Agnieszka Derouche
Palos Hills,IL
Summary
Service-oriented Customer Service Supervisor with 8 year background in customer service. Core competencies include working great under pressure and handle difficult situations as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.
Overview
13
13
years of professional experience
Work History
Customer Advocate
Cintas
02.2019 - 10.2023
- Helped customers by reaching out to external representatives to organize services and address problems
- Improved satisfaction by teaching customers how to navigate available telephone and online tools
- Delivered exceptional customer service by targeting solutions on unique customer situations and needs
- Identified current service levels and potential resolutions with careful review of existing information
- Identified causes of product malfunctions and credited affected customers
- Helped improve processes and products by relaying customer feedback
- Resolved issues based on thorough investigations of concerns.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
Customer Service Shift Supervisor
Midwest Foods
02.2015 - 01.2019
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
- Implement corporate or departmental policies, procedures, and service standards in conjunction with management
- Train or instruct employees in job duties or company policies or arrange for training to be provided
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
- Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action
- Recruit, interview, and select employees
- Interpret and communicate work procedures and company policies to staff
- Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff
- Process over 60 orders a day.
Assistant Store Manager
Furniture Village
01.2011 - 02.2015
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods
- Inventory stock and reorder when inventory drops to a specified level
- Instruct staff on how to handle difficult and complicated sales
- Assign employees to specific duties
- Keep records of purchases, sales, and requisitions
- Plan and coordinate advertising campaigns and sales promotions, and prepare merchandise displays and advertising copy
- Plan and prepare work schedules and keep records of employees' work schedules and time cards
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise
- Maintain our store website.
Education
Associate of Science -
University of Phoenix
Chicago, IL10.2018
Skills
- Complex Problem Solving
- Coordination
- Customer and Personal Service
- Time Management
- Judgment and Decision Making
- Active Learning
- Education and Training
- Administration and Management
Timeline
Customer Advocate
Cintas
02.2019 - 10.2023
Customer Service Shift Supervisor
Midwest Foods
02.2015 - 01.2019
Assistant Store Manager
Furniture Village
01.2011 - 02.2015
Associate of Science -
University of Phoenix