Aiyana Davidson

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Boosted team morale by consistently recognizing colleagues' contributions and achievements.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Enhanced customer loyalty by offering personalized solutions tailored to individual needs.

• Advised customers of their orders and portfolios
• Experience with Zendesk and Salesforce
• Offered advice and assistance to customers, paying attention to special needs or wants
• Liaised with customers, management to better understand customer needs and recommend appropriate solutions
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions

Training Assistant

• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
• Contributed to the improvement of overall training programs by gathering participant feedback and implementing necessary changes.
• Coached employees through day-to-day work and complex problems.
• Assisted lead trainer in developing customized training materials for different learning styles and needs.
• Assisted in the delivery of hands-on workshops, providing individualized support as needed to ensure skills mastery.
• Coordinated communication between trainers, trainees, and management to address any issues or concerns related to training initiatives promptly effectively.
• Trained staff on operating procedures and company services.
• Trained and mentored 20 new personnel hired to fulfill various roles.

• Kept reception and common areas clean and tidy, removing trash and straightening magazines and couches
• Maintained various office or program records using a secure filing system
• Displayed pleasant and professional voice and demeanor, positively representing organization
• Answered questions about organization and provided callers with address, directions and other information
• Handled frequent work process interruptions with flexibility and poise
• Signed for incoming deliveries and notified employees of packages
• Backed up and assisted with clerical or technical tasks, driving operations during staff absences
• Received, sorted and forwarded incoming mail and coordinated pick-ups and deliveries of express mail.

• Screened incoming telephone calls, routing to appropriate personnel
• Coordinated equipment maintenance and repairs to maintain office productivity
• Composed letters and other correspondence, fostering external communications on behalf of leadership
• Scheduled appointments, maintaining calendars for personnel
• Compiled, copy, sort and file records of office activities, business transactions and other activities
• Copied and sorted records of office activities and business transactions
• Scanned, faxed, and filed invoices and sales receipts.

• Assisted customers with finding items, placing orders for customers
• Assisted customers via phone and email
• Answered constant flow of customer calls with minimal wait times
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
• Cultivated customer loyalty, promoted repeat business and improved sales.

• Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues
• Submitted service tickets for equipment maintenance requests
• Provided Tier 1 IT support to non-technical internal users through desk side support services
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.

• Restocked and organized merchandise in front lanes
• Helped customers complete purchases, locate items and join reward programs
• Maintained secure cash drawers, promptly resolving discrepancies in daily totals
• Used POS system to enter orders, process payments and issue receipts
• Monitored self-checkout systems and provided assistance or intervention where required
• Operated cash register to record transactions accurately and efficiently.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Built relationships with customers to encourage repeat business.
• Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.