Madison Pulley
Richmond
Summary
Experienced customer service leader skilled in mentoring and training teams to achieve operational excellence. Focused on enhancing customer relations through effective communication and conflict resolution, committed to fostering a supportive atmosphere that drives employee satisfaction and performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant Customer Service Manager
Publix Supermarkets
Richmond, VA
12.2024 - Current
- Assisted in managing customer inquiries and resolving complaints to enhance satisfaction.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Coordinated training sessions for new staff, focusing on customer service best practices.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Analyzed customer trends to identify opportunities for enhanced service offerings.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
- Conducted regular performance evaluations for team members, providing constructive feedback and coaching.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Supervised payroll completion on a weekly basis to maintain financial accuracy and employee satisfaction.
Customer Service Team Leader
Publix Supermarkets
Richmond, VA
03.2022 - 12.2024
- Led customer service team, ensuring high standards of service delivery and customer satisfaction.
- Resolved customer complaints effectively, enhancing overall shopping experience and loyalty.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Trained and mentored new team members on company policies and best practices.
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Developed and implemented strategies to improve operational efficiency within the department.
- Led by example through consistently maintaining excellent performance standards.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Executed weekly payroll processes to guarantee timely and precise payments for store associates.
Customer Service Staff
Publix Supermarkets
Richmond, VA
08.2020 - 03.2022
- Provided exceptional customer service to enhance shopping experiences.
- Resolved customer inquiries and complaints efficiently to maintain satisfaction.
- Resolved issues for improved customer relations, utilizing active listening and empathy during interactions.
- Developed rapport with customers through friendly communication, building trust in the brand and promoting loyalty.
- Retained customers through exceptional problem-solving skills, demonstrating genuine care for their concerns.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Assistant Preschool Teacher
Greenwood Country Day School
Chesterfield, VA
08.2019 - 07.2020
- Assisted in implementing engaging lesson plans to foster children's cognitive and social development.
- Supported lead teacher in classroom management, promoting a positive learning environment for preschoolers.
- Led small group activities focused on literacy and numeracy skills, encouraging participation from all students.
- Collaborated with team to assess individual student needs, tailoring activities to enhance learning outcomes.
- Aided in the preparation of instructional materials, ensuring resources were readily available for each lesson.
- Organized educational materials and resources, ensuring accessibility for both educators and students.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
Education
No Degree - Elementary Education
University of Richmond
Richmond, VAAssociate of Science - Teacher Education
John Tyler Community College
Chester, VA12-2020
Skills
- Customer relations
- Staff training
- Training programs
- Schedule coordination
- Team development
- Cash handling
- Time management
- Decision-making
- Deadline oriented
- Conflict resolution
- Verbal and written communication
- Constructive feedback
Certification
CPR and First Aid Certified
Timeline
Assistant Customer Service Manager
Publix Supermarkets
12.2024 - Current
Customer Service Team Leader
Publix Supermarkets
03.2022 - 12.2024
Customer Service Staff
Publix Supermarkets
08.2020 - 03.2022
Assistant Preschool Teacher
Greenwood Country Day School
08.2019 - 07.2020
No Degree - Elementary Education
University of Richmond
Associate of Science - Teacher Education
John Tyler Community College