Jerry Monahan
Kingston
Summary
Dynamic professional with extensive experience in customer service and recruitment, notably at the Social Security Administration. Proven track record in employee training and development, enhancing customer retention through effective relationship management. Skilled in onboarding and data collection, driving operational efficiency and fostering team collaboration to achieve organizational goals.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Social Security Adminstration
06.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Hiring and Recruiting Manager
Steve and Irenes
11.2019 - 06.2022
- Conducted new hire orientations to provide company information, establish performance requirements and retention
- Received and reviewed candidate resume and job application submissions to approve or deny applicants for initial interviews
- Identified vacancies in staff, supported recruiting process and interviewed prospective personnel
- Reduced employee turnover rate by developing comprehensive onboarding programs for new hires.
- Developed comprehensive reporting systems to track recruitment metrics, enabling data-driven decision-making and continuous process improvement.
- Streamlined hiring processes by implementing efficient recruiting strategies and applicant tracking systems.
- Organized career fairs and networking events to increase community visibility and attract potential candidates from various industries and backgrounds.
- Maintained compliance with federal, state, and local employment laws throughout the entire hiring process, minimizing legal risks faced by the organization.
- Oversaw implementation of Applicant Tracking System (ATS) to streamline recruitment workflow.
- Implemented referral program that significantly increased number of high-quality referrals.
- Conducted regular market analysis to ensure competitive compensation packages were offered, attracting top candidates.
- Coached and mentored junior recruiters, providing guidance and support to enhance their skills and performance.
Assistant Manager
Wawa
01.2018 - 11.2019
- Supervised daily operations to ensure efficient store performance.
- Trained and mentored team members on customer service standards.
- Coordinated inventory management to maintain stock levels and freshness.
- Managed scheduling and staffing to optimize workforce productivity.
- Assisted in resolving customer complaints to improve satisfaction rates.
Assistant Manager
Panera Bread
04.2011 - 10.2018
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy
- Planned and prepared workflow schedules, delegating tasks for 46 member team
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel
- Oversaw team development according to industry service standards to further customer loyalty
- Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel
- Enforced company policies and procedures to strengthen operational standards across departments
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand
- Analyzed monthly sales and performance reports to support operational planning and strategic decision making
- Collaborated with store manager to develop strategies for achieving sales and profit goals
- Completed inventory audits to identify losses and project demand
- Delegated daily tasks to team members to optimize group productivity
- Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
- Recruited and hired individuals demonstrating passion, dedication and added value to team
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels
- Assessed, optimized and elevated operations to target current and expected demands
- Minimized waste by employing specific expense-tracking and cost-control strategies
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity
- Coached and developed store associates through formal and informal interactions
- Promoted and supported strong relationships with local community organizations in surrounding area
- Maintained retail store presentation by overseeing merchandise replenishment, customer courtesy and inquiry response
- Achieved or exceeded business plans on consistent basis by engaging employees in key processes
- Oversaw aspects of maintenance, inventory and daily activity management to provide optimized retail environment
- Supervised day-to-day operations to meet performance, quality and service expectations.
Assistant Manager
Steve and Irenes
06.2004 - 06.2011
- Assisted in preparing food by cutting, chopping and marinating meats, vegetables and fruits
- Prepared food items such as deli and hot sandwiches to meet customer specifications
- Kept customer and food preparation areas clean and well-organized for maximum efficiency
- Used POS/KDS system and cash register to receive payments by cash, check, credit card and voucher
- Stored food in designated containers and proper storage locations to prevent spoilage, cross-contamination and illnesses
- Organized food items on serving trays and in carry-out packages
- Delivered superior customer service focused on quality and meeting customer needs quickly and efficiently
- Maximized time by restocking counter supplies and condiment stations, cleaning windows and emptying trash cans during slow periods
- Verified orders and bagged items for easy transport
- Maximized customer satisfaction by quickly addressing and resolving complaints with food or service
- Trained sandwich artists to apply attention to detail and commitment to quality
- Restocked kitchen supplies by rotating food according to dates and FIFO
- Completed efficient store opening and closing procedures each day
- Assisted customers, including answering questions and preparing orders
- Performed food preparation tasks by making salads, brewing coffee and tea and slicing meats
- Maintained clean, well-organized and properly sanitized front counter area to greet customers
- Organized food preparation stations and replenished supplies regularly
- Communicated with customer to provide menu offering details and assist with decision-making
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
Education
Bachelor of Arts - Business Administration
Wilkes University
PA01-2011
Skills
- Onboarding and orientation
- Employee training and development
- Relationship building and management
- SerV safe
- Cross-departmental team collaboration
- Coffee Experience
- Forecasting
- Food Production
- Retail Management
- Food Preparation
- Guest Services
- Interviewing
- Upselling
- Recruiting
- Store Management Experience
- Financial Report Writing
- Customer retention
- Time management
- Call center experience
- Data entry
- Data collection
Personal Information
Willing To Relocate: Anywhere
Timeline
Customer Service Representative
Social Security Adminstration
06.2022 - Current
Hiring and Recruiting Manager
Steve and Irenes
11.2019 - 06.2022
Assistant Manager
Wawa
01.2018 - 11.2019
Assistant Manager
Panera Bread
04.2011 - 10.2018
Assistant Manager
Steve and Irenes
06.2004 - 06.2011
Bachelor of Arts - Business Administration
Wilkes University