Results-oriented Customer Service professional commended for exceptional customer satisfaction ratings, speedy resolutions and consistent availability. Strategic and persuasive with over 6 years of experience working in customer-facing environments. Accustomed to using tactful communication and active listening to creatively solve problems achieve positive outcomes.
Skills
Account management
Customer support
Employee coaching
Call center experience
Fleet dispatching
High-energy attitude
Inbound and outbound calling
In-store support
Technologically savvy
Active listening
Time Management
Orientating and training
Experience
Member Service Counselor II, 10/2018 to Current Giant Eagle, Inc. – Northfield Center, OH,
Assist with gathering information from members to send out road side requested services.
Evaluated customer account information to assess current issues and determine potential solutions.
Communicate policies for members receiving services.
Process payments on memberships for services and fees.
Communicate between departments to be able to obtain updates for service requests.
Process verification for memberships with other servicing clubs.
Provide feedback for representatives in areas needing improvement and/or are excelling in.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Mentored team members by demonstrating best practices for sales and customer service.
Remote processing since March 2020.
Cross-trained in different internal databases and service positions to help team members meet coverage demands.
Shift Leader, 02/2018 to 08/2018 Shakey's Pizza – Culver City, CA,
Kept areas clean, neat and inspection-ready at all times to comply with product guidelines.
Documented receipts, employee hours and inventory movements.
Supervised, motivated, and led employees to maintain productivity and customer service levels.
Managed schedules, accepted time off requests and found coverage for shifts.
Performed minor equipment repairs to keep jobs on task and notified maintenance department of major machinery failures.
Coordinated daily shift changes to facilitate tasks and handle special needs or requests.
Conducted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
Identified needs of customers promptly and efficiently.
Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
Operated cash register, collected payments and provided accurate change.
Supervised store opening and closing procedures, which included counting cash drawers and making bank deposits.
Assisted newly hired team members by explaining company procedures and safety requirements and delivered positive feedback upon job task completion.
Dispatcher; Shopper, 11/2017 to 02/2018 Smiths Group – Laconia, NH,
Reported delays, accidents or other traffic and transportation situations.
Maintained current knowledge of all personnel in field and all completed deliveries or delays.
Evaluated customer account information to assess current issues and determine potential solutions.
Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
Tracked all changes in computer system to keep records current and accurate.
Monitored dispatch board and adjusted call priorities regularly based on caller needs.
Practiced clean and sanitary shopping with minimal product handling and used safety kits diligently, including face masks and hand sanitizer to protect customers and others.
Followed application instructions closely and reviewed deliveries to minimize errors.
Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.
Reset store displays at the end of each shop
Assisted newly hired team members by explaining company procedures and safety requirements and delivered positive feedback upon job task completion.
Cashier, 11/2016 to 10/2017 Circle K Stores, Inc. – Warren, OH,
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.
Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
Worked closely with front-end staff to assist customers and maintain satisfaction levels.
Trained new employees in cashiering procedures, offering assistance in resolving front end issues.
Wrapped items and bagged purchases properly to prevent merchandise breakage.
Trained new team members in cash register operation, stock procedures and customer service.
Inspected items for damage and obtained replacements for customers.
Resolved issues with cash registers, card scanners and printers.
Learned roles of other departments to provide coverage and keep store operational.
Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
Customer Service Representative, 04/2016 to 07/2016 Medtronic – City, STATE,
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Consulted with customers to determine best methods to resolve service and billing issues.
Documented conversations with customers to track requests, problems and solutions.
Delivered service and support to each customer, paving way for future business opportunities.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Set up and activated customer accounts to maintain QA satisfaction levels.
Communicated with clients via email, phone, online presentations, and in-person meetings.
Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
Assistant Manager, 01/2015 to 04/2016 MetroPCS – City, STATE,
Negotiated and closed deals with minimal oversight.
Coached team members on security risks and loss prevention to aid in mitigating store theft.
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
Trained all new sales employees on effective sales, service and operational strategies to maximize team performance.
Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
Recruited and hired individuals demonstrating passion, dedication and added value to team.
Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
Coached and developed store associates through formal and informal interactions.
Handled scheduling for two store shifts across 7-day work weeks to promote proper and adequate staffing.
Maintained retail store presentation by overseeing merchandise replenishment, customer courtesy and inquiry response.
Education and Training
High School Diploma: , Expected in 06/2012 East Providence High School - East Providence, RI GPA:
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