Call Center Representative Resume Example Nordstrom

CALL CENTER REPRESENTATIVE

Professional Summary

Hardworking individual bringing 15+ years of experience in the retail and customer service industry.
Over 8 years experience in call center sales and customer service.
Over 7 years experience in retail and in store customer service.
Deep understanding of customer needs and sales strategies.
Uses product knowledge and active listening to identify customer needs and recommend appropriate solutions while also making add-on item recommendations.
Effectively bring in new customers and maximize loyalty by delivering exceptional service to every guest.
Strong understanding of working to achieve individual goals while also maintaining team morale to work together as a cohesive unit achieving store goals.

Work History

Call Center Representative, 10/2012 to 10/2020Nordstrom - Seattle, WA

Call center support of sales by taking phone calls, chats, and emails regarding order placement, order issues, in store purchases, appointments and collecting payments.
Became a Mentor which included training new hires, helping out the team with any issues they could not resolve on their own, as well as stepped up to assist when a supervisor was not available.
Became an Item Update member which included correcting any issues on the website regarding items and reformulating the correct verbiage/details.
Became a top performer both in procedure as well as quality control.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Used consultative sales approach to understand customer needs and recommend relevant offerings.
Adhered to company policies and scripts to consistently achieve call-time and quality standards as well as responded to chats/emails within the specified timeframe.
Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Sought out training opportunities to enhance customer relationship management abilities and further improve satisfaction scores.
Educated customers on company policies, products, order completion, and access to services.
Engaged in continuous learning and development opportunities to promote continued performance improvement.

Retail Sales Associate, 06/2009 to 04/2012Nordstrom - Seattle, WA

Retail sales specializing in beauty by providing full face makeup applications as well as discussed tools and techniques for both everyday looks and special event makeup.
Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
Recorded notes for future reference, including customer preferences and services delivered.
Processed payments, returns, and exchanges at register.
Counted cash in registers at open/close.
Met requirement of gaining new Nordstrom cardholders.
Met monthly, weekly, and daily sales goals.
Analyzed customer skin to assess unique conditions and recommended products that would address their concerns.
Assessed customer hair texture, treatment history and desired outcome to identify appropriate product recommendations.
Made fragrance recommendations.
Stayed up to date with new trends and new products.
Kept work areas, tools and equipment clean and properly sanitized to minimize risk and cross-contamination.
Maintained counter and display areas in clean and neat fashion.
Booked customer appointments.
Upsold additional products and services to increase sales numbers.
Cultivated productive and positive relationships with customers built on loyalty and service.
Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior.

Retail Sales Associate, 06/2007 to 06/2009Ulta Beauty - Lynnwood, WA

Customer service and retail sales specializing in beauty by helping clients achieve desired looks for routine wear and special events by crafting ideal makeup strategies.
Processed payments by entering sales in register.
Worked in the Prestige Cosmetics department which specialized in high end skincare, cosmetics, fragrance, hair care, tools/brushes, and nail products.
Provided makeup and skincare applications and consultations.
Evaluated client needs and recommended treatments and strategy to achieve desired results.
Kept work areas, tools and equipment clean and properly sanitized to minimize risk and cross-contamination.
Balanced and organized cash register by handling cash, counting change and storing coupons.

Retail Sales Associate, 02/2005 to 06/2007Bath & Body Works - Lynnwood, WA

Education

High School Diploma, 06/2007

Bishop Blanchet High School - Seattle, WA

Edmonds Community College - Lynnwood, WA

Skills

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