Britney Stanley
Chesapeake,VA
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 and providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
TMX Intermodal
01.2024 - Current
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Tracked customer service cases and updated service software with customer information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Cross-trained, provided backup support for organizational leadership and backed up other customer service leaders.
- Updated account information to maintain customer records.
- Developed and maintained courteous and effective working relationships.
- Paid attention to detail while completing assignments.
- Excellent communication skills, both verbal and written.
- Worked effectively in fast-paced environments.
- Gained extensive knowledge in data entry, analysis, and reporting.
- Works well in team settings, providing support and guidance.
Assistant Manager
Plato's Closet
10.2020 - 01.2023
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Stocked merchandise, clearly labeling items, and arranging according to size and color.
- Checked pricing, scanned items, applied discounts, and printed receipts to complete a customer purchase.
- Assisted with evaluating and purchasing merchandise from our customers based on our store needs/wants.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed detailed plans based on broad guidance and direction.
- Scheduled/created staff shifts to ensure proper coverage during peak shopping hours.
- Developed strong working relationships with staff, fostering a positive work environment.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Monitored sales trends to adjust pricing strategies accordingly for optimal profitability.
- 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.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Assisted with safe counts and bank runs.
- Made necessary storage runs to ensure we had a floor full of product for our customers.
- Ran monthly end reports obtaining a concise overview of the previous month's status to have up-to-date reporting of the cash management, profit, and loss statements while evaluating future plans and decisions moving forward.
- Proven ability to learn quickly and adapt to new situations
Customer Service
Walgreens
10.2021 - 05.2022
- Identified issues, analyzed information and provided solutions to problems.
- Developed strong communication and organizational skills through working on group projects.
- Delivered services to customer locations within specific timeframes.
- Gained extensive knowledge in data entry, analysis and reporting.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Developed and maintained courteous and effective working relationships.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Managed time efficiently in order to complete all tasks within deadlines.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Gained strong leadership skills by managing projects from start to finish.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Paid attention to detail while completing assignments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Self-motivated, with a strong sense of personal responsibility.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Delivered prompt service to prioritize customer needs.
- 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.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
High School Diploma -
Deep Creek High School
Chesapeake, VA06.2022
Skills
- Critical Thinking
- Delivery Scheduling
- Conflict Resolution
- Sales Transactions
- Account Updates
- Research
- Problem-solving abilities
- Understanding Customer Needs
- Scheduling
- Teamwork and Collaboration
- Data Entry
- Active Listening
- Multitasking
- Communication
- Computer skills
- Time management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
TMX Intermodal
01.2024 - Current
Customer Service
Walgreens
10.2021 - 05.2022
Assistant Manager
Plato's Closet
10.2020 - 01.2023
High School Diploma -
Deep Creek High School
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