ADRIENNE RICE
Rosharon,TX
Summary
Articulate and energetic customer service agent with over 10+ years of demonstrated expertise in the customer service industry, seeking a position within an organization to call home. I am a self-motivated, analytical thinker, I have a reputation for excellence and promoting a positive, productive work environment while providing a strong commitment to the company’s vision and mission. In addition, I am an effective problem-solver, expert at multi-tasking, and I possess strong analytical skills. I am a quick learner who is always willing to get involved to achieve new goals and expand business opportunities. I also have experience with inbound customer support, and escalations as well. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Member Services Representative-Remote
Virgin Pulse Inc.
10.2021 - 03.2022
- Handled incoming calls from members and clients regarding a variety of requests
- Demonstrated and maintained professional oral and written communication with customers, co-workers and other Virgin staff
- Used top-notch interpersonal skills to be able to understand customers’ inquiries or complaints and deal effectively with callers who may have been frustrated or angry
- Navigated multiple databases simultaneously for member research and resolution
- Answered questions about client and product design as well as Virgin’s involvement with members’ overall wellbeing
- Assisted members with any technical issues related to website or products and escalated issues as necessary
- Possessed a professional and friendly attitude and was able to quickly develop a rapport with customers over the phone by using excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections
- Identified, researched, and resolved customer issues using Virgin databases, followed up on customer inquiries not immediately resolved
- Accepted repetitive work tasks performed them in a confined work area, consistently met established performance and quality standards
- Maintained thorough knowledge of systems so that information could be researched and proper information was given to members
- Learned and retained a thorough working knowledge of all existing and new products and services.
Customer Service Associate Front End
Lowe's
10.2017 - 08.2020
- Delivered quality customer service while delivering a checkout experience that was quick, professional, and friendly
- Ensured merchandise was accurately accounted for, scanned, and met the needs of customers
- Sought out customers to understand his/her needs and assisted in locating, demonstrating, selecting, carrying, and/or loading merchandise
- Listened to and responded knowledgeably and promptly to customer and employee questions by taking them to areas of the store and walking them through projects when necessary
- Demonstrated sincere appreciation to customers
- Communicated information to customers regarding all stock, special order merchandise, feature benefits and credit programs, application, and warranty information
- Used a cash register to process sales transactions, returns, and refunds according to company guidelines
- Removed security tags, verified product information, and bagged merchandise for customers
- Answered incoming phone calls and directed calls or took messages as needed
- Prepared register area at the beginning and end of shift by confirming functionality of registers and scanners and stocking register supplies
- Stocked coolers, shelves, and areas around the cash register with merchandise.
Guest Services Team Member
Whole Foods Market
03.2005 - 04.2010
- Greeted customers in a friendly and professional manner
- Assisted customers with questions about store products
- Processed credit/debit card transactions and validated checks
- Operated electronic scanners, cash registers, and related equipment
- Ensured that the cash drawer was balanced at the end of each shift
- Performed minor housekeeping to keep work area clean and orderly
- Resolved customer concerns effectively, referred unresolved concerns to supervision.
Education
General Education Development Training -
Wharton County Junior College
Sugar Land, TexasSkills
Cross-Functional Team Development
Timeline
Member Services Representative-Remote
Virgin Pulse Inc.
10.2021 - 03.2022
Customer Service Associate Front End
Lowe's
10.2017 - 08.2020
Guest Services Team Member
Whole Foods Market
03.2005 - 04.2010
General Education Development Training -
Wharton County Junior College