Althea E Cardwell
Summary
Dynamic Customer Service Executive with a proven track record at Macy's Department Store, enhancing customer satisfaction through systematic problem-solving and effective complaint handling. Recognized for mentoring staff and implementing user engagement strategies, leading to improved service efficiency and reduced wait times during peak hours.
Professional with strong background in customer service, ready to deliver impactful results. Capable of handling complex customer interactions with empathy and efficiency, adept at problem-solving, and skilled in communication. Valued team player known for adaptability and fostering collaborative environments. Proficient in conflict resolution, CRM systems, and multi-channel support.
Overview
25
25
years of professional experience
Work History
Customer Service Executive
Macy's Department Store
09.2000 - 03.2025
- Resolved customer inquiries and complaints through effective communication and problem-solving skills.
- Assisted in training new staff on customer service protocols and store policies.
- Maintained accurate records of customer interactions and transactions using CRM systems.
- Improved customer satisfaction scores by implementing feedback mechanisms for service enhancement.
- Collaborated with team members to streamline processes, reducing response times for customer requests.
- Developed product knowledge to provide informed recommendations to customers, enhancing their shopping experience.
- Led initiatives to improve service efficiency, resulting in reduced wait times during peak hours.
- Mentored junior staff, fostering a collaborative environment focused on delivering exceptional customer service.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
Education
Human Resources Management
Michigan State University
East Lansing, MI05-1984
Skills
- Collaborative teamwork
- User engagement strategies
- Customer engagement strategies
- Complaint handling
- Strong public speaking abilities
- Relationship building
- Issue escalation
- Systematic problem-solving
- Documentation and notes
- Performance evaluation management
- Inventory assistance
- Sales growth initiatives
Accomplishments
- Received outstanding client engagement with customers for 20 consecutive quarters.
- Developed exemplary research skills which helped alleviate customer issues quickly and effectively, saving relationships.
- Supervised team of 65 staff members.
Affiliations
- Food Bank of Eastern Michigan
- NAACP
- Charity Outreach
Timeline
Customer Service Executive
Macy's Department Store
09.2000 - 03.2025
Human Resources Management
Michigan State University
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