Angela Smith
Claremont,NC
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
Customer Service Manager
Food Lion
Newton, NC
09.2019 - Current
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Monitored phone calls to provide feedback and coaching.
- Evaluated employee job performance and motivated staff to improve productivity.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Evaluated and authenticated returns, exchanges and voids.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Led team engagement to assist cross-functional departments and achieve goals.
- Conducted training and offered staff development opportunities to decrease process lags.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Delegated work to staff, setting priorities and goals.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Global Operations Assistant
Moretz
Newton, NC
05.2005 - 10.2006
- Responsible for tracking imported goods from vendors worldwide.
- Communicating with vendors via phone and email to ensure orders manufactured and shipped on time.
- Tracked orders from facility to port, port to rail, and arranged shipping via truck to plant.
- Maintained filing system for orders being received from over sea shipments.
Customer Service Representative
Spectrum Textured Yarns
Hickory, NC
05.2000 - 03.2005
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Conducted regular follow-up calls with customers after resolving their issues.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries via phone, email, and chat.
- Job duties included receiving orders from customers via phone, fax, and email.
- Entering orders into the system for manufacturing.
- Selecting product in system to generate a packing list for shipping to prepare.
- Additional training at this office included the billing of finished products being shipped. As well as preparing export documentation.
Education
Some College (No Degree) - Business
Gaston Community College
Lincolnton, NCSkills
- Customer service
- Conflict resolution
- Team leadership
- Performance monitoring
- Employee training
- Customer relationship management
- Problem solving
- Verbal and written communication
- Cash handling
Affiliations
- During free time I enjoy hobbies such as crafting, cooking, caking decorating, spending time with family.
References
References available upon request.
Timeline
Customer Service Manager
Food Lion
09.2019 - Current
Global Operations Assistant
Moretz
05.2005 - 10.2006
Customer Service Representative
Spectrum Textured Yarns
05.2000 - 03.2005
Some College (No Degree) - Business
Gaston Community College