CHASTITY McDORMAN
Dickson
Summary
Dynamic customer service professional with a track record of fostering customer loyalty and resolving complex issues across diverse industries. Proven ability to lead teams during peak times and deliver exceptional service, seeking to leverage these skills in a remote Sales Development role where relationship-building is crucial.
Overview
21
21
years of professional experience
Work History
Customer Service & Operations Associate
Walmart
Dickson
02.2019 - Current
- Interact with 20–50 customers per shift, handling everything from product questions to complaints and returns.
- Established rapport with customers, recognized by name, and known for personalized service and follow-through.
- Brought in to de-escalate difficult situations when other associates struggled to resolve them.
- Filled leadership gaps during short-staffed shifts, ensuring smooth operations and continuity of service.
- Trained incoming associates on service standards, register operations, and how to handle tough customer moments.
- Kept documentation and daily logs accurate under high-volume conditions.
- Conducted regular audits of stock and equipment for accuracy and functionality.
- Handled customer inquiries promptly and professionally, enhancing customer satisfaction and loyalty.
Assistant Manager
Dunkin’ Donuts
Dickson
08.2013 - 02.2019
- Co-managed team of 4, overseeing scheduling, training, and coaching to ensure operational efficiency.
- Opened and closed the store independently, including cash reconciliation and end-of-day reporting.
- Maintained service flow during understaffed morning rushes by actively supporting team in various roles.
- Addressed customer complaints on the spot — rarely needed to escalate because most issues got resolved at the counter.
- Trained new hires and set the tone for how the team treated customers from day one.
- Managed inventory levels and placed orders for supplies.
- Addressed customer inquiries and resolved complaints effectively.
- Executed promotional campaigns to boost product visibility and drive sales.
- Supervised daily operations including scheduling shifts, assigning duties.
Assistant Manager
Walgreens
Dickson
02.2012 - 07.2013
- Coordinated store operations in retail pharmacy, supervising staff and enhancing customer service.
- Handled sensitive customer interactions involving prescriptions and health-related concerns with patience and discretion.
- Assisted with inventory, loss prevention, and compliance with company policies.
- Stepped into the manager role during absences, maintaining store standards without disruption.
- Developed strong relationships with regular customers, fostering a welcoming atmosphere in a high-pressure environment.
Certified Nursing Assistant
Nursing Home / Long-Term Care
Dickson
11.2005 - 05.2010
- Delivered daily care for long-term residents with limited family involvement, establishing a steady and trustworthy presence.
- Regularly communicated with nurses and care coordinators to promptly flag changes in resident conditions.
- Handled emotionally difficult situations with professionalism, including end-of-life care and family conversations.
- Documented patient observations in medical records accurately and timely.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
- Exhibited compassionate care and communication regarding issues surrounding death and dying.
- Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Developed relationships with patients, caregivers, and healthcare teams to effectively meet individual care plan targets.
Education
High School Diploma -
Blueridge Highschool
Pinetop-Lakeside, AZ06-1994
Skills
- Constructive feedback delivery
- Sales Support
- Customer Retention
- Appointment Setting
- Analytical thinking
- Objection Handling
- Post-interaction outreach
- Client interaction
- Dispute resolution
- Adaptable to new technologies
- Communication skills
- Effective communication
- Time management
- Customer feedback analysis
- Relationship management
- Process optimization
- Team Supervision
- Staff Training & Onboarding
- Team collaboration
- Dispute resolution
- Listening skills
- Task prioritization
- Workplace professionalism
- Calm under pressure
- Relationship management
- Adaptability
- Working Independently
- Writing skills
- Relationship management
- Workplace professionalism
- Adaptability
- Writing skills
Timeline
Customer Service & Operations Associate
Walmart
02.2019 - Current
Assistant Manager
Dunkin’ Donuts
08.2013 - 02.2019
Assistant Manager
Walgreens
02.2012 - 07.2013
Certified Nursing Assistant
Nursing Home / Long-Term Care
11.2005 - 05.2010
High School Diploma -
Blueridge Highschool