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Customer Care Specialist Resume Example

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CUSTOMER CARE SPECIALIST
Professional Summary

Applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset. Knowledgeable and dedicated customer service professional with extensive experience in the Retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Competent human driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues.

Skills
  • Customer support
  • Quality Management
  • Custom order management
  • Customer Service Excellence
  • Product Knowledge
  • First Call resolution
  • Inbound Customer Service
  • Professional telephone demeanor
  • Credit card processing
  • Order fulfillment
  • Complaint resolution
Work History
05/2020 to 09/2020Customer Care SpecialistNordstrom.com | Seatlle, Washington
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Utilized exceptional communication to connect with customers, assess needs and present solutions.
  • Defused customer concerns with exceptional conflict and problem resolution skills.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Recorded product or service failure complaints and notified appropriate departments.
  • Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assessed and offered solutions to improve procedures and customer experiences.
  • Maximized customer satisfaction by organizing customers orders, replacements and deliveries.
  • Requested escalation for unresolved issues.
  • Responded to customer inquiries via phone, email, and web-based platforms.
  • Verified accuracy of customer account information and updated when necessary.
  • Helped 100's of customers every week by approaching conversations with positive attitude and compassion.
12/2014 to 06/2020MerchandiserNordstrom Rack | Bradenton, Florida
  • Prepared interesting and innovative visual displays to grab customer interest and promote sales.
  • Updated pricing and signage to complete product displays and educate customers.
  • Completed seasonal windows, dressed mannequins and arranged in-store displays to showcase available products.
  • Educated staff about coordinating clothing racks and related displays to boost effectiveness of promotions.
  • Worked with managers and advertising directors to optimize promotions.
  • Answered customer questions regarding store merchandise, department information and pricing.
  • Partnered with sales representatives and managers to coordinate delivery and merchandising schedule.
  • Inspected merchandise for quality and arranged proper display location on floor.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Merchandised new stock to appeal to customers, grab attention and drive sales.
  • Loaded and unloaded merchandise using ladder and pallet jack.
  • Ran markdown reports, managed store replenishment and analyzed buying reports.
  • Monitored inventory levels and kept adequate stock in product displays on sales floor.
  • Unloaded arriving product stock and moved to store display areas.
  • Planned and coordinated product availability for advertising and promotion purposes.
  • Established vendor performance metrics to evaluate service.
  • Created visual marketing and styled window displays.
  • Advanced sales cycle plans by maximizing placement of promotions, point of sale materials and product visibility.
  • Organized store merchandise racks by size, style and color.
10/2019 to 04/2020Service Experience RepresentativeNordstrom Rack | Bradenton, FL
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Managed timely and effective replacement of damaged or missing products.
07/2016 to 10/2019Assistant Store ManagerNordstrom Rack | Bradenton, FL
  • Assisted team members with delivering friendly, knowledgeable service by applying proactive monitoring and corrective action strategies.
  • Performed investigations on market flows to identify seasonal trends and forecast consumer needs.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
  • Rotated merchandise and displays to feature new products and promotions.
  • Advanced to keyholder and assistant manager-in-charge in manager's absence.
  • Maintained high levels of organization in store by directing customers and replenishing merchandise.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
  • Reconciled daily sales transactions to balance and log day-to-day revenue with Windows.
  • Provided current employees options for additional training opportunities.
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Monitored security and handled incidents calmly.
  • Maintained exceptionally clean, customer-friendly and well-run sales floor and back of house.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Created training modules in partnership with HR for new hires.
  • Conducted store inventories once per quarter.
  • Answered questions about store policies and concerns to support positive customer experiences.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Trained new-hires on all procedures to better service customers.
  • Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries.
  • Supervised and evaluated staff of 15 including other assistant managers, enabling them to improve skills, achieve daily objectives and attain advancement.
Education
12/1989Associate of Arts | CosmetologyManatee Voe Tech, Bradenton, FL
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Resume Overview

Companies Worked For:

  • Nordstrom.com
  • Nordstrom Rack

School Attended

  • Manatee Voe Tech

Job Titles Held:

  • Customer Care Specialist
  • Merchandiser
  • Service Experience Representative
  • Assistant Store Manager

Degrees

  • 12/1989 Associate of Arts | Cosmetology

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