Loretta Hill
Acworth
Summary
Dynamic Customer Experience Executive with a proven track record at handling customers' overall experience, excelling in complaint handling and active listening. Enhanced customer satisfaction through effective problem-solving and relationship building, while driving operational improvements that led to increased service quality. Committed to fostering teamwork and continuous improvement in fast-paced environments.
Diligent Manager with robust background in enhancing customer interactions and resolving concerns efficiently. Demonstrated ability to drive customer satisfaction through innovative solutions and proactive communication. Proven track record of utilizing problem-solving and interpersonal skills to foster positive customer relationships.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Experience Executive
Lowes Home Centers
03.2024 - Current
- Cultivated a culture of empathy within the organization by emphasizing active listening skills among all staff interacting with customers.
- Built customer confidence by actively listening to concerns and giving resolutions.
- Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
- Kept current on market and product trends to appropriately answer customer questions.
General Manager
Checkers Restaurant
02.2013 - 11.2023
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
General Manager
GPS Hospitality
03.2016 - 04.2023
- Managed budget implementations, employee evaluations, and contract details.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Reported issues to higher management with great detail.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
Education
Criminal Justice
ITT Technical Institute
Merrillville, IN02-2013
Skills
- Complaint handling
- Customer feedback analysis
- Brand representation
- CRM software proficiency
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Team leadership
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Relationship building
- Staff training and development
- Team building
- Sales targeting
- Rapport and relationship building
- Goal setting
- Staff supervision
- Time management abilities
- Inventory management
- Continuous improvement
- Team recruiting and onboarding
- New hire onboarding
- Data confidentiality
- Employee retention
- Problem-solving aptitude
Certification
ServSafe
Timeline
Customer Experience Executive
Lowes Home Centers
03.2024 - Current
General Manager
GPS Hospitality
03.2016 - 04.2023
General Manager
Checkers Restaurant
02.2013 - 11.2023
Criminal Justice
ITT Technical Institute
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