Jenna Matheson
McCordsville,IN
Summary
Dynamic Customer Service Team Leader with extensive experience at Meijer, excelling in team management and complaint resolution. Proven track record in enhancing customer satisfaction through effective training and development. Skilled in operations management and fostering a collaborative environment, while maintaining service standard compliance and optimizing team performance.
Overview
12
12
years of professional experience
Work History
Customer Service Team Leader
Meijer
03.2024 - Current
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Evaluated customer service staff performance and provided constructive feedback.
- Developed efficient schedules, optimizing team resources to meet fluctuating demand.
- Reduced staff turnover by implementing targeted training programs and fostering a positive work environment.
- Continuously sought opportunities for personal growth as well as professional development opportunities for the entire team.
- Coached team members individually to develop their skills and improve performance, tailoring guidance to their specific needs.
Service Lead
Meijer
10.2023 - 03.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Mentored and coached other team members to ensure customer service and sales goals are exceeded and the area is maintained to Meijer standards and team members have completed required trainings.
- Supporting training new team members/cross-training high potential talent, providing peer coaching on job responsibilities/standards to positively impact team member productivity.
- Guidied the team in compliance with food safety standards and regulations and working in a safe manner aligning to 200% accountability.
- Communicated with team members and assigning daily work tasks.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Gas Station Team Leader
Meijer
08.2023 - 10.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Maintained gas station operating procedures as well as standard management procedures according to the Meijer Mperformance Leader Guide.
- Documents and applies disciplinary actions and makes recommendations concerning discharge.
- Responsible for P&L, achieving sales and maintaining shrink for the department.
Service Coordinator
Meijer
04.2022 - 08.2023
- Served as a primary point of contact for customers, addressing inquiries, providing updates, and ensuring overall satisfaction with checkout.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Assigned daily roles to team members and ensuring accurate coverage.
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Streamlined service processes for improved team productivity and response times.
- Trained and mentored new hires and established team members to reach goals within the department.
- Evaluated cashiers and provided constructive feedback to help team members achieve success.
DSD Receiver
Meijer
05.2020 - 04.2022
- Efficiently managed time-sensitive tasks such as perishable item handling for reduced spoilage rates while adhering to health guidelines in storage conditions.
- Processed reclaims and returns to vendors and warehouse for credit.
- Participated in ongoing training opportunities to stay current on industry best practices related to receiving processes and procedures.
- Upheld safety standards within the warehouse, minimizing accidents and ensuring compliance with OSHA regulations.
- Audited incoming product to ensure accurate billing.
- Organized and maintained records and record keeping for appropriate documents.
- Organized and maintained backroom conditions to maximize operational space.
Food Clerk
Meijer
03.2020 - 04.2022
- Stocked shelves and rotated inventory regularly for optimal product freshness and quality.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Demonstrated extensive product knowledge, guiding customers toward informed purchasing decisions.
- Stocked and maintained product displays according to merchandising standards. This included stocking, filling holes, and pricing displays
Key Supervisor
Bob Evans
03.2017 - 04.2020
- Part time management position to ensure the store followed all standard operating procedures, cleanliness and sanitary guidelines provided by Steritech.
- Ensured all employees were dressed in correct apparel, according to dress code and health and safety standards.
- Ensured employees were performing the correct duties of their job codes, as outlined by the standard operating procedures.
- Document proper paperwork for opening, mid-day, and closing procedures.
Carry Out Attendant
Buffalo Wild Wings
05.2013 - 03.2017
- Kept facilities clean, neat, and organized to give areas professional and fresh appeal.
- Collaborated with team members to improve overall service quality and guest experience.
- Maintained a clean and safe environment for guests through regular inspection and cleaning tasks.
- Provided excellent customer service to guests by promptly responding to inquiries and requests.
- Executed daily tasks such as restocking supplies, processing payments, and assisting customers with questions or concerns.
- Handled cash transactions accurately, ensuring proper documentation for financial records.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Provided customers with orders, reviewing for order accuracy and other needs before the guest left, ensuring customer satisfaction.
- Took calls in a professional manner with the ability to speak clearly and precisely to ensure customer satisfaction.
Education
No Degree - Biotechnology
Sinclair Community College
Dayton, OHSkills
- Team management
- Complaint resolution
- Call center experience
- Retail store support
- Training development aptitude
- Customer service excellence
- Service standard compliance
- Forklift Certified
Timeline
Customer Service Team Leader
Meijer
03.2024 - Current
Service Lead
Meijer
10.2023 - 03.2024
Gas Station Team Leader
Meijer
08.2023 - 10.2023
Service Coordinator
Meijer
04.2022 - 08.2023
DSD Receiver
Meijer
05.2020 - 04.2022
Food Clerk
Meijer
03.2020 - 04.2022
Key Supervisor
Bob Evans
03.2017 - 04.2020
Carry Out Attendant
Buffalo Wild Wings
05.2013 - 03.2017
No Degree - Biotechnology
Sinclair Community College
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