Ciera Rohrbaugh
Harrisburg
Summary
Seasoned Area Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives. Experienced Customer Service Supervisor bringing 18 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback.
Overview
15
15
years of professional experience
Work History
Customer Area Supervisor
Kohl's
07.2013 - Current
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached and recognized employees through day-to-day work and complex problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Built schedules for up to 150 associates.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Standardized office structures and processes to promote collaboration and increased performance.
- Compiled and analyzed customer feedback data to develop new strategies for driving sales and loyalty.
- Developed team to become highest ranked store in the district with company loyalty program.
- Trained new employees and implemented development plans for the team.
- Partner with PennState on teaching/hosting college students with learning disabilities on every day customer interactions and how to build relationships within company standards.
- Received special accolades for performance on district level.
- Asked to train all managers in the district on credit solicitation due to results.
- Hosted training programs for the district.
- Trained new associates on POS system and key sales tactics.
- Promoted to "certified trainer" within the district training store.
- Under my supervision, maintained the highest service score in the district.
- Trained and mentored new personnel hired to fulfill various roles.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Received three promotions in tenure at Kohl's.
Guest Service Team Leader
Target
06.2009 - 07.2013
- Mentored and trained new staff to build highly-productive group of Jo titles.
- Monitored staff members' time and attendance to correct issues and provide accurate timesheet information for payroll processing.
- Resolved high-volume of complex customer problems by offering technical information, describing product options and explaining service plans.
- Assigned daily job tasks and workloads to team members.
- In charge of New accounts and training new associates on account best practice.
- Managed a team of roughly 110 associates on a daily basis.
Education
Early Education -
Hyles Anderson College
Crown Point, INHigh School Diploma -
Home Schooled
Lititz, PA06.2005
Skills
- Account Management
- Customer Service
- Customer Relationship Management
- Training Programs
- Goal Attainment
- Account Updates
- Customer Escalations
- Employee Scheduling
- Inventory Merchandising
- Customer Relations
- Team Productivity
- Team Meetings
- New Hire Training
- Rewards Programs
- Workforce Management
- Motivational Leadership
- Staff Assignments and Supervision
- Performance Management
- Stockroom Management
- Administration and Operations
- Customer Service Management
- Staff Training
- Assignment Delegation
Timeline
Customer Area Supervisor
Kohl's
07.2013 - Current
Guest Service Team Leader
Target
06.2009 - 07.2013
Early Education -
Hyles Anderson College
High School Diploma -
Home Schooled
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