Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Alderman

Hanover

Summary

Dynamic Customer Service Manager with a proven track record at Food Lion, excelling in problem-solving and team leadership. Expert in training and mentoring staff, enhancing customer satisfaction, and reducing complaints. Demonstrating exceptional time management and decision-making skills to drive operational success.

Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilizes strategic planning and process improvements to boost efficiency. Track record of developing team capabilities and resolving customer issues effectively.

Overview

7
7
years of professional experience

Work History

Customer Service Manager

Food Lion
03.2023 - 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.

Personal Shopper

Shipt
09.2020 - Current
  • Consistently met deadlines and quality goals for accuracy and timeliness.
  • Tracked substitutions and informed customers of changes.
  • Worked productively with customers to meet order requirements and service expectations.
  • Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.

Overnight Stock Associate

Wal-Mart Supercenter
09.2022 - 02.2023
  • Removed all boxes and related trash from sales floor and processed through compactors.
  • Unloaded arriving product stock and moved to store display areas.
  • Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
  • Assisted customers by finding items quickly to boost store satisfaction rates.

Night Auditor

Spring Hill Suites
11.2021 - 01.2022
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Kept accounts in balance and ran daily reports to verify totals.

Online Grocery Associate

Harris Teeter
08.2018 - 03.2020
  • Managed multiple priorities simultaneously, consistently meeting or exceeding deadlines for order completion and pickup times.
  • Improved customer satisfaction by efficiently and accurately fulfilling online grocery orders.
  • Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
  • Assisted in training new Online Grocery Associates, sharing best practices for efficient order processing and customer service techniques.

Education

High School Diploma

Lee County Adult Education
Fort Myers, FL
06-2016

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Time management
  • Training and mentoring
  • Decision-making
  • Excellent time management skills
  • Cash handling
  • Exceptional telephone etiquette
  • Account management
  • Schedule management
  • Employee scheduling

Timeline

Customer Service Manager

Food Lion
03.2023 - Current

Overnight Stock Associate

Wal-Mart Supercenter
09.2022 - 02.2023

Night Auditor

Spring Hill Suites
11.2021 - 01.2022

Personal Shopper

Shipt
09.2020 - Current

Online Grocery Associate

Harris Teeter
08.2018 - 03.2020

High School Diploma

Lee County Adult Education

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Kayla Alderman