Diamond Davis
Summerville
Summary
Dynamic customer care professional with a strong track record in conflict resolution and enhancing customer loyalty through personalized service. Skilled in training staff, resolving issues, and managing high-volume customer interactions to ensure satisfaction and operational efficiency.
Overview
5
5
years of professional experience
Work History
Shift Leader
Dunkin
Summerville
09.2024 - 05.2025
- Enforced company policies and regulations with employees.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Trained new employees and delegated daily tasks to foster a productive work environment.
- Managed shift operations, provided resources, and monitored team performance to ensure profitability and operational efficiency.
- Completed cash and credit card transactions accurately using POS software.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Controlled expenses by strategically managing food and labor costs to enhance overall profitability.
- Managed food costs by tracking inventory levels and implementing cost-saving measures.
- Set and oversaw weekly and special event menu plans.
- Coordinated kitchen activities with front-of-house staff for seamless and service.
- Trained new hires in food handling and safety protocols.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
- Monitored food preparation, production, and plating for quality control.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Planned and executed promotions and special events in close collaboration with management.
Customer Care Representative
T-Mobile
North Charleston
10.2022 - 07.2024
- Delivered responsive customer care by addressing requests, guiding product selection, and managing order processing.
- Assisted call-in customers with inquiries and order placements to enhance their shopping experience.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted a high volume of customers daily, ensuring a positive experience and satisfaction.
- Resolved customer complaints and reduced dissatisfaction through timely and effective solutions.
- Identified and resolved discrepancies and errors in customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Sought ways to improve processes and services provided.
- Trained staff on operating procedures and company services.
Head Cashier
Lewes Hardware
Ladson
01.2020 - 06.2022
- Processed both cash and card purchases and returns.
- Operated POS cash register and equipment to collect payments.
- Trained team members on cash register operation and cash handling.
- Educated employees on register use, merchandising, and customer service.
- Assisted customers by answering questions and fulfilling requests.
- Helped customers complete purchases, locate items, and join reward programs.
- Resolved escalated customer disputes by applying appropriate discounts and solutions.
- Alleviated customer service needs with policy-appropriate solutions.
- Led cashiers and associates in providing thoughtful customer service.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Implemented strategies to enhance customer loyalty and retention by creating positive shopping experiences.
- Collaborated with management to develop employee improvement plans and motivate team members.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Counted drawers accurately at start and end of shifts to ensure cash control.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Assessed checkout lane presentation and directed team members to maintain cleanliness.
- Maintained stock to meet expected customer demand.
- Monitored areas for security issues and safety hazards.
- Communicated with customers and team members to solve problems.
Education
Bachelor in Business -
Trident Technical College
Charleston, SC06-2027
No Degree - Business
Francis Marion University
Florence, SC06-2023
High School Diploma -
Summerville High School
Summerville, SC05-2019
Skills
- Point of sale operation
- Sales proficiency
- Sales enhancement
- Cash management
- Customer service management
- Client service excellence
- Conflict mediation
- Complaint handling
- Issue resolution strategies
- Customer loyalty strategies
- Training support
- Staff training
- Staff development
- Team supervision
- Leadership during shifts
- Supervisory practices for staff
- Motivational team dynamics
- Team-building initiatives
- Innovative problem-solving
- Problem-solving expertise
- Operational support
- Strategic planning abilities
- Policy adherence and enforcement
- Employee relations expertise
- Verbal communication
- Inspirational leadership
- Adaptable scheduling
- Inventory oversight
- Equipment troubleshooting techniques
- Supervisory practices for staff \nequipment troubleshooting techniques
Websites
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Timeline
Shift Leader
Dunkin
09.2024 - 05.2025
Customer Care Representative
T-Mobile
10.2022 - 07.2024
Head Cashier
Lewes Hardware
01.2020 - 06.2022
Bachelor in Business -
Trident Technical College
No Degree - Business
Francis Marion University
High School Diploma -
Summerville High School