Summary
Overview
Work History
Education
Skills
Timeline
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Xavier Crowder

Thomasville,GA

Summary

Gifted Customer Service Lead with focus on building relationships with lucrative clients. Offering outstanding experience at high-end retail companies. Looking to bring well-rounded skills to new position, adding further success to dynamic company. Personable Service Lead offering 3 1/2 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Energetic professional proudly certified in customer service. Poised and reliable with experience training and mentoring new employees in phone etiquette and troubleshooting. Ready for the next great position with City of Thomasville as a top-notch Director of Customer Service.

Overview

5
5
years of professional experience

Work History

Customer Service Lead

Big Lots
Thomasville, Georgia
05.2018 - Current
  • Greeted customers and listened closely to problems described to determine solutions.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Trained, oversaw and mentored new team members to strengthen performance and job expertise.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Conferred with senior management to handle and correct disciplinary or knowledge issues.
  • Reviewed associate performance each day to identify training needs.
  • Active Manager on duty when scheduled.
  • Managed all front end metrics and associates.
  • Inventory control for vendor deliveries.
  • Conducted interviews and hiring processes.
  • Leads, supervises, and provides work direction to the service team in the store related to all cashiering, front-end, and recovery functions.
  • Provides feedback to store leadership regarding team performance.
  • Responsible for activities related to the achievement of customer service standards, front-end operations, and program compliance, training, and day to day operational tasks, including recovery.
  • Utilizes company tools, reports, and feedback to effectively analyze trends and collaborate with store leadership in refining plans to accomplish store initiatives and achieve goals.

Sales Associate

Citi Trends
Thomasville, GA
05.2018 - 11.2018
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Provided positive first impressions to welcome existing, new and potential customers.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions regarding sizing, accessories and proper care for merchandise.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Solved customer challenges by offering relevant products and services.
  • Achieved perfect attendance and on-time record.
  • Processed product returns and assisted customers with other selections.

Lead Sales Associate

Dollar General
Willacoochee, GA
06.2017 - 04.2018
  • Trained, coached and mentored new sales associates for maximum performance.
  • Provided exceptional customer service to foster client loyalty and satisfaction.
  • Monitored sales team performance and provided constructive feedback.
  • Kept detailed track of sales and customer information in company system.
  • Reported sales data to upper management for review.
  • Led sales team to exceed quarterly sales goals.

Education

High School Diploma -

Atkinson County High School
Pearson, GA
05.2016

Skills

  • Needs Assessment
  • Store Layouts
  • Customer Retention Strategies
  • Productivity Standards
  • Customer Account Management
  • Building Customer Trust and Loyalty
  • POS Systems and Ordering Platforms
  • Issue and Complaint Resolution
  • Rewards Programs
  • Employee Relationships
  • Responding to Difficult Customers
  • POS Transactions
  • Calm and Professional Under Pressure
  • Customer Service Excellence
  • Understanding Customer Needs
  • Courteous with Strong Service Mindset
  • Information Updates
  • Upselling Products and Services
  • Upbeat and Positive Personality
  • Order and Refund Processing
  • Cash Register Operations
  • Telephone Management
  • Electronic Information Systems
  • Merchandise Arrangements
  • Report Creation
  • Report Preparation
  • Inventory Control Processes
  • Inquiry Requests
  • Answering Customer Questions
  • Correcting Discrepancies
  • Credit Card Payment Processing
  • Consulting Supervisors
  • Team Meetings
  • Assignment Delegation
  • Customer Inquiry Response
  • POS Inventory System Operation
  • Answering Emails
  • Membership Registrations
  • Sales Report Generation

Timeline

Customer Service Lead

Big Lots
05.2018 - Current

Sales Associate

Citi Trends
05.2018 - 11.2018

Lead Sales Associate

Dollar General
06.2017 - 04.2018

High School Diploma -

Atkinson County High School

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Xavier Crowder