Lead Customer Service Representative resume example with 3+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary
Multitask numerous requests to handle direct and escalated customer requirements. Excellent research, communication and problem-solving abilities. Driven to boost productivity with top-notch analytical and management abilities.
Skills
Customer support
Store maintenance
High-energy attitude
Product organization
Education and Training
Penn Foster Career SchoolScranton, PAExpected in ā āVeterinary Technician :Veterinary Technology - GPA:
Dale County High SchoolMidland City, ALExpected in 05/2010 ā āHigh School Diploma: - GPA:
Experience
Million Air - Lead Customer Service Representative El Paso, TX, 03/2021 - Current
Trained new employees on company customer service policies and service level standards.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
Informed customers about all product lines and services offered by company.
Achieved high sales percentage with consultative, value-focused customer service approach.
Achieved top satisfaction, retention and referral rankings on consistent basis.
Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
Assisted customers with price checks, lifting heavy items and addressing other inquiries.
Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
Handled client inquiries with exceptional professionalism and enthusiasm.
Replenished shelves to maintain adequate merchandise levels.
Maintained store cleanliness and sanitation through cleaning cooking surfaces and sanitizing all surfaces in the store.
Answered questions and informed customers of current sales and promotions.
Recommended, selected and helped locate merchandise based on customer needs and desires.
Trained new employees on procedures and policies to maximize team performance.
Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.
Jo-Ann Fabrics - Key Holder Panama City, FL, 11/2018 - 03/2021
Supported and supervised store opening and closing procedures, including bank deposits and security procedures.
Managed stock demands and employee shift schedules and adapted professionally to unexpected changes.
Partnered with store leadership team to learn and understand management processes and reports.
Protected store assets by assisting with audits, routine cycle counts and physical inventory.
Monitored customer traffic to determine appropriate staffing and create customer engagement strategies.
Coordinated floor moves, merchandising and display maintenance and monitored floor stock to keep popular items available to buyers.
Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
Directed and supervised staff performance.
Continuously audited store operations, slashing inventory shrinkage and reducing cash discrepancies.
Worked one-on-one with employees to motivate while delivering constructive criticism in busy, retail environment.
Identified appropriate solutions to minimize issues and quickly solve problems.
Collaborated with internal personnel and clientele to improve store operations and address concerns quickly.
Delegated tasks to employees based upon individual strengths and experience in stocking and rotating products.
Used Point of Sale register system to complete transactions.
Responded to customer inquiries and delivered appropriate information after carefully researching issues.
Managed 6 employees.
Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
Instructed staff on procedures for handling difficult transactions.
Counted and balanced registers.
Recognized for exceptional shift performance.
Assigned employees to specific duties to best meet needs of store.
Delivered empathy and persuasive negotiation talents to promote memorable customer experience.
Maintained safe, organized store by keeping aisles free of merchandise and boxes.
Displayed merchandise for upcoming sales in visually appealing way.
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