Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tony Nelson-Brewster

Hermitage

Summary

Accomplished managerial professional with a track record of optimizing processes and guiding high-performing teams. Exceptional analytical abilities and dedication to delivering results. Valued for collaborative leadership style and ability to adapt to evolving requirements. Skilled in team leadership, strategic planning, and operational management, leveraging effective communication and organizational skills to drive project success. Known for creating productive work environments, achieving established goals, and fostering employee engagement through training, monitoring, and morale-building efforts. Results-oriented management professional with a proven track record of leading teams to success, emphasizing team collaboration, operational efficiency, and measurable outcomes. Proficient in strategic planning, process improvement, and cultivating a culture of accountability and excellence while demonstrating adaptability to meet evolving organizational needs.

Overview

11
11
years of professional experience

Work History

Assistant Customer Service Manager

Publix Super Market INC.
12.2021 - Current
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.

Customer Service Team Leader

Publix Super Market INC.
05.2021 - 12.2021
  • Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
  • Mentored new hires, providing guidance to ensure their successful integration into the team.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Collaborated with management to develop strategies aimed at improving overall team performance.
  • Reduced staff turnover by implementing targeted training programs and fostering a positive work environment.
  • Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
  • Championed a culture of teamwork and collaboration within the department, resulting in higher employee morale.

Customer Service Staff

Publix Super Markets INC.
02.2019 - 05.2021
  • Managed high call volume while maintaining a professional demeanor, ensuring timely assistance for all customers.
  • Developed rapport with customers through friendly communication, building trust in the brand and promoting loyalty.
  • Ensured strict adherence to organizational policies regarding privacy, security, and overall customer safety during all interactions.
  • Conducted regular self-assessment of performance to identify areas for improvement and implement necessary changes.
  • Trained new hires on company procedures and best practices for handling customer inquiries efficiently and effectively.

Relationship Banker

Bank of America
07.2016 - 12.2019
  • Strengthened client relationships by providing personalized banking solutions and excellent customer service.
  • Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
  • Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
  • Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
  • Submitted loan applications to underwriter for verification and recommendation.
  • Monitored market trends to identify new business opportunities and capitalize on potential growth areas within the community or region served.
  • Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.

Teller II

SunTrust
09.2014 - 07.2016
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
  • Created teller schedule to keep weekly and weekend shifts properly staffed.
  • Assisted in achieving audit compliance, rigorously following internal policies and external regulations.
  • Streamlined end-of-day reconciliation process, ensuring accuracy and minimizing time spent on closing activities.
  • Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Processed customer transactions promptly, minimizing wait times.
  • Assisted in training new tellers to ensure a consistent level of excellent service across the team.

STOLI Representative I

SunTrust
06.2014 - 09.2014
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Communicated with clients and customers to gather, provide and share updated information on products and services.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.

Education

High School Diploma -

E.B. Erwin High School
Birmingham, AL
05-2009

Skills

  • Sales proficiency
  • Strategic goal setting
  • Proficient in time management
  • Project coordination
  • Expense management
  • Meticulous attention to detail
  • Recruitment and hiring
  • Team and Leadership development
  • Facilitating performance assessments
  • Payroll administration
  • Microsoft outlook, word, and Excel
  • Verbal and written communication

Timeline

Assistant Customer Service Manager

Publix Super Market INC.
12.2021 - Current

Customer Service Team Leader

Publix Super Market INC.
05.2021 - 12.2021

Customer Service Staff

Publix Super Markets INC.
02.2019 - 05.2021

Relationship Banker

Bank of America
07.2016 - 12.2019

Teller II

SunTrust
09.2014 - 07.2016

STOLI Representative I

SunTrust
06.2014 - 09.2014

High School Diploma -

E.B. Erwin High School

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Tony Nelson-Brewster