Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 10+ years of experience in related roles, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations.
Skills
People-oriented
Good communication skills
Customer Contact
Prospecting Clients
Highly motivated
Positive and cooperative attitude
Report preparation
Order fulfillment
Complaint resolution
Quick learner
Account management
Creative problem solving
Administrative support
Computer proficient
Technical support
Good listening skills
CRM
Key stakeholder relationship building
Staff education and training
Retail store support
Multi-line phone talent
Work History
04/2014 to Current
Customer Service RepresentativeConn's, Inc. – Winston Salem, NC,
Consulted with outside parties to resolve discrepancies and create effective solutions.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Entered customer interaction details in WorkFlow to track requests, document problems and record solutions offered.
Cultivated customer loyalty, promoted repeat customers and improved sales.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
Answered customer telephone calls promptly to avoid on-hold wait times.
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Communicated with vendors regarding back order availability, future inventory and special orders.
Provided primary customer support to internal and external customers in fast-paced environment.
Compiled customer feedback and recommended service delivery improvements to management.
Analyzed student data to assess counseling program effectiveness and make improvements.
Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
01/2009 to 04/2014
Security OfficerAspirus – Ironwood, MI,
Operated detecting devices to screen individuals and prevent passage of prohibited articles into restricted areas.
Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
Reported suspicious activities and persons to law enforcement.
Operated scanning equipment to view internal structures of luggage, purses and other bags to check for prohibited items.
Performed deep searches and pat-downs to look for unauthorized materials and items such as weapons.
Inspected suspicious activities and monitored premises for criminal acts and rule infractions.
Authorized entrance papers and granted or denied entrance to building.
Collaborated with area law enforcement and federal investigators to support safe fugitive apprehensions and coordinate investigations.
Provided detailed reports of infractions and criminal acts to law enforcement for trial or hearing procedures.
Provided excellent service to guests and employees.
Secured personal and company goods against robbery, vandalism and illegal entry.
Responded immediately in emergency situations, applying CPR and First Aid training.
Greeted clients and guests professionally and courteously to cultivate and maintain welcoming atmosphere.
Monitored employee activities, confirming compliance with security regulations.
Reported irregularities such as fire and safety hazards to maintenance.
Checked identification of all persons entering and exiting facility.
Regulated vehicle and pedestrian traffic upon entry onto building grounds through electronic gates.
Resolved complaints and issues involving both guests and employees.
Participated in staff meetings, special events and professional development activities.
Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
06/2006 to 01/2009
Store AssociatePpg Industries, Inc. – Emeryville, CA,
Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions.
Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior.
Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
Balanced and organized cash register by handling cash, counting change and storing coupons.
Greeted customers, helped locate merchandise and suggested suitable options.
Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
Used POS system to process sales, returns, online orders and gift card activations.
Contributed to design and setup of merchandise displays promoting key products, creating aesthetically pleasing arrangements to attract customer attention.
Circulated assigned areas of sales floor to identify customer service opportunities and maintain condition of displays.
Answered questions about store policies and concerns to support positive customer experiences.
Approached browsing customers to initiate conversations to determine buying preferences.
Monitored sales floor and merchandise displays to ensure presentable condition, taking corrective action such as restocking or reorganizing products.
Employed strategic tactics such as cross-selling and upselling to drive sales.
Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
Actively engaged customers to provide general assistance and information on store merchandise.
02/2002 to 06/2006
Airport Service AgentProspect Airport Services (American Airlines) – City, STATE,
Loaded passengers' property onto appropriate aircraft by collecting, sorting and checking baggage tags against flight lists.
Observed safety and privacy procedures in handling passengers' property.
Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
Controlled situations resulting from security breaches by engaging and containing suspects until police or other security personnel arrived.
Directed passengers navigating screening process, providing additional support to individuals exhibiting difficulties.
Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
Verified identification and travel documents to efficiently board passengers for on-time departure.
Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
Coordinated with ramp agents to successfully store, remove and transport customer baggage.
Analyzed and produced course-of-action reports and escalated issues to management when necessary.
Responded to suspicious activities to investigate and resolve concerns with appropriate physical or verbal techniques.
Secured entrances and exits via physical presence and careful monitoring of CCTV.
Offered every employee, visitor and customer courteous and professional support.
Remained flexible in rapidly changing environments and adapted to developing situations.
Checked identification of all persons entering and exiting facility.
Greeted clients and guests professionally and courteously to cultivate and maintain welcoming atmosphere.
Provided excellent service to guests and employees.
Education
Expected in
Bachelor of Arts: Public Administration University of Central Florida - Orlando, FL GPA:
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