Knowledgeable and dedicated customer service professional with extensive experience in pet product 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.
- Verbal and Written Communication
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
- Data Entry and Maintenance
- Creative Problem Solving
- Responding to Difficult Customers
- Issue and Complaint Resolution
- Customer Retention Strategies
- Building Customer Trust and Loyalty
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Customer Account Management
- Efficient and Detail-Oriented
- Upselling Products and Services
- Understanding Customer Needs
- Upbeat and Positive Personality
- Cultural Awareness and Sensitivity
- Administrative and Office Support
- Inter-Department Collaboration
- Billing Adjustments and Refunds
- Invoice Preparation and Processing
- Document and Records Management
- Proactive Self-Starter
- Team-Oriented and Cooperative
- Refunds and Returns Management
- Inventory Management
Champaign, IL, 02/2006 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong reputation through commitment to customer satisfaction and strong client relationships.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Recommended products to customers, thoroughly explaining details.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Provided primary customer support to internal and external customers.
Annapolis, MD, 10/1994 - 01/2006
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Monitored customer service operations to assess agent performance and provide feedback.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Consistently managed four-person staff, effectively
- Collaborated with our field sales team to improve customer service processes and support structures company-wide.
City, STATE, 02/1993 - 09/1994
- Managed inventory control, cash control and store opening and closing procedures.
- Completed all point of sale opening and closing procedures, including counting contents of cash register.
- Rotated merchandise and displays to feature new products and promotions.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Supervised guests at front counter, answering questions regarding products.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
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School Attended
- Fairleigh Dickinson University
- Emerson High School
Job Titles Held:
- Customer Service/Data Entry
- Customer Service Manager
- Store Manager
Degrees
- Associate of Arts
- High School Diploma
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