Alex Lange
Elkhart,IN
Summary
Adept at navigating high-stress customer service environments, I leveraged my problem-solving abilities and proficiency in CRM software to enhance customer satisfaction and loyalty at PULLIAM ENTERPRISES. Recognized for exceptional complaint resolution skills, I consistently exceeded performance metrics, contributing to a culture of excellence and a significant increase in repeat business. 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. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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
10
10
years of professional experience
Work History
Customer Service Representative
PULLIAM ENTERPRISES
03.2015 - 06.2024
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Tracked customer service cases and updated service software with customer information.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
CASHIER
711
11.2014 - 03.2015
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- 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.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Developed rapport and fostered brand loyalty by offering personalized service.
- Upsold additional products and services to increase revenue.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
Education
Associate of Science - Business Administration
Ivy Tech Community College of Indiana
Elkhart, IN12.2026
GED -
Elkhart Central High School
Elkhart, IN05.2011
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Money handling abilities
- Complaint resolution
- Payment Processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Call Management
- Follow-up skills
- Product Knowledge
- Appointment Scheduling
- Order Processing
- Documentation
- Administrative Support
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer Relationship Management (CRM)
- Staff Training
- De-Escalation Techniques
- Building rapport
- Technical Support
- Quality Control
- Dispute Resolution
- Customer Education
- Product Sales
- Product and service solutions
- Coordination
- Sales expertise
- Assertiveness
- Order Fulfillment
- Recordkeeping strengths
- Research
- Reading Comprehension
- Service Upselling
- Office equipment proficiency
- Retail store support
- Brand representation
- Shipping and Logistics
- CRM Software
- Product Education
- CRM software proficiency
- Shipping procedures understanding
- Delivery Scheduling
- Warehousing functions
- Call triaging
- Consultative Sales
- Credit adjustments
Baking, Cooking/ grilling & Smoking Food, Fishing, Hunting,
Im an armature pastry baker just started within the last year. I enjoy making doughnuts, and cinnamon, and other sweet roll, and other homemade bread. cooking with my mom since the age of 2. Smoking meats is a hobby I recently undertaken. I have about 5 year experience.
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
PULLIAM ENTERPRISES
03.2015 - 06.2024
CASHIER
711
11.2014 - 03.2015
Associate of Science - Business Administration
Ivy Tech Community College of Indiana
GED -
Elkhart Central High School
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