Marjorie Broughton
Gisborne,GIS
Summary
Accomplished leader with a proven track record at Liquor King, enhancing customer satisfaction and streamlining operations. Expert in problem-solving and relationship building, I've successfully fostered team collaboration and significantly improved service quality. My strategic approach to customer service and operational efficiency has consistently driven positive outcomes.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Mitre10 Gisborne
09.2022 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
Multi Site Manager
Liquor King
02.2002 - 02.2022
- Maximized revenue generation by analyzing sales data trends across various regions to identify new growth opportunities.
- Collaborated with upper management to establish operational goals for each site while aligning with overall company objectives.
- Managed vendor relationships effectively, negotiating contracts for better terms and maintaining strong working partnerships.
- Monitored site performance metrics closely, identifying areas for improvement and taking corrective actions as needed.
- Coordinated resources and material distribution among sites to ensure smooth operations and timely delivery of services.
- Streamlined inventory control processes, resulting in reduced overhead costs and improved order fulfillment rates.
- Established strong relationships with local communities through outreach programs and collaborative partnerships, fostering a positive image for the company.
- Championed safety initiatives and protocols across all sites, leading to a significant decrease in workplace accidents and injuries.
- Facilitated knowledge sharing among team members across different locations through regular meetings, workshops, and training sessions.
- Reduced costs by optimizing staffing levels, implementing cost-effective measures, and minimizing waste at each location.
- Promoted a culture of continuous improvement by encouraging innovative ideas from staff members across all sites involved in the process improvements projects.
- Optimized site layouts for improved workflow efficiency, resulting in faster processing times and higher customer satisfaction ratings.
- Managed budgets effectively by tracking expenses closely, identifying cost-saving opportunities, and implementing financial controls when necessary.
- Recruited top talent for key positions at multiple locations using targeted strategies such as job fairs or social media campaigns.
Assistant Manager
Liquor King
02.2002 - 02.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Duty Manager
Liquor King
02.2002 - 02.2021
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
Customer Service Cashier
Liquor King
02.2002 - 02.2021
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team building and leadership
- Decision-making
- Customer relations
- Relationship building
- Handling escalations
Accomplishments
Top 5 Store for Liquorking 2019
Certification
LCQ Certificate
Duty Managers (Currently expired)
Timeline
Customer Service Supervisor
Mitre10 Gisborne
09.2022 - Current
Multi Site Manager
Liquor King
02.2002 - 02.2022
Assistant Manager
Liquor King
02.2002 - 02.2021
Duty Manager
Liquor King
02.2002 - 02.2021
Customer Service Cashier
Liquor King
02.2002 - 02.2021
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