Osei Agyekum
Frederick
Summary
Dynamic leader and adept communicator with a proven track record at Foodlion Grocery Store, enhancing customer satisfaction and team efficiency. Excelled in coaching and policy enforcement, significantly improving service quality. Skilled in professional telephone demeanor and adept at order fulfillment, consistently ensuring positive outcomes in escalated customer situations.
Overview
2
2
years of professional experience
Work History
Customer Service Team Lead
Foodlion Grocery Store
08.2023 - Current
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Education
Associate of Science - Cyber Security
Frederick Community College
Frederick, MD01-2026
Skills
- Customer satisfaction
- Policy enforcement
- Professional telephone demeanor
- Order fulfillment
Timeline
Customer Service Team Lead
Foodlion Grocery Store
08.2023 - Current
Associate of Science - Cyber Security
Frederick Community College
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