Call Center Customer Service Specialist Resume Example Hellofresh

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

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

Call Center Customer Service Specialist Resume Example

Resume Score: 80%

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