Hayden Cordle
Savannah
Summary
Professional with comprehensive experience in customer service leadership. Proven track record in driving team performance, resolving issues, and enhancing customer satisfaction. Strong focus on fostering collaboration, adapting to changing needs, and ensuring reliable service delivery. Skilled in conflict resolution, team training, and performance management. Reliable and results-driven with unwavering commitment to excellence.
Overview
8
8
years of professional experience
Work History
Customer Service Team Lead
Publix
06.2022 - 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.
- Escalated issues to proper supervisors when standard processes were not effective.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
- Evaluated customer service staff performance and provided constructive feedback.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Submitted reports to senior management to aid in business decision-making and planning.
Customer Service Staff Member
Publix
12.2021 - 06.2022
- Managed high call volume while maintaining a professional demeanor, ensuring timely assistance for all customers.
- Resolved issues for improved customer relations, utilizing active listening and empathy during interactions.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
- Collaborated with team members to improve overall service quality through shared knowledge and expertise.
- Improved overall team morale through active participation in group discussions, sharing insights from personal experiences or observations of successful strategies used elsewhere in the organization.
- Retained customers through exceptional problem-solving skills, demonstrating genuine care for their concerns.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Responded proactively and positively to rapid change.
- Trained staff on operating procedures and company services.
- Trained new hires on company procedures and best practices for handling customer inquiries efficiently and effectively.
- Developed rapport with customers through friendly communication, building trust in the brand and promoting loyalty.
- Ensured strict adherence to organizational policies regarding privacy, security, and overall customer safety during all interactions.
Cashier
Publix
12.2016 - 12.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
Bachelor in Buisness - Marketing
Georgia Southern University
Statesboro, GA05-2025
High School Diploma -
Calvary Day School
Savannah, GA05-2021
Skills
- Policy enforcement
- Customer satisfaction
- Professional telephone demeanor
- Customer relations
- Staff education and training
- Order fulfillment
- Training development aptitude
- Quality control
- Complaint resolution
- Interdepartmental communication
- Staffing oversight
- Training materials
- Customer service
- Customer service excellence
- Money handling
- Creative problem solving
- Cash handling
- Team management
- Performance evaluation
- Organization and recordkeeping
- Willingness to learn
- Teamwork
- Multitasking and prioritizing
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Team leadership
- Adaptability and flexibility
- Decision-making
- Customer engagement
- Superior work ethic
- Delegation and supervision
- Staff coaching and training
- Task prioritization
Timeline
Customer Service Team Lead
Publix
06.2022 - Current
Customer Service Staff Member
Publix
12.2021 - 06.2022
Cashier
Publix
12.2016 - 12.2021
Bachelor in Buisness - Marketing
Georgia Southern University
High School Diploma -
Calvary Day School
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