
05.2023 - 05.2026
- Facilitated guest reception and assistance in a high-traffic retail environment generating over 1 million dollars weekly.
- Supervised teams of 20 to 40 employees to ensure operational efficiency.
- Utilized Oasis software to support team operations. Assisted in data management using Excel. Collaborated with colleagues on Microsoft Office and Teams for project coordination. Operated POS systems to facilitate transactions.
- Facilitated communication through calls, emails, and faxes, focusing on customer concern resolution and accurate product information provision.
- Managed opening and closing procedures while overseeing shift transitions to ensure operational efficiency.
- Addressed employee inquiries regarding pay issues promptly, fostering positive relationships between management and staff members in multiple departments.
- Analyzed payroll data to identify discrepancies, ensuring timely resolutions and compliance with regulations.
- Spearheaded recruitment, interviewing, and hiring processes while establishing a mentoring program to enhance employee engagement.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Oversaw inventory management and timely ordering of supplies for daily operational needs.
- Oversaw money order processing operations to enhance customer service efficiency. Trained team members on best practices for handling money orders. Implemented streamlined procedures to reduce processing time for money orders.
- Supervised cash drawer operations across multiple checkout stations, ensuring optimal cash flow.
- Analyzed and confirmed bank deposit transactions, safeguarding against discrepancies and enhancing financial reporting.
- Utilized CCTV camera systems to identify theft and strengthen security protocols.
- Analyzed cash flow and transaction records to identify discrepancies and enhance financial reporting accuracy.
- Developed and analyzed financial forecasts to support organizational budgeting and planning efforts.
- Oversaw financial reporting processes to guarantee accuracy and compliance. Led initiatives to streamline accounting operations and improve efficiency. Mentored junior staff in accounting principles and practices.
- Assisted in recruitment processes by screening resumes and scheduling interviews. Supported onboarding activities for new hires to ensure smooth transitions. Collaborated with team members to maintain employee records and assist with HR inquiries.
- Assisted in managing lottery operations to ensure compliance with regulations. Supported team members in executing promotional campaigns to increase participation. Contributed to customer service efforts by addressing inquiries and providing information about lottery games.
- Facilitated financial transactions and money transfers through Western Union services.
- Performed detailed assessments of safe functionality and security features to uphold operational standards.
- Designed and implemented employee schedules to ensure adequate staffing during busy periods, while actively monitoring call-outs.
- Analyzed customer feedback to identify trends and implement improvements.
- Managed cash checking operations, maintaining compliance with financial regulations and procedures.
- Collaborated with management to optimize workflow processes for efficiency.
- Achieved improved financial oversight by analyzing monthly trends and expenses. Enhanced reporting accuracy through effective collaboration with finance teams. Drove initiatives that resulted in more informed budgetary decisions.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Assisted in organizing and maintaining file retention systems for efficient access. Supported teams in adhering to file retention policies and procedures. Contributed to the development of best practices for document management.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Maintained high standards of reliability and accountability across all assigned duties.
- Utilized active listening and communication skills to successfully deescalate tense situations.
- Oversaw implementation of drug screening protocols to support organizational policies and employee well-being.
Customer Service Team Leader
Publix
Phenix City, AL
08.2015 - 05.2023
- Supervised teams of 20 to 40 employees to ensure operational efficiency.
- Facilitated communication through calls, emails, and faxes, focusing on customer concern resolution and accurate product information provision.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assisted in conducting interviews to evaluate candidate qualifications. Supported hiring managers in the selection process by providing feedback on candidates. Coordinated interview schedules to ensure timely communication with applicants.
- Managed the collection and organization of new hire documentation to ensure compliance with company policies.
- Maintained employee privacy and protected payroll operations by keeping all information confidential.
- Assisted in organizing and maintaining file retention systems for efficient access. Supported teams in adhering to file retention policies and procedures. Contributed to the development of best practices for document management.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Assisted HR with processing I-9 tax information. Supported compliance with employment verification requirements. Facilitated communication between employees and HR regarding tax documentation.
- Developed and implemented training programs, both in-store and online, to expand educational resources for staff.
- Evaluated associate performance and delivered targeted training to meet developmental needs.
- Maintained an organized and sanitary customer service environment to enhance client satisfaction.
- Ensured cleanliness and organization of checkout areas through mopping floors, emptying trash cans, and sanitizing surfaces.
- Managed supply restocking and executed purchase orders to ensure optimal inventory levels.
Assistant Store Manager
Cato's Fashion
Columbus, GA
08.2012 - 08.2015
- Managed independent store operations, including opening and closing procedures.
- Verified cash drawer operations across multiple checkout registers, while overseeing shift transitions to ensure operational efficiency.
- Oversaw execution of payment processing for credit and debit cards, maintaining accuracy in cash change transactions.
- Mentored sales associates on product specifications, sales incentives, and effective selling techniques.
- Ensured accuracy of inventory counts monthly by staying within compliance.
- Facilitated customer interactions by welcoming inquiries and providing detailed product information for optimal purchasing choices.
- Cultivated positive customer relationships through prompt responses to service inquiries.
- Managed organization of store merchandise racks and displays to enhance visual appeal.
- Ensured cleanliness and organization of dressing rooms and checkout areas through mopping floors, emptying trash cans, and sanitizing surfaces.
Education
No Degree - Bachelor in Science of Nursing
Chattahoochee Valley Community College
Phenix City, ALAdvanced High School Diploma -
Smiths Station High School
Smiths Station, AL05.2012
Skills
- Microsoft Outlook, Word, Excel, Oasis, and Teams
- Customer Service Representative
- Accounting
- Bookkeeping
- Payroll Administration
- Interviewing/New Hiring Processing
- Analyzing Financial Records
- Budget/Expense Tracking
- Auditing
- Cash Handling
- Employee Scheduling/Workflow Planning
- Timekeeping Management
- Staff Training/Mentoring Development
- Positive/Constructive Feedback
- Verbal/Written Communication
- Problem Solving
- Conflict/De-Escalation Resolutions
- Opening/Closing Procedures
- Maintaining Inventory/Supply Ordering
- Safety Monitoring
- Maintaining a Clean Workspace Area
- Office Organization
- Maintaining Good Customer Relationships
Certification
Certified Food Safety Specialist and CPR Certified
Timeline
Customer Service Manager
Publix
05.2023 - 05.2026
Customer Service Team Leader
Publix
08.2015 - 05.2023
Assistant Store Manager
Cato's Fashion
08.2012 - 08.2015
No Degree - Bachelor in Science of Nursing
Chattahoochee Valley Community College
Advanced High School Diploma -
Smiths Station High School