Carlene Duvereus
Miami,FL
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. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
7
7
years of professional experience
Work History
Head Cashier Supervisor
Lowes
01.2023 - 07.2023
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
- Modeled outstanding customer service and held cashier team accountable for consistently delivering expert support.
- Observed associate flow and identified areas for mentoring and retraining, as well as highlighted associates exceeding expectations.
- Backed up cashiers and customer service employees on questions such as rules on refunds and defective items.
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Apple Technical Support Representative
Apple
11.2020 - 01.2023
- Developed and implemented preventive maintenance procedures.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Generated reports to track performance and analyze trends.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
Support Lead
Five Below
02.2021 - 11.2022
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Created user accounts and assigned permissions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Manager
Macys Department Store
10.2016 - 05.2020
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Education
Associate of Arts - Business Administration
Miami Dade College
Miami, FL05.2018
Skills
- Cash Register Operation
- Employee Scheduling
- Store maintenance
- POS System proficiency
- Call Management
- Consultative Sales
- Data Collection
- Data Entry
- Scheduling
- Paperwork Processing
- Appointment Scheduling
- Documentation
- Customer Service
- Receiving support
- Workforce Management
- Strategic Planning
- Staff Development
Timeline
Head Cashier Supervisor
Lowes
01.2023 - 07.2023
Support Lead
Five Below
02.2021 - 11.2022
Apple Technical Support Representative
Apple
11.2020 - 01.2023
Manager
Macys Department Store
10.2016 - 05.2020
Associate of Arts - Business Administration
Miami Dade College
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