Personable Customer Service professional offering over 7 years of experience resolving account and service concerns. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Focused on bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in Google Suite and Microsoft Office.
Working with customers, using appropriate questioning techniques to understand their situation so that the right outcome can be offered. Identifying where additional external support may be beneficial and signposting the customer to the appropriate organizations. Agreeing and setting up appropriate, sustainable solutions for customers. Being able to clearly explain the impact that arrears/missed payments have on credit files and future lending decisions. Understanding regulators/industry requirements when dealing with customers and ensuring that you remain compliant to these. Developing a deep understanding of the Money Advice Trust models that are available to aid conversations in order to support our customers, and how to utilize these models effectively using judgement when assessing the right outcome for the customer, knowing when and how to step away from the process. Updating customer records to ensure there is an accurate reflection of what has been discussed and all agreed actions have been taken. Ensuring customers are clear on any actions they need to take to support them maintaining their account going forward. Achieving department key performance metrics and continually developing your own performance. Utilizing appropriate escalation channels when issues are identified .Being responsible and personally developing with the department, share and promote a culture of learning. Encouraging a feedback culture, providing constructive feedback and receiving feedback well. Approaching change positively, an advocate for the department.
I was responsible for learning and understanding technology to assist customers with self-service needs. Majority of my time was spent deepening relationships by connecting customers to sales specialists and offering appropriate financial solutions and services to both individuals and small business clients. I was able to meet the unique life priorities of my clients with things like managing expenses, managing debt, saving for college, or planning for unexpected life events.
I was responsible for assisting the Store Manager with planning, organizing and directing the day to day operations of the store. Duties and responsibilities included: Provided advice to customers regarding store merchandise; resolved customer complaints; ordered, received, stocked and priced merchandise; handled cash.
Ensured customers were promptly and courteously assisted in making purchases; that cash registers were cleared daily and cash variation sheets, cash register tapes were verified/validated.
Compiled statistical, status and other relative information; extracted and assembled data from files and other records; prepared briefing chart, established and maintained files, resolved discrepancies in different databases and record systems.
Obtained price ranges of comparable kinds of equipment to support negotiations, wrote orders under order agreements, negotiated delivery schedules.
Received logs and verified contractor invoices and processes for payment; returned invoices to vendors for additional information, noted discrepancies on release of merchandising requirements forms; rebated credit items.
Directly supervised employees engaged in the operation of the store. Provided hands on training to the staff. Interviewed and selected applicants for positions. Established performance requirements of subordinates, and took or recommended appropriate performance actions.
Black Business Resource group (VOICES)
Women's Business Resource group (EMPOWHER)
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