Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Bonnie Smith

Aberdeen,MD

Summary

Proven problem-solver and customer service expert, I excelled at Amazon by enhancing return processes and boosting department efficiency. My adeptness in customer RMA management and exceptional teamwork skills led to significant improvements in customer satisfaction. Leveraging strong multitasking abilities and a professional demeanor, I consistently resolved issues, fostering positive customer relationships and repeat business.

Overview

14
14
years of professional experience

Work History

Customer Returns Processor/Learning Ambassador

Amazon
02.2022 - Current
  • Unloaded, inspected, and stored damaged and returned products.
  • Collaborated with team members to facilitate returns quickly and provide outstanding customer service.
  • Adhered to company safety guidelines to minimize warehouse accidents.
  • Distributed returned merchandise to appropriate store departments or palletized for liquidation.
  • Actively participated in team meetings, sharing best practices and discussing ways to improve overall department performance.
  • Resolved customer issues promptly, fostering positive relationships and repeat business.
  • Trained new employees on return processes, promoting a consistent and efficient workflow.
  • Collaborated with team members to optimize return procedures and enhance overall efficiency.
  • Provided excellent communication skills when interacting with customers regarding their returns inquiries or issues.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed timely and effective replacement of damaged or missing products.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.

Customer Service Representative

Beachmont Christian Ministries
06.2010 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Take customer orders and ensure delivery of the items in a prompt fashion

Education

High School Diploma -

John Carroll High
05-1993

Skills

  • Shipping and receiving
  • Customer RMA management
  • Problem-solving skills
  • Problem-solving abilities
  • Computer navigation using software within customer returns
  • Multitasking
  • Reliability
  • Customer service excellence
  • Teamwork skills
  • Phone Etiquette
  • Call center experience
  • Team building
  • Customer Relationship Management
  • Conflict Resolution
  • Information Gathering
  • Professionalism
  • Time management abilities
  • Professional telephone demeanor
  • Sales expertise
  • Customer service orientation

Timeline

Customer Returns Processor/Learning Ambassador

Amazon
02.2022 - Current

Customer Service Representative

Beachmont Christian Ministries
06.2010 - Current

High School Diploma -

John Carroll High

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Bonnie Smith