Katrina Marin

Monitored orders and delivered status updates to customers regarding arrivals.

• Established effective working relationships with internal employees, vendors, shipping company contacts and customers.
• Assisted customers by walking through online ordering processes.
• Positively engaged with customers to understand needs and responded appropriately to questions.
• Assisted call-in customers with questions and orders.
• Maintained customer accounts and relationships.
• Resolved concerns with products or services to help with retention and drive sales.
• Described product highlights and benefits to help guide purchasing decisions.
• Contacted vendors to determine shipping dates and availability for specific items to notify customers.
• Back up cashier
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded proactively and positively to rapid change.
• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
• Effective liaison between customers and vendors.
• Investigated and resolved customer inquiries and complaints quickly.
• Recorded actions taken, issues resolved and follow up information to effectively manage customer accounts.
• Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Managed timely and effective replacement of damaged or missing products.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.