Angel Lanier Faircloth
Wallace,NC
Summary
Knowledgeable and dedicated customer service professional with 10+ years in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and colleagues. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Motivated to maintain customer satisfaction and contribute to company success. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Overview
13
13
years of professional experience
Work History
CSR - Customer Service Representative
Sharp Energy, Inc
03.2022 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs
- Answered constant flow of customer calls with minimal wait times.
- Prepare daily reports and bank deposits
- Prepare work orders to be dispatched to operational personnel
- Investigated and resolved customer inquiries and complaints quickly.
- Print, reconcile and distribute reports and calculations.
- Perform other related functions as assigned by District Manager or Customer Service Manager
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained staff on operating procedures and company services.
- Handled customer inquiries and suggestions courteously and professionally.
- Issue credits and adjustments when necessary
- Investigated and resolved accounting, service and delivery concerns.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Review figures to ensure proper accounts are being charged and billing is correct
- Processed customer service orders promptly to increase customer satisfaction.
- Reconcile daily payments that are received through mail and cash drawers.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Reconcile all cash taken daily and prepare bank deposits
- Receive and transmit information to and from service, installation and delivery personnel
- Enter changes on customer's accounts
- Prepare credit history checks for prospective customers
- Maintain customer and vendor files and store batches and reports
- Utilized customer service software to manage interactions and track customer satisfaction.
- Type correspondence
- Attend training seminars
- Order office and computer supplies
- Maintains good customer relations.
- Interprets, monitors and implements company policies, as they pertain to customer service.
- Involvement with Public Assistance Programs
- Keeps abreast of any changes in documentation requirements, methods of payment and reconciliation of accounts in regard to Public Assistance programs and implements procedure for handling accounts and monies.
- Maintains and processes deposits.
- Review budgets to determine need for increasing budget amounts.
- Assist in preparation of customer budgets.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Retail Merchandiser
Premium Retail Services
06.2021 - 12.2021
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Managed inventory levels and product rotation to maximize sales and minimize out-of-stock items.
- Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.
- Established strong vendor relationships to maintain and support business.
- Developed relationships with key store personnel to support proper product placement and visibility.
- Analyzed sales data to identify trends and devised action plans to increase sales.
- Identified opportunities to increase store sales and developed actionable strategies.
- Trained store personnel on product features to drive sales and increase product awareness.
- Interacted with guests in friendly and knowledgeable way.
- Partnered with merchandising team to create and implement profitable pricing strategies.
- Created and enforced detailed organization processes to increase quality and service standards.
- Reported and analyzed inventory data to help management strategically improve pricing and marketing strategies.
- Greeted store customers and discussed needs
- Managed timely and effective replacement of damaged or missing products
- Completed inventory accounts to keep records current and promote accurate ordering
- Pulled merchandise from inventory storage and documented quantities to maintain accuracy.
- Supervised and trained new staff in performing census.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels
- Maintained store assets with effective loss prevention strategies
First Assistant Manager
Cato Corporation
08.2019 - 09.2021
- Demonstrate leadership qualities to supervise and guide project team members
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Hire, train, schedule and manage employees in daily tasks
- Develop good customer relationships and address customer service needs
- Manage purchasing, inventory, maintenance and other operational functions
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Develop strategies for better workplace efficiency and goal
- Reviewed sales and gross profit report to assess company efficiency.
- Mentored team members to enhance professional development and accountability in workplace.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Counter Manager
Peebles
12.2014 - 12.2019
- Sold merchandise through effective customer service techniques and professional selling skills to reach productivity goals.
- Organized sale events and created eye-catching product displays to attract customers to jewelry counter.
- Sell company programs to store management and receive support for execution of our company Sales and Marketing and Events calendars.
- Communicated regularly with vendors, planners, distributors. buyers, and in store management regarding stock needs, customer preferences and special events.
- Facilitated strategies to present and sell merchandise through regular product demonstrations.
- Recruit, train, motivate, and develop our people, our company's greatest asset.
- Educate our selling teams and account sales staff about company's goals, visual merchandising directives and product knowledge.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Supervisor Expert Jewlery Consultant
JCPenney
11.2010 - 01.2015
- Organizing, preparing and arranging promotional materials and displays
- Completed store opening and closing procedures as per company guidelines.
- Maximizing sales through effective merchandising
- Recruiting, training, supervising and appraising staff
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Worked with other sales associates to deliver excellent customer service and cut wait times at registers.
- Provided dynamic service to customers through active engagement, direct eye contact and well-honed listening skills.
- Asked open-ended questions to determine exactly what customers required, available budgets and target recipient for each purchase.
- Informed customers of current store promotions to encourage additional sales purchases.
- Developed extensive conflict resolution skills by diffusing tense situations with unhappy customers.
- Attended company trainings and seminars on such topics as customer engagement strategies, marketing and promotions and attaining sales goals and milestones.
- Mentored new associates and coached on marketing techniques and engagement strategies, resulting increase in sales and profitability.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Increased sales and customer satisfaction through personalized servicing.
- Upsold warranties and purchase add-ons to customers to drive sales revenues and achieve sales goals.
- Oversaw and processed payments made by credit and debit cards and cash and provided correct change if applicable.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Replenished merchandise from inventory during downtime when stock became low.
Education
Bachelor's degree - Social Work
University of North Carolina Wilmington
Wilmington, NC06.2012
Associates -
James Sprunt Community College
Kenansville, NC05.2007
High school diploma -
Wallace-Rose Hill High School
Teachey, NC05.2004
Skills
- Customer service skills
- Communication skills
- Microsoft Office
- Report/Data Entry Skills
- Inbound customer calls with multiple lines
- Collaboration
- Detail-oriented
- Time Management Skills
- Willingness to learn/adjust to challenges
- Active listening
- Adaptability
- Decision-making
- Critical thinking/analytical skills
- Problem-solving skills
- Dependable
Timeline
CSR - Customer Service Representative
Sharp Energy, Inc
03.2022 - Current
Retail Merchandiser
Premium Retail Services
06.2021 - 12.2021
First Assistant Manager
Cato Corporation
08.2019 - 09.2021
Counter Manager
Peebles
12.2014 - 12.2019
Supervisor Expert Jewlery Consultant
JCPenney
11.2010 - 01.2015
Bachelor's degree - Social Work
University of North Carolina Wilmington
Associates -
James Sprunt Community College
High school diploma -
Wallace-Rose Hill High School
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