Caroline Karluah
Amazon
Carrollton,TX
5
years of professional experience
Dynamic customer service professional with a proven track record at Mattress Firm, excelling in customer engagement and conflict resolution. Demonstrated reliability and cash handling accuracy, fostering loyalty and repeat business. Skilled in adapting to high-pressure environments, ensuring timely and effective solutions that enhance customer satisfaction.
Work History
Retail Associate
1 Year 3 Months- Assisted customers with product location, order pickup, and issue resolution using Amazon service standards.
- Processed returns, exchanges, and transactions accurately through point-of-sale and handheld systems.
- Restocked merchandise and maintained organized sales floor displays to support efficient shopping experience.
- Picked, packed, and prepared customer orders while following inventory and packaging procedures.
- Followed safety and loss-prevention procedures while supporting daily store operations.
- Used scanner systems to verify inventory, track items, and reduce stock discrepancies.
Customer Service Representative
1 Year 5 Months- Resolved customer inquiries regarding orders, deliveries, and product availability with accurate, timely communication.
- Processed returns, exchanges, and payment adjustments while maintaining compliance with company policies.
- Coordinated with store associates and delivery teams to confirm schedules and resolve service issues.
- Documented customer interactions in CRM systems to support follow-up and issue resolution.
- Escalated complex complaints to appropriate departments while preserving positive customer relationships.
- Assisted customers with warranty claims, financing questions, and product recommendations.
Customer Service Representative
2 Years 11 Months- Reviewed order details for accuracy, preventing delays and minimizing fulfillment errors.
- Supported service operations by adapting quickly to changing priorities and high call volumes.
- 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.
Education
High School Diploma
Skills
Reliability
Customer engagement
Positive and engaging demeanor
Cash handling accuracy
Reliability and punctuality
Timeline
Retail Associate
Amazon
08.2025 - CurrentRead More
Customer Service Representative
Mattress Firm
02.2024 - 07.2025Read More
Customer Service Representative
NTTA
06.2021 - 05.2024Read More
Bristol High
High School Diploma
Read More