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Call Center Customer Service Specialist Resume Example

Resume Score: 80%

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CALL CENTER CUSTOMER SERVICE SPECIALIST
Summary

Resourceful and client-focused Customer Service Manager with over 10 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.

Skills
  • Performance monitoring
  • Data entry
  • Proficiency in Microsoft software
  • Resolving issues
  • Quality control
  • Call control skills
  • Data gathering
  • Highly dependable
  • Adapt to diverse groups
  • Fast learner
  • Zendesk and Genesys system knowledgeable
  • QuickBooks (1 year)
  • Organization
  • Strong communication
Experience
07/2018 to 12/2019
Call Center Customer Service SpecialistHelloFresh - Newark, NJ
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
  • Maintained revenue streams by exhausting every option before offering refunds.
  • Prepared, completed and processed customer account forms and database changes.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Handled escalated customer service concerns from GreenChef to preserve revenue streams from key customers.
  • Documented conversations with customers to track requests, problems and solutions.
  • Consulted with customers regarding meal kit services needs, addressing dietary and allergies concerns.
  • Met or exceeded revenue objectives by promoting sister companies to customers during service, account and sales follow-up calls
  • Achieved top satisfaction, retention and referral rankings on consistent basis.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Cross-trained on GreenChef and EveryPlate roles in order to provide skilled back-up for customer-facing teams.
  • Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Mentored junior team members and managed employee relationships.
  • Evaluated customer account information to assess current issues and determine potential solution.
09/2016 to 07/2018
Front End ManagerWalmart - Linden, NJ
  • Monitored safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
  • Helped employees perform at peak productivity with morale-boosting programs and motivational techniques.
  • Set and optimized employee schedules to secure proper coverage for all shifts.
  • Guided employees through routine and complex administrative situations with decisive but motivational approach.
  • Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all administrative support staff.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Collaborated with security staff and law enforcement on shoplifting and vandalism response.
  • Oversaw shelf inventory and customer-focused loss prevention strategies
  • Managed team of 40-60 cashiers and 8-10 customer service associates, promoting positive work environment through effective communication, active engagement and hands-on assistance.
  • Delegated team tasks based upon each associates skill level and knowledge, which improved accuracy and productivity.
  • Recruited and hired highly talented individuals who brought diversity and time management to the department, which increased efficiency of entire team.
  • Put together schedule for floor staff according to skill sets and coverage needs.
  • Planned personal development meetings for front end associates on a bi weekly basis and coordinated availability of conference rooms.
  • Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to store manager on monthly basis.
  • Reviewed employee performance and determined areas in need of improvement.
  • Evaluated financial reports and trend forecasts.
  • Translated management directives into actionable mandates for front-line staff.
09/2012 to 10/2016
Sales Coach/TrainerH&M - New York, NY
  • Recruited, trained and mentored all sales team members and offered continuous support for professional development.
  • Evaluated training programs to determine effectiveness and increase employee retention.
  • Organized and loaded product shipments and boxes.
  • Stayed up to date on inventories, supplies and customer orders.
  • Studied product and industry specs and prices to update signage and complete merchandising activities.
  • Met with store managers to discuss product needs, accomplish sales goals and facilitate sales growth.
  • Taught staff how to handle difficult situations with calm and professionalism.
  • Worked one-on-one with employees to motivate while delivering constructive criticism in busy, retail environment.
  • Organized and updated schedules to optimize coverage for expected customer demands.
  • Delivered empathy and persuasive negotiation talents to promote memorable customer experience.
  • Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
  • Oversaw entire stock management process, including receiving incoming merchandise, shelf replenishment and shrinkage control.
  • Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
  • Ordered merchandise with accuracy by verifying back stock and maintaining inventories.
  • Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
  • Reviewed inventory and sales records, tracked trends and reported on activities to senior management for use in key decision making.
03/2009 to 06/2011
Front End SupervisorKmart - New York, NY
  • Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity.
  • Inspected incoming supplies to verify conformance with materials specifications and quality standards.
  • Realigned workflows with changing business demands by evaluating processes and employee strengths.
  • Delegated work to employees based on shift requirements, individual strengths and unique training.
  • Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
  • Controlled cash movements and department expenses to maintain budgetary goals.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Set and optimized employee schedules to secure proper coverage for all shifts.
  • Delivered consistent training and close mentoring support to front end employees in operations and customer service strategies.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
  • Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
  • Managed opening and closing procedures by reconciling sales records and cash transactions.
Education and Training
06/2006
High School DiplomaMaxwell CTE High School - New York, NY
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Resume Overview

Companies Worked For:

  • HelloFresh
  • Walmart
  • H&M
  • Kmart

School Attended

  • Maxwell CTE High School

Job Titles Held:

  • Call Center Customer Service Specialist
  • Front End Manager
  • Sales Coach/Trainer
  • Front End Supervisor

Degrees

  • High School Diploma

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