Erica Davis
LA CROSSE
Summary
Dynamic Customer Service Manager with a proven track record at Food Lion, excelling in conflict resolution and team leadership. Expert in training and mentoring staff, enhancing customer satisfaction, and implementing effective solutions that reduced complaints. Proficient in Microsoft Excel, leveraging data to drive performance improvements and foster loyalty.
Overview
23
23
years of professional experience
Work History
Customer Service Manager
Food Lion
07.2017 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Assistant Store Manager
Family Dollar
08.2002 - 11.2016
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Education
High School Diploma -
Park View High School
South Hill, VA06.2002
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- Decision-making
- Excellent time management skills
- Cash handling
- Team building and leadership
- Customer relationship management (CRM)
- Conflict resolution techniques
- Relationship building
- Handling escalations
- Staff training
- Schedule management
- Product knowledge
- Training and coaching
Timeline
Customer Service Manager
Food Lion
07.2017 - Current
Assistant Store Manager
Family Dollar
08.2002 - 11.2016
High School Diploma -
Park View High School
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