Will Boyle
NAPLES,FL
Summary
Positive, upbeat Store Manager brings more than 20 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty. Personable and dedicated Customer Service Representative with extensive experience in retail industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
22
22
years of professional experience
Work History
Customer Service Officer
Nova Wealth Management
Bonita Springs, FL
10.2022 - Current
- Provided customer service in a courteous and professional manner.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Established trustful relationships with customers through effective communication skills.
- Resolved customer issues in an efficient and timely manner.
- Maintained accurate records of customer interactions and transactions.
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Managed daily operations of the Customer Service Department.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Educated customers on products and services offered by the company.
- Communicated information to customers about product quality, value and style.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled escalated customer complaints and disputes in a professional manner.
- Identified potential opportunities to upsell products or services to customers.
- Performed follow-up calls to ensure customer satisfaction with product and service delivery.
- Processed payments and updated balances and customer totals.
- Assisted customers with placing orders for products and services.
- Educated customers on special pricing opportunities and company offerings.
- Trained new employees on company policies related to customer service practices.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Reviewed account and service histories to identify trends and resolve issues.
- Created reports summarizing customer feedback data for management review.
- Audited customer account information to identify issues and develop solutions.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Ensured compliance with applicable laws and regulations related to customer service activities.
- Developed strategies to improve customer service processes and procedures.
- Learned basic conversational words in languages most common to customer base to improve service.
- Collaborated with other departments within the organization on various projects.
- Identified and pursued cross-selling opportunities to bring in high volume of new revenue per month.
- Scheduled service appointment to resolve complex, site-specific issues.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Monitored inventory levels of products available for sale to customers.
- Set up and activated customer accounts.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Developed strong customer relationships to encourage repeat business.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Mentored new employees on procedures and policies to maximize team performance.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Store Manager
Publix Super Markets Inc
Naples, FL
06.2002 - 10.2022
- Recruited, trained and supervised new employees.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Resolved customer complaints in a timely manner.
- Created weekly work schedules for store personnel.
- Trained and mentored associates to teach daily tasks and procedures.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Monitored employee performance and identified performance gaps for corrective action.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Updated and maintained store signage and displays.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Prepared monthly reports on sales figures, expenses, profits.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Ensured compliance with safety regulations and company policies.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Monitored inventory levels and placed orders to restock shelves.
- Established customer service standards and monitored staff compliance.
- Maintained accurate records of employee performance reviews.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Performed regular price checks to ensure competitive pricing.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Developed strategies to maximize sales and profitability.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Organized promotional events to increase product awareness.
- Planned special promotions or discounts based on market trends.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Implemented efficient systems for tracking stock movement.
- Assessed operational efficiency of the store's departments.
- Identified opportunities for cost savings through waste reduction initiatives.
- Developed relationships with suppliers to negotiate better prices.
- Provided feedback on marketing campaigns to improve effectiveness.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Implemented successful business strategies to increase revenue and target new markets.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Mitigated business risks by working closely with staff members and assessing performance.
- Monitored progress by establishing plans, budgets and measuring results.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Formed and sustained strategic relationships with clients.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Implemented campaigns and promotions to help with developing goods and services.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
Skills
- Account Management
- Service Recommendations
- Issue Research
- Logistics Coordination
- Order Management
- Employee Development
Affiliations
- Baseball Coach
- Serve as Pastoral Care at my church
- Host pre-marital and marital groups to help couples
- Speaker for events at my church
References
References available upon request.
Timeline
Customer Service Officer
Nova Wealth Management
10.2022 - Current
Store Manager
Publix Super Markets Inc
06.2002 - 10.2022