Customer Service RepresentativeJun 2016 - Current
Ashley FurnitureScottsdale, AZ
As customer service for Ashley Furniture it is our responsibility to be the front line for handling customer complaints and issues. A large part of that responsibility is making sure that we have documented all customer inquiries and comments thoroughly and quickly while nearly all of the calls coming into the location. One huge strength that I have is the ability to empathize with customers who are having issues and offer them solutions that they may not have thought of. One such suggestion that I have found to be extremely useful in retaining customer business is offering to send the customer gift cards as a form of compensation as opposed to actually refunding their credit card for something like their delivery fee for a missed time frame or a damaged item. This has been very successful all the while encouraging the customer to come back into the store to give us another chance to make things right. Another key part of being customer service is to audit the paperwork submitted by sales associates to verify accuracy, this also provides the office team and management staff the opportunity to potentially find ways for add-ons that may have been missed at the time of sale. There have been quite a few situations when I have found a way to work with management to get a customer to add on the protection plan, or perhaps mattress protectors which help to bolster our profit on the sale. In my daily activities I work with multiple Microsoft office programs as well as our point of sale system, and our company's intranet in order to have the most up to date information on our products and promotions. I also maintain a cash drawer and process finance applications and contracts. I also verify customers account receivable profiles for accuracy and proper payment. This does involve working closely with our financing department, as well as our corporate billing department. If there is something that we cannot answer at the store level, we will refer unresolved customer issues to the appropriate departments for further investigation.
Retail Sales AssociateJul 2015 - Jun 2016
Ashley FurnitureRomeoville, IL
While a sales associate at Ashley Furniture I was responsible for meeting a monthly sales quota, not only in written volume but also in production categories focused on sales add-ons. I had excelled in a the adding on of protection plans to customers' purchases. I was also very strong in selling mattresses by being able to take the focus off of price and putting it onto all of the advantages a good night's sleep could provide to the guest. I found that I was most successful in sales for two very large reasons. I was able to build rapport with my client in a relatively quick fashion simply by listening to their issues and empathizing with their concerns. One big advantage I had over my coworkers was my ability to treat every customer like a person and to give each person a genuinely personal experience, regardless of what had transpired with prior customers or earlier that day, I was able to give each person the attention and personal connection that they deserved. While on the floor we were the people solely responsible for imputing our orders and also keeping a list of leads to help drive business when door traffic was lacking.
Customer Service RepresentativeFeb 2014 - Jun 2015
Ashley FurnitureNaperville, IL
All of the responsibilities of this position are the same as what are held in current position with Ashley furniture.
Bank TellerJun 2012 - Feb 2014
TCF BankBartlett, IL
At TCF bank I was responsible for maintaining a $6000 cash drawer with 100% accuracy while processing account holder transactions. We were also on a monthly account opening goal, which I had exceeded nearly every month by nearly 25%. We would be responsible for walking the aisles of the grocery store our location was inside of to try and find new clients to open accounts. We would also do off site events to try to find clients as well. I was also trained in entering the information for opening new accounts.
