Baylee Grubb
Fort Wainwright,AK
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Aurora Animal Hospital
05.2024 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained confidentiality of sensitive client information while handling financial transactions accurately.
Customer Service Representative
Chena Veterinary Clinic
04.2023 - 05.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait.
- Updated account information to maintain customer records.
- Collected multiple types of payments, processed transactions and updated relevant records.
Fulfillment Team Lead
Lowes Home Improvment
07.2022 - 04.2023
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Weekly reporting documents.
Head Cashier
Lowes Home Improvment
12.2021 - 07.2022
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Performed store opening, closing and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Educated employees on register use, merchandising and customer service.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Resolved escalated customer disputes with special actions such as discounts.
- Built effective training and coaching strategies to optimize team performance.
- Set and updated employee schedules based on expected customer needs to meet coverage demands while controlling labor costs.
Guest Service Advocate
Target
10.2019 - 12.2021
- Analyzed customers' issues and complaints and initiated corrective actions.
- Greeted each customer and solved all issues and complaints via face-to-face, through email or on phone.
- Performed follow-up services for dissatisfied customers.
- Developed employee training programs to achieve optimal level of performance during customer interactions.
- Processed cash, credit and touchless transactions to fulfill customer orders.
- Balanced safe, prepared tills and prepared register bags for next sales date.
- Prepared bank deposits and corporate cash shipments.
Education
High School Diploma -
Elizabethton High School
Elizabethton, TN05.2020
No Degree - Management
East Tennessee State University
Johnson City, TNSkills
- Guest Satisfaction
- Shipment Processing
- Leadership
- Computer skills
- Telephone Skills
- Time Management
- Microsoft Outlook
References
Danessa McPherson: Store Manager at Lowe's in Saint Robert, Missouri. (573)528-9008
Chelsea Finster: Clinic Coordinator at Chena Veterinary Clinic in Fairbanks, Alaska. (620)615-2824
Anthony Latta: Front End Supervisor at Target in Johnson City, Tennessee. (423)895-4075
Timeline
Customer Service Representative
Aurora Animal Hospital
05.2024 - Current
Customer Service Representative
Chena Veterinary Clinic
04.2023 - 05.2024
Fulfillment Team Lead
Lowes Home Improvment
07.2022 - 04.2023
Head Cashier
Lowes Home Improvment
12.2021 - 07.2022
Guest Service Advocate
Target
10.2019 - 12.2021
High School Diploma -
Elizabethton High School
No Degree - Management
East Tennessee State University
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