Summary
Overview
Work History
Education
Skills
Timeline
Generic

Barbara Cutting

Chipley,FL

Summary

I am a Dedicated Customer Service professional who is passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. I'm a motivated, dependable worker who really enjoys working with the public, and resolving whatever issues they may have, and firmly believe excellent customer service is one of the best ways to retain established customers, and attract new ones, and I have over 30 years of customer service in fast paced retail environments, and the hospitality industry, excelling at customer service, satisfaction, and retention.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Teleperformance USA
11.2015 - Current
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Addressed customer account discrepancies and concerns.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Processed debit and credit card and electronic check payments.
  • Investigated and resolved accounting, service and delivery concerns.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
  • Exceeded first-call resolution targets by actively listening to customers concerns and addressing them thoroughly.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Approved and terminated customer contracts upon request.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Collaborated with shipping team to track shipments, verify orders and handle product returns.
  • Maintained up-to-date knowledge of product and service changes.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Managed timely and effective replacement of damaged or missing products.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Contributed positively to the team dynamic by offering assistance to colleagues when needed and celebrating their successes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.
  • 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.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Educated customers on company systems, form completion, and access to services.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Responded to customer calls and emails to answer questions about products and services.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Sought ways to improve processes and services provided.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Developed strong communication and organizational skills through working on group projects.
  • Skilled at working independently and collaboratively in a team environment.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Organized and detail-oriented with a strong work ethic.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Applied effective time management techniques to meet tight deadlines.

Cashier Team Lead

Tractor Supply Company
08.2014 - 08.2015
  • Delivered prompt service to prioritize customer needs.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Restocked and organized merchandise in front lanes.
  • Lifted up to 50 pounds at once and used forklift to move heavier loads.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Interpreted and enforced operating instructions, procedures and safety rules.
  • Monitored areas for security issues and safety hazards.
  • Mentored new team members on sales software system operation.
  • Scheduled breaks for team members, promoting a fair work environment while maximizing coverage during peak hours.
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Used POS system to enter orders, process payments and issue receipts.
  • Facilitated and logged store opening, closing, and shift changes.
  • Controlled merchandise zoning and monitored compliance with merchandising guidelines.
  • Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.
  • Streamlined cashier operations for improved productivity and reduced wait times.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
  • Maintained stock to meet expected customer demand.
  • Communicated with customers and team members to solve problems.
  • Operated POS cash register and equipment to collect payments.
  • Performed cash, card and check transactions to complete customer purchases.
  • Assisted customers by answering questions and fulfilling requests.
  • Led cashiers and associates in providing thoughtful customer service.
  • Helped management develop employee improvement plans and motivate team members to continually improve.
  • Processed both cash and card purchases and returns.
  • Assisted customers in locating products, providing knowledgeable recommendations based on their needs.
  • Taught employees fundamentals of register use, merchandise scanning and customer service.
  • Maintained and updated security protocols for front desk operations.
  • Developed strong relationships with repeat customers through friendly service interactions.
  • Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
  • Increased customer loyalty and retention.
  • Operated cash register to record transactions accurately and efficiently.
  • Addressed customer needs and made product recommendations to increase sales.
  • Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
  • Answered questions about store policies and addressed customer concerns.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Developed rapport with regular customers, offering personalized service that fostered brand loyalty.
  • Set up new sales displays each week with fresh merchandise.
  • Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
  • Built relationships with customers to encourage repeat business.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Stocked, tagged and displayed merchandise as required.
  • Processed refunds and exchanges in accordance with company policy.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Learned duties for various positions and provided backup at key times.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Prevented loss by vigilantly monitoring potential theft or fraud situations instore.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Lifted up 50 pounds at once and used forklift to move heavier loads.
  • Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
  • Upsold additional products and services to customers, increasing revenue.
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Worked well in a team setting, providing support and guidance.
  • Supported management in implementing operational improvements such as updated training manuals or revised schedules.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Passionate about learning and committed to continual improvement.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Developed and maintained courteous and effective working relationships.
  • Developed strong communication and organizational skills through working on group projects.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Proven ability to learn quickly and adapt to new situations.
  • Provided professional services and support in a dynamic work environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Assistant Manager

Sonics Drive In
03.2012 - 07.2014
  • Monitored security to protect employees, customers and property.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Launched quality assurance practices for each phase of development
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Created employee schedules to align coverage with forecasted demands.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Established team priorities, maintained schedules and monitored performance.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Defined clear targets and objectives and communicated to other team members.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Worked effectively in fast-paced environments.
  • Resolved problems, improved operations and provided exceptional service.
  • Organized and detail-oriented with a strong work ethic.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Learned and adapted quickly to new technology and software applications.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Identified issues, analyzed information and provided solutions to problems.
  • Strengthened communication skills through regular interactions with others.
  • Provided professional services and support in a dynamic work environment.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.

Assistant Manager

Dollar General
05.2009 - 03.2012
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Operated cash register to record transactions accurately and efficiently.
  • Conducted regular audits of register funds, minimizing potential losses due to theft or error.
  • Resolved escalated customer disputes with special actions such as discounts.
  • Ensured compliance with company policies regarding returns, exchanges, and check acceptance procedures.
  • Alleviated customer service needs with policy-appropriate solutions.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Monitored areas for security issues and safety hazards.
  • Managed staffing levels to provide optimal support for cash register operations.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Lifted up to 50 pounds at once and used forklift to move heavier loads.
  • Mentored new team members on POS system operation, customer service strategies, and sales goals.
  • Mentored junior cashiers with comprehensive training and ongoing guidance, boosting team performance.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
  • Used POS system to enter orders, process payments and issue receipts.
  • Developed strong relationships with repeat customers through friendly service interactions.
  • Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
  • Increased customer loyalty and retention.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Developed strong working relationships with staff, fostering a positive work environment.

Education

High School Diploma -

Robinson High School
Tampa, FL
05.2012

Skills

  • Shipping procedures understanding
  • Quality Assurance Controls
  • Policies and Procedures Adherence
  • Escalation management
  • Active Listening
  • Customer Account Management
  • Product Recommendations
  • Problem Resolution
  • Dispute Resolution
  • Coordination
  • Call Documentation
  • Call Management
  • Understanding Customer Needs
  • Money handling abilities
  • Customer satisfaction measurement
  • Calm Under Pressure
  • Follow-up skills
  • Teamwork and Collaboration
  • Problem-solving abilities
  • Customer Data Confidentiality
  • Call center experience
  • Proofreading
  • Complaint Handling
  • Service standard compliance
  • Call Metrics
  • Following scripts
  • Product and service knowledge
  • Customer Service
  • Reading Comprehension
  • Calm and Professional Under Pressure

Timeline

Customer Service Representative

Teleperformance USA
11.2015 - Current

Cashier Team Lead

Tractor Supply Company
08.2014 - 08.2015

Assistant Manager

Sonics Drive In
03.2012 - 07.2014

Assistant Manager

Dollar General
05.2009 - 03.2012

High School Diploma -

Robinson High School

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Barbara Cutting