ASHLEY GRAHAM

Manage large quantities of inbound calls, chats, and emails from current, past, and prospective customers.

• Loosely follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide personal solution.
• Build sustainable relationships and engage customers to build dedicated clientele
• Keep records of all conversations in our call center database in comprehensible way
• Meet personal/team qualitative and quantitative targets
• Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
• Remained available 8 hours daily to respond to guest needs, complaints or inquiries
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Served customers with knowledgeable, friendly support at every stage of their online shopping experience.

• Use expert knowledge of shopping within store, all policy, and procedures to guild guest online shopping experience.
• Process refunds to guest accounts, and provide gift receipts when possible.
• Pick personal grocery items for delivery, and pick up orders.
• Organize, and distribute pick up, and delivery orders.
• Make outbound calls to online customers in regards to any updates, or changes to their online accounts.
• Answer incoming calls from Online shoppers with questions, concerns, or compliments regarding their online shopping experience.
• Handled between 75-120 calls per day to address customer inquiries and concerns.
• Increased customer satisfaction by resolving issues

Assist Service Team Leader with day to day operation of the Front-end, Cash Control back office, as well as the Business Center.

• Ensure adequate levels of all Cash Control, Front End, and Business Center office supplies and forms.
• Perform all Business Center transactions.
• Role model superior customer service
• Listen and show sensitivity to all customer concerns while handling issues effectively, and professionally.
• Maintain professional communication with customers in person, as well as via phone.
• Stay knowledgeable of all store policies, and products to ensure %100 Customer satisfaction
• Managed file details and organization throughout life cycle of record

Business Center Rep: Accurately and efficiently perform all services provided at the Business Center.

• Remain knowledgeable of all requirements, policies, procedures, and other financial services.
• Handle large sums of cash, refunds and exchanges.
• Answer incoming calls, and transfer them as needed.
• Maintained energy and enthusiasm in fast-paced environment

Cash Control Specialist: Supervise the operation of the store Business Center and Cash Control Office.

• Keep all records of store financial transactions.
• Ensure that office/store funds balance at end of each work shift
• Prepare and verify checks, and maintain all store accounting functions.
• Perform all necessary cash registers and bank readings.
• Prepare and reconcile all cash drawers as needed for day to day operations.
• Research and resolve any store accounting variances.
• Perform all duties of Business Center Representative on frequent basis.
• Perform all duties of Cashier, and Assistant Service Manager as needed.
• Demonstrated respect, friendliness and willingness to help wherever needed

Cashier: Processes customer transactions of goods and services while providing superior customer service.

• Provide excellent service and customer interaction. Every customer; Every time.
• Collect payments of cash, debit, credit, checks.
• Answer product, and service related questions for customers.

Assistant Service Manager: Lead the successful operations of Central checkout.

• Role model superior Customer Service
• Direct customer traffic flow on front end to expedite check out.
• Provide ongoing communication with store staff and management regarding daily events, as well as any concerns that may transpire.
• Listen and show sensitivity to all employee needs. Handling any concerns in professional manner.
• Review and approve financial transactions at cash register and Business Center (i.e., overrides, refunds, and exchanges)
• Ensure standard operating procedure compliance in service department.
• Direct and Oversee all lunch, and breaks for multiple service employees.
• Mentor other service employees by delivering insight, positive feedback and constructive criticism.
• Answered questions about store policies and addressed customer concerns