• Drive transformational change through leadership in crucial process improvement projects, ensuring commitment to excellence and effective customer experiences• Utilize computer system and modify reports to track productivity and quality of CSR’s performance• Assist the management team with the daily operation of the call center including the development, analyses, and implementation of policies and procedures• Support the department hiring initiatives, including staffing, training, scheduling, and reward/recognition programs• Handle inbound, outbound, and escalated calls to provide one-on-one guidance to support team members' growth• Perform ongoing process improvement projects, including the SMS messaging implementation, chat implementation, and setting territory rules for integrating international teams into Salesforce• Created and updated workflow to improve efficiency for team members, including developing a customer screen flow which mirrors the account and pastes it on the case object, resulting in a reduction in clicks and potential email mistakes• Cleaned up security flaws with duplicate profiles, users, and hundreds of permission sets, including eliminating duplicates

• Conferred with customers about concerns with products or services to resolve problems and drive sales performance• Maintained current knowledge of applicable sales and product changes in order to provide the best possible customer service • Utilized professional sales techniques to persuasively communicate with clients according to their purchasing needs• Coordinated timely responses to online customer communication and researched complex concerns• Conducted thorough research using diverse resources to assist co-workers with routine tasks• Enhanced internal resources that improved overall knowledge and efficiency between colleagues

• Walked through the department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs• Established and optimized schedules to keep coverage and service in line with forecasted demands• Met store targets consistently and earned $50,000 in profits year over year by keeping shrink levels low and keeping stock levels high• Helped customers complete purchases, locate items, and join reward programs to promote loyalty, satisfaction, and sales• Led and developed a team of 15, including providing training to support skill set growth• Evaluated data on stock levels, customer sales and other factors, assessed trends, and reported on findings to help senior management make effective operational decisions• Provided coaching to staff on strategies for handling difficult customers and challenging situations

• Performed exemplary customer service to all guests, even in peak business periods, to promote retention• Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company• Maintained proper signage and pricing information for displays, cases and counters• Listened to customer requests and suggested additional menu items as appropriate to upsell products

• Worked with managers and advertising directors to optimize promotions and increase consumer engagement• Organized store merchandise racks and displays to promote and maintain visually appealing environments• Stocked merchandise at each visited store, clearly labelling items and arranging according to size or colour,• Answered customer questions regarding store merchandise, department information, and pricing