Highly motivated with extensive experience in multiple workplace environments. Can adapt to any working conditions. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of production goals and customer service and training in all aspects of the service industry field. Motivated to learn, grow and excel within my career. Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Skills
Sales
Shipping and Receiving
Guest Services
Cash Handling
Cleaning/Organizing
Store Merchandising
Product Knowledge
Quality Management
Associate Training
Delegating Tasks
Call center operations
Data entry
Customer support
Technologically savvy
High-energy attitude
Active listening
Education and Training
Old Mill High SchoolMillersville, MDExpected in – –High School Diploma: - GPA:
Elected as Teachers' Assistant for kids with learning and social disabilities in 2013 (senior year).
Bowie State UniversityBowie, MDExpected in – –:Psychology - GPA:
Awarded Dean's List
Elected to Student Transcriber for deaf or disabled students in 2014
Old Dominion UniversityNorfolk, VAExpected in – –: - GPA:
Majored in psychology
Minored in social work with a concentration in human resources
Coursework in statistics, communications and business
Experience
Rocky Mountain Atv, Inc. - Call Center Customer Service Representative Bel Air, KY, 09/2020 - Current
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
Evaluated customer account information to assess current issues and determine potential solutions.
Documented conversations with customers to track requests, problems and solutions.
Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
Picked up P.O. box mail/packages to sort and distribute to appropriate departments (lifted over 20+ lbs).
Prepared and processed thousands of outgoing parcels per day from domestic and third-party carriers.
Loaded and unloaded packages to prepare for outbound and inbound distribution.
Separated and batched 20+ bins of claim/appeal paperwork into appropriate batch classes to be scanned and reviewed by appropriate healthcare providers.
Daily distributed, batched, and scanned claim and appeal forms accurately and within a timely manner.
Trained new associates on keywords and techniques for effective batching and distributing.
Assisted managers with quickly resolving service- and food-related issues.
Supported servers, food runners and bussers with keeping dining area ready for every guest.
Managed in-person and telephone guest inquiries, customer service requests and reservation bookings.
Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
Assisted FOH and BOH staff with preparing for events, coordinating smooth execution to maximize guest satisfaction.
Recorded available tables after seating each party.
Cleaned or coordinated cleaning of indoor and outdoor dining spaces, placed trash in receptacles and replenished supplies.
Helped customers place orders, explained menu items and suggested appropriate options for food allergy concerns.
Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags.
Bussed and reset 30+ tables per shift, working efficiently to keep dining room and work areas clean.
Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition.
Greeted and interacted extensively with customers, promoting specials and providing details regarding key product offerings.
Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
Maintained accuracy in regards to financial transactions and oversaw error-free processing of cash, check and credit card transactions.
Effectively scheduled and distributed work assignments in alignment with operational and customer needs.
Home Depot - Cashier/Sales Associate City, STATE, 09/2014 - 04/2017
Processed POS transactions, including checks, cash and credit purchases or refunds.
Counted cash in register drawer at beginning and end of shift.
Checked prices for customers and processed items sold by scanning barcodes.
Educated customers on promotions to enhance sales.
Reviewed weekly sales circulars and monitored price changes.
Answered questions about store policies and concerns to support positive customer experiences.
Mentored new team members on POS system operation, customer service strategies and sales goals.
Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
Restocked, arranged and organized merchandise in front lanes to drive product sales.
Tracked stock using company inventory management software.
Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.
Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise.
Prepared merchandise for distribution and placement across sales floor by building pallets and tagging product.
Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
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