lead customer service representative resume example with 4+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
:
Summary
Motivated Shift Leader enthusiastic about helping team members meet and exceed objectives with compassionate leadership. Talented trainer and operational problem-solver with front-line experience and collaborative nature. Resourceful in balancing customer, company and employee needs.
Skills
Credit card processing
Membership renewals
Account management
Order fulfillment
Customer support
Operations monitoring
Loss prevention
Team Supervision
Staff development
Issue resolution
Experience in leadership
Flexible
Problem resolution
Training & Development
Relationship building
Customer service
Experience
Lead Customer Service Representative, 08/2020 to Current Pilot Freight Services – Colton (1461 E. Cooley Dr Suite 270), CA,
Trained new employees on company customer service policies and service level standards.
Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Operated cash register, collected payments and provided accurate change.
Assisted with purchases, locating items and signing up for rewards programs.
Helped customers find specific products, answered questions and offered product advice.
Wrapped items and bagged purchases properly to prevent merchandise breakage.
Maintained high productivity by processing cash, credit, debit and voucher program payments for customers.
Inspected checkout areas to direct team members in cleaning, trash removal and other actions to restore professional appearances.
Maximized sales potential by preparing, storing, rotating and merchandising products at point-of-sale.
Scanned customer purchases and supported transactions to streamline sales process.
Promoted specific item options to drive sales and achieve add-on purchases.
Attended to gas spills and accidents promptly and according to established guidelines.
Maintained adequate food and beverages in display cases and refrigerators for customer convenience.
Contributed abilities during heavy work periods and to cover missing employees to uphold strong service levels for customers.
Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
Verified customer identification for alcohol or tobacco purchases.
Learned roles of other departments to provide coverage and keep store operational.
Games Associate, 06/2018 to 02/2020 Cedar Fair Entertainment Company – Buena Park, CA,
Demonstrated products to customers, discussed features and redirected objections to capture sales.
Stocked shelves and supplies and organized displays to focus customer attention on specific items.
Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
Helped customers sign up for loyalty programs and submitted completed paperwork.
Recommended merchandise to customers based on needs and preferences.
Stayed up to date on store promotions, payment policies and security practices.
Escorted customers to products and pointed out complementary items to boost store sales.
Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
Observed customer behaviors to identify security threats and escalate concerns to supervisors.
Recommended optimal merchandise based on customer needs and desires.
Educated customers on product and service offerings.
Maintained visually appealing and effective displays for entire store to drive sustained revenue and move target products.
Organized store by returning all merchandise to its proper place and restocked displays.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Shift Lead Manager, 08/2019 to 01/2020 Pitney Bowes – Cleveland, OH,
Coordinated shift-based inventory receiving, auditing and restocking.
Upheld company standards and compliance requirements for operations and cleanliness.
Generated reports to assess performance and adjusted workflows to realign with targets.
Positioned skilled staff in key areas throughout shift to optimize department productivity.
Enhanced operations and boosted productivity through employee training, coaching and creating work schedules and assignments.
Managed schedules, accepted time off requests and found coverage for shifts.
Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Cultivated culture of empowerment to help employees better meet customer needs with minimal oversight.
Oversaw efficient receiving and inventory management to keep stock within optimal levels.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Delegated work to staff, setting priorities and goals.
Streamlined ordering and Inventory procedures to identify top sellers and reduce over-stock.
Addressed internal and customer-related issues each day and affected strategic resolutions.
Teamed with peers, technicians and pharmacists to prioritize and complete orders.
Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory.
Customer Service Representative, 05/2016 to 08/2019 Prometric – Las Cruces, NM,
Set up and activated customer accounts.
Remained constantly aware of customer activity to ensure safe and secure shopping environment.
Educated customers on special pricing opportunities and company offerings.
Trained new employees on procedures and policies to maximize team performance.
Escalated customer concerns, store issues and inventory requirements to supervisors.
Education and Training
Cerification: Harley Davidson Technician, Expected in 12/2016 to Motorcycle Mechanics Institute A Div. of Universal Technical Institute - Phoenix, AZ GPA:
High School Diploma: , Expected in 06/2015 to North County High School - Glen Burnie, MD GPA:
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Resume Overview
School Attended
Motorcycle Mechanics Institute A Div. of Universal Technical Institute