Akenya Graham
Union City,GA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
22
22
years of professional experience
Work History
E-Commerce Customer Service/Sales Manager
Nature's Organelle LLC
11.2018 - Current
- Created and implemented processes to ensure success of business
- Oversee daily business operations to ensure daily goals are successfully met
- Created marketing email campaigns to attract new customers and sales
- Create shipping labels, packaged, and shipped orders
- Increased revenue to $250,000 in sales within 2 years of starting
- Answer emails, text messages, calls, direct messages, and online chats
- Handle Inventory management and control
- Handle social media pages for marketing and obtaining new customers.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Developed and offered unique discount options to drive interest in new product lines.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Created and reviewed invoices to confirm accuracy.
- Researched and corrected customer concerns to promote company loyalty.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Took ownership of customer issues and followed problems through to resolution.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Wrapped, boxed and prepared orders for shipment.
Customer Service Representative
Nordstrom.com
10.2022 - 12.2022
- Answered incoming calls from customers
- Assisted customer with placing orders
- Assisted customer with order issues or concerns
- Sufficiently handed escalated calls for one call resolution
- Efficiently used multiple systems and screens to obtain and record customer information
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
E-Commerce Customer Service Specialist
Ankhology Apparel
01.2016 - 01.2019
- Retrieved and prepared products for shipments
- Completed daily inventory counts for merchandise
- Created videos and photos for social media marketing
- Provided content for engagement and to grow social media pages
- Answered emails and messages to retain customer retention and grow sales
- Assisted with designs of merchandise and chose new products to sell.
- Incorporated e-commerce objectives in social media platform management.
- Implemented systems and procedures to increase sales.
- Answered live online chats to give quick answers and solve problems faster.
- Generated reports and tracked customer service metrics on daily basis.
Retail Associate Manager
T-Mobile
01.2014 - 01.2016
- Assisted the store manager with operational requirements such as scheduling, store meetings, projects, store budget, and monthly sales goals
- Assisted in training and motivating of sales team
- Developed negotiating and closing skills resulting in the development of new business with both corporate and individual accounts
- Developed relationships with colleagues, customers and staff at all levels
- Tracked daily cash handling, reconciled sales and prepared bank deposits.
- Produced regular sales reports, analyzed data and identified areas for improvement.
- Implemented strategies focused on increasing store sales and customer satisfaction.
- Successful in managing team of 10 employees in retail store.
- Trained employees in suggested selling and merchandising techniques to meet sales quotas.
- Enforced policies and procedures and administered disciplinary action to encourage quality performance of retail staff.
- Monitored and identified store losses or inconsistencies and implemented solutions to successfully achieve company goals.
- Supported staff development and goal attainment by focusing on skill development and job satisfaction.
- Assisted with recruiting, hiring, educating and motivating retail team to maintain optimal staffing levels.
- Liaised with retail manager to cultivate and maintain positive and uplifting work environment and family-centric culture.
- Handled pricing and inventory
- Handled customer complaints and escalations.
- Acted as in-store sales leader and maintained strong presence on floor to build relationships with customers, support and develop team and increase revenue.
Customer Service/Sales Representative
T-Mobile USA, Advanced General
01.2011 - 01.2014
- Process request to disconnect services
- Utilize negotiation skills to ensure customer retention and loyalty
- Resolve a variety of customer inquiries such as technical and billing questions
- Resolve escalated customer issues and concerns
- Effectively assist with new hire training within T-Mobile and provide floor support once live calls are being taken.
- Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
- Promoted new products and services to existing customers, driving revenue growth and satisfaction.
- Delivered superior customer service to retain existing customers and attract future customers.
- Answered constant flow of customer calls with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
PBX Operator
Boca Raton Regional Hospital
12.2009 - 01.2011
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Supported customers by managing 2000 calls per day efficiently while maintaining professionalism and upbeat tone.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Created and maintained company phone directory with current extensions and staff information.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Received incoming calls and paged individuals and departments over PA system.
Merchandiser
Storelink
01.2009 - 12.2009
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Updated pricing and signage to complete product displays and educate customers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Verified products appeared at correct locations in proper quantities.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Collaborated with store managers to devise store layouts and establish aesthetic appeal.
- Monitored and replenished display inventory and restructured according to available stock.
- Organized store merchandise racks by size, style, and color.
- Arranged consistent shelves, bins, and racks at 5 locations by following established planograms.
- Promoted seasonal products and trends to move stock and prepare for incoming inventory.
Receptionist/Office Assistant
Gowdy's Lawn Service
01.2002 - 01.2009
- Provided Customers with quality service while assisting with their needs regarding their home and businesses
- Scheduled future appointments based on business demands to exceed revenue intake
- Shared information regarding products and services offered
- Collected, organized, and distributed mail and messages to employees.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Scheduled, coordinated and confirmed appointments and meetings.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Compiled information from files and research to satisfy information requests.
Server
Denny's
01.2003 - 01.2005
- Greeted and seated customers
- Delivered exceptional, friendly, and fast service
- Answered questions about menu selections and made recommendations when requested
- Provided excellent customer service and attention to detail
- Accurately recorded orders and partnered with team members to serve food and beverages.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Education
Some College (No Degree) - Paramedical Skincare/Spa Management
Florida College of Natural Health
Pompano Beach, FLSkills
- Coaching and Training
- Social Media Platforms
- Sales Expertise
- Exceptional Telephone Etiquette
- Complaint resolution
- Sales expertise
- Order fulfillment
- Training development aptitude
- CRM
- Professional telephone demeanor
Affiliations
T-Mobile Sales Training Certification-2011 Retail knowledgeSales floor managementPerformance tracking Strategic thinking Cash controlInventory controlPeople developmentTraining techniques Relationship buildingCustomer service
Timeline
Customer Service Representative
Nordstrom.com
10.2022 - 12.2022
E-Commerce Customer Service/Sales Manager
Nature's Organelle LLC
11.2018 - Current
E-Commerce Customer Service Specialist
Ankhology Apparel
01.2016 - 01.2019
Retail Associate Manager
T-Mobile
01.2014 - 01.2016
Customer Service/Sales Representative
T-Mobile USA, Advanced General
01.2011 - 01.2014
PBX Operator
Boca Raton Regional Hospital
12.2009 - 01.2011
Merchandiser
Storelink
01.2009 - 12.2009
Server
Denny's
01.2003 - 01.2005
Receptionist/Office Assistant
Gowdy's Lawn Service
01.2002 - 01.2009
Some College (No Degree) - Paramedical Skincare/Spa Management
Florida College of Natural Health
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