Experienced Customer Service Cashier with over 7+ years of experience in customer service industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.
Serves as Customer Host keep patrons and employees safe and from criminal activity and deter theft and check receipts as customers exit store. Monitored incoming and outgoing guests for signs of suspicious behavior. Observe customer and associate behavior. Backed up cashiers during busy periods and breaks. Greeted over 700 customers a day and provided directions to different store locations. Monitor area of responsibility by identifying shrink and ensuring a safe environment for both employees and customers. Overseen as a deterrent to criminal activity by remaining visible in designated area. Address challenges according to company policies Kept entryways clean, neat and free of hazards such as excess water.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions. Cultivated customer loyalty, promoted repeat customers and improved sales. Suggested new procedure to persuade cancelling customersto stay with company, resulting in 80% decrease in cancellations. Calmly attempts to resolve and de-escalate any issues.
Escalates calls to supervisor when necessary and appropriate
Responds to requests for assistance and/or possible processing of credit card authorizations. Tracks call-related information for auditing and reporting purposes. Provides feedback reports on call issues related to downtime and/or training issues. Communicated with vendors regarding back order availability, future inventory and special orders.
Responded to customer requests for products, services and company information promptly to avoid on-hold wait times.
Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations. Contributed to company achieving and holding industry-leading customer service ratings.
Served as an Asst Customer Service Manager who supervised cashiers and oversee the front-end of the store. Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes. Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
Assisted customers at Customer Service Desk with transactions, sales, lottery sales, and Western Union transactions. Processed POS transactions, payment by cash, check, credit cards, vouchers, or automatic debits. Issuance receipts, refunds, credits, or change due to customers. Count money in cash drawers at the beginning and end of shifts to ensure that amounts are correct and that there is adequate change. Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers. Performs the task of sales associate when scheduled or as needed per the surge plan guidelines. Performs the task of the customer lead as needed to ensure service standards are maintained. Sustain alertness and calls for assistance when needed to service customers per service standards. Adhere to all company guidelines, policies and standard practices. Observe and correct all unsafe conditions that could cause associate or customer accidents. Assist baggers in bagging customers' purchases and plan for deliveries to be made to cars. Maintain knowledge of all Front End, Food Safety and Workplace Safety standard practice and policies. Ensure that all advertising and sales promotion materials applicable to the Front End are properly utilized. In the absence of the Customer Service Manager, maintain Front End equipment and place service calls in an efficient manner. Mentored new team members on POS system operation, customer service strategies and sales goals. Successfully complete Computer Based Training (CBT) and Training Aid courses.
Counted cash in register drawer at beginning and end of shift.
Greeted customers and responded to requests for information.
Reviewed and resolved differences between accounting information and cash drawer. Maintained organized and orderly front end and removed carts, baskets and debris. Worked closely with Front-End Supervisor to solve problems and handle customer concerns.
Supported front end procedures to keep items well-stocked to prevent shrinkage. Counted tills for beginning of shift with start money and balanced and reconciled register at end of shift.
Answered questions about store policies and concerns to support positive customer experiences. Processed credit card, EBT, and gift certificate payments with electronic computer system.
Followed company policies, procedures and practices for accurate recordkeeping and loss prevention.
Graduated with 2.9 GPA
Proficient in Microsoft Word, Excel, Power Point, Operating Systems: Mac/Microsoft Windows (95,98, XP, Vista), Window 7, Windows 8, Windows 10, Typing Speed: 60 wpm
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