Ariel Silvers
Baltimore
Summary
Dynamic customer service professional with proven leadership at Wawa, excelling in issue resolution and relationship building. Recognized for enhancing customer satisfaction through strategic engagement and process improvements. Skilled in inventory management and adept at multitasking, consistently exceeding performance metrics while fostering a collaborative team environment.
Overview
2026
2026
years of professional experience
Work History
Associate
Wawa
Perry Hall, MD
2025 - Current
- Provided customer service by addressing inquiries and resolving issues efficiently.
- Operated cash register, processed transactions, and maintained accurate financial records.
- Assisted in inventory management by restocking shelves and organizing products effectively.
- Ensured cleanliness and safety standards were met in food preparation areas.
- Collaborated with team members to enhance workflow and improve service delivery.
- Trained new associates on operational procedures and customer engagement techniques.
- Implemented suggestions for process improvements that enhanced overall store efficiency.
- Monitored stock levels and communicated replenishment needs to management regularly.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Analyzed customer data to identify trends and anticipate customer needs.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Exceeded sales targets consistently by employing strategic selling techniques and building long-lasting relationships with clients.
- Managed a diverse team of professionals, fostering an inclusive work environment that encouraged collaboration and innovation.
- Reduced employee turnover by developing comprehensive employee engagement program.
- Negotiated with suppliers to secure cost-effective contracts, improving company's bottom line.
- Improved team collaboration by initiating regular coordination meetings.
- Increased customer satisfaction with thorough product demonstrations and personalized advice.
- Achieved significant savings by renegotiating vendor contracts, focusing on mutual benefits.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
- Developed effective improvement plans in alignment with goals and specifications.
- Educated staff on organizational mission and goals to help employees achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Frequently inspected production area to verify proper equipment operation.
- Devised and implemented processes and procedures to streamline operations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Led cross-functional team to launch new product line, meeting all project milestones.
Customer Agent III
Department of Motor Vehicles
Glen Burnie, MD
2017 - 2022
- Assisted customers with license applications and renewals, ensuring accurate completion of documentation.
- Responded to inquiries regarding vehicle registration and identification requirements, providing clear guidance.
- Processed payments for services rendered, maintaining accuracy in financial transactions.
- Collaborated with team members to streamline customer service processes, enhancing efficiency in daily operations.
- Educated clients on DMV policies and procedures, fostering understanding and compliance with regulations.
- Resolved customer complaints effectively, improving overall satisfaction with service interactions.
- Trained new staff on operational protocols and best practices for customer engagement.
- Implemented feedback mechanisms to gather client suggestions, driving improvements in service delivery.
- Collaborated with team members to continually improve processes, leading to increased efficiency and productivity.
- Exceeded performance metrics consistently while maintaining high-quality service delivery standards.
- Maintained detailed records of customer interactions, allowing for improved tracking and follow-up on outstanding issues.
- Assisted customers with navigating company website and using online tools, resulting in higher levels of self-service success.
- Identified, monitored, and resolved potential problematic customer issues.
- Recognized for outstanding performance, receiving multiple awards and commendations for consistently exceeding expectations in the role of Customer Agent.
- Maintained open lines of communication with external and internal customers.
- Stayed up-to-date on product knowledge to provide accurate information to customers when needed.
- Developed solutions for customer independently and with manager.
- Handled escalated cases effectively, turning potentially negative experiences into positive ones for the customers involved.
- Adapted quickly to changes in systems or processes, minimizing disruption to daily tasks and responsibilities as a Customer Agent.
- Communicated with customer to understand needs and concerns.
- Delivered exceptional service by resolving customer inquiries in a professional and empathetic manner.
- Developed relationships with key clients, ensuring loyalty and repeat business.
- Managed high call volumes under pressure, maintaining composure and professionalism at all times.
- Utilized multiple software applications simultaneously while assisting customers, demonstrating excellent multitasking abilities.
- Identified opportunities for upselling or cross-selling products based on individual customer needs, driving additional revenue growth for the company.
- Contributed towards the development of training materials, enhancing new hires'' understanding of company policies and procedures.
- Streamlined communication channels for a more efficient customer support experience.
- Supported cross-functional collaboration by liaising with other departments on behalf of customers when necessary.
- Actively participated in team meetings, sharing ideas and insights that contributed to overall departmental success.
- Enhanced client retention rates through building strong rapport and addressing issues promptly.
- Recommended changes in process and procedures based on customer feedback.
- Provided constructive feedback to colleagues during peer review sessions, fostering an environment of continuous improvement within the team.
- Improved customer satisfaction by providing timely and effective resolutions to their concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Store Manager
Footlocker, Footlocker
Towson, MD
06.2011 - 08.2018
- Oversaw daily store operations, ensuring high standards of customer service and merchandise presentation.
- Managed inventory levels, conducting regular stock checks to optimize product availability.
- Trained and mentored staff in sales techniques and company policies, fostering a collaborative team environment.
- Implemented effective sales strategies, resulting in improved performance against store targets.
- Analyzed sales data to identify trends and make informed decisions on product placement and promotions.
- Developed visual merchandising strategies that enhanced store appeal and increased foot traffic.
- Resolved customer inquiries and complaints promptly, maintaining positive relationships and enhancing brand loyalty.
- Collaborated with cross-functional teams to execute marketing initiatives and enhance customer engagement.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Implemented a loyalty program that boosted repeat business and increased overall sales revenue.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
- Streamlined store operations to reduce costs, negotiating with suppliers for better pricing and optimizing staff schedules for peak times.
- Fostered culture of excellence and accountability among staff, resulting in higher employee morale and lower turnover rates.
Education
Associate of Science - Psychology
The Community College of Baltimore County
Essex, MD05.2008
High School Diploma -
Perry Hall High
Perry Hall, MD05.2008
Skills
- Customer service
- Time management
- Attention to detail
- Computer skills
- Leadership qualities
- Customer interaction
- Cash handling
- Customer engagement
- Decision-making
- Complex Problem-solving
- Relationship building
- Courteous and professional
- Flexible schedule
- Oral communication
- Work Planning and Prioritization
- Client engagement
- New hire training
- Product knowledge
- Issue resolution
- MS office
- Data entry
- Customer service orientation
- Order fulfillment
- Inventory management
- Cross-functional teamwork
- Performance improvement
- Management support
- Product merchandising
- Strategy development
- Sales techniques
- Sales expertise
- Process improvement
- Multiple priorities management
- Record and file management
- Point of sale operation
- Multitasking and organization
Timeline
Store Manager
Footlocker, Footlocker
06.2011 - 08.2018
Associate
Wawa
2025 - Current
Customer Agent III
Department of Motor Vehicles
2017 - 2022
Associate of Science - Psychology
The Community College of Baltimore County
High School Diploma -
Perry Hall High