Amiyra Howard
Customer Service
827 N. Luzern Ave,MD
Summary
Dedicated professional with extensive experience in customer service and logistics. Known for strong critical thinking and active listening skills, contributing to effective problem resolution and team training. Committed to implementing actionable solutions that enhance service delivery and operational efficiency.
Overview
18
18
years of professional experience
Work History
Customer Service Representative/Logistics Associate
Amazon
Sparrows Point, MD
01.2020 - Current
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall service experience.
- Developed and implemented process improvements, reducing response time for customer issues.
- Mentored new team members on best practices for handling complex customer interactions.
- Analyzed customer feedback to identify trends and recommend actionable solutions to management.
- Trained staff on software tools and systems, increasing team proficiency in customer service operations.
- Collaborated with cross-functional teams to address and resolve escalated service issues promptly.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Used machinery and equipment such as box cutters, shrink-wrap guns and electric pallet jacks.
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
- Maintained clean, orderly work environment free of hazards.
- Verified quantity and description of materials received by checking merchandise against packing list.
- Managed warehouse operations and verified proper shipment procedures.
- Operated equipment while observing standard safety procedures.
- Verified documentation and condition of freight to assure quality standards were achieved.
- Moved furniture and boxes using utility dolly and truck ramp.
- Operated moving truck safely to deliver items to destination without nicks or scratches.
- Surrounded items in cling film, padded blankets, and tape to protect from damage.
- Unpacked and repacked items in different quantities and configurations for shipment.
- Successfully navigated large shipments of materials through tight spaces and busy facilities.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Strapped items down over protective padding to secure throughout transportation.
Cashier Manager/General Manager of Food Service
Sullys Cash Checking & Seafood Grill
Baltimore, MD
01.2008 - 01.2022
- Supervised daily cash operations, ensuring accuracy in transactions and compliance with company policies.
- Trained and mentored staff on customer service excellence and efficient checkout procedures.
- Implemented inventory management systems to track stock levels and reduce waste effectively.
- Resolved customer inquiries and complaints promptly, maintaining high satisfaction levels.
- Conducted regular audits of cash registers to ensure accountability and minimize discrepancies.
- Built positive relationships with customers to increase repeat business.
- Assisted customers in need to promote pleasant shopping experiences and encourage return business.
- Reduced cash discrepancies by consistently monitoring cash registers and conducting periodic audits.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Monitored inventory to keep store stocked with necessary items and avoid running out of in-demand products.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Resolved escalated customer complaints in a professional manner, maintaining positive brand reputation.
- Monitored areas for security issues and safety hazards.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Enhanced team productivity by delegating tasks and setting clear goals for cashier staff members.
- Developed cashier schedules to maintain adequate staffing levels during peak hours, maximizing efficiency of operations.
- Conducted regular inventory checks on point-of-sale materials, ensuring availability of necessary supplies for smooth functioning of the cashier area.
- Promoted a safe working environment with thorough adherence to company policies and safety protocols.
- Implemented loss prevention measures to mitigate theft incidents at the register area.
- Coordinated promotional price changes, ensuring accurate pricing information at the register level.
- Collected valuable feedback from customers regarding their shopping experience, identifying areas for improvement and implementing necessary changes to enhance overall satisfaction.
- Established strong rapport with customers, fostering loyalty and repeat business through exceptional service.
- Maximized store sales by cross-selling additional products during checkout.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed reward system to motivate cashiers, leading to improved performance and morale.
- Streamlined check-out process, significantly reducing customer wait times by training staff on advanced POS systems.
- Analyzed sales data to identify trends and inform stocking decisions, aligning inventory with customer demand.
- Implemented strict loss prevention protocols, effectively minimizing shrinkage and theft incidents.
- Collaborated with security team to design and implement comprehensive emergency response plan.
- Enhanced security measures, reducing instances of fraud at point of sale.
- Managed scheduling and payroll for cashier staff, optimizing labor costs while maintaining service quality.
- Boosted sales of promotional items with strategic placement and informative cashier-customer interactions.
- Enhanced team efficiency by implementing new scheduling system to ensure cashier coverage during peak hours.
- Streamlined inventory management processes, ensuring product availability and reducing overstock.
- Conducted regular training sessions for cashiers on customer service excellence, enhancing overall shopping experience.
- Introduced customer feedback system, leveraging insights to improve service and product offerings.
- Maintained accurate financial records, ensuring reconciliation of cash drawers and deposits without discrepancies.
- Negotiated with vendors for more favorable payment terms, positively impacting cash flow.
- Oversaw food preparation and monitored safety protocols.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
Education
No Degree - Nursing/ Business
Baltimore City Community College
Baltimore, MD09-2001
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Languages
English
Native or Bilingual
Timeline
Customer Service Representative/Logistics Associate
Amazon
01.2020 - Current
Cashier Manager/General Manager of Food Service
Sullys Cash Checking & Seafood Grill
01.2008 - 01.2022
No Degree - Nursing/ Business
Baltimore City Community College