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Customer Service Lead Resume Example

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CUSTOMER SERVICE LEAD
Professional Summary
Energetic, dedicated Customer Service Representative who provides exceptional guest service through active listening and problem solving.
Skills
  • Excellent customers service skills
  • Exceptional communication skills
  • Friendly personality
  • Quick learner
  • Creative problem solver
  • Customer-focused
  • MS Windows proficient
  • Customer interface expertise
Work History
Customer Service Lead, 10/2011 to 01/2016
Toys"R"Us/Babies"R"Us – 7020 North 5th Street, North Las Vegas, NV 89046
  • Answered an average of 65 calls per day addressing customer inquiries, solving problems, providing new product information, completing phone orders and directing calls to appropriate individuals and/or departments.
  • Providing excellent customer service while assisting customers both in person and via telephone.
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Learned, referenced and applied product knowledge information.
  • Asked open-ended questions to assess customer needs.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • As GSTM I would respond to manager calls both at registers and on the sales floor ensuring superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Communicated with in-store and district management on a daily (hourly during the holiday season) basis to keep everybody up to date on store numbers including sales, credit card apps, new rewards cards and buyer protection plans via emails.
  • completed a weekly schedule of all team members hours and their store positions to ensure the store had a person in every department needed and made phone calls to fill in gaps in schedule due to under scheduling, call outs and vacations.
  • Served as the main liaison between customers, management and sales team.
  • In the cash office I would count the prior days register drawers down, conduct cash pulls/drops, prepare cash in safe for armored car bank pick up, ensure that all registers were set at the correct starting amount, review and when needed investigate reports, enter my manager override codes to activate/open registers and take the cash drawers from the cash office to the active registers.
  • Operated a POS system to itemize and complete an average of 100 customer purchases, returns and exchanges a day.
  • Routinely answered customer questions regarding merchandise and pricing.
  • Built long-term customer relationships and advised customers on purchases and promotions.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
  • Set up and explained new membership contracts such as the ToysRUs rewards card, the ToysRUs MasterCard along with its promotional financing and other membership perks.
  • Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
  • Helped drive sales goals and achieve monthly quotas in sales, new rewards cards, credit card applications and buyer protection plans. 
  • Used my manager override codes ethically and efficiently.
  • Assisted in creating pre-season marketing plans to support department and divisional strategies.
  • Designed displays to make the store experience interactive, engaging and reassuring.
  • Trained new team members on register and sales floor.
  • Routinely filled any positions needed throughout all departments when needed.
Education
GED: 2013
Collage of Southern Nevada (CSN) - Las Vegas, NV
I completed my GED after leaving high school to join the U.S. Army as active duty. A past medical issue came up and kept me out of the military after my pre-enlistment training.
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Resume Overview

Companies Worked For:

  • Toys"R"Us/Babies"R"Us

School Attended

  • Collage of Southern Nevada (CSN)

Job Titles Held:

  • Customer Service Lead

Degrees

  • GED : 2013

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