Carolynn McAdams
Lexington,SC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail industry. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
13
13
years of professional experience
Work History
Independent Contractor
Willis HR
04.2021 - Current
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Consulted with customers to assess needs and propose optimal solutions.
- Collaborated closely with clients to better understand entire project scope.
- Gathered information from clients and used active listening skills to create job descriptions.
- Edited documents for grammar and accuracy.
- Completed projects in a timely manner.
- Communicated with clients via telephone and email in a professional manner.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Managed filing system, entered data and completed other clerical tasks.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Customer Service Representative
Maximus Federal Services
09.2020 - 07.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns in a remote environment.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of policy and service changes.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
Department Manager
Walmart Stores, INC
06.2016 - 03.2020
- Formulated pricing policies by reviewing merchandising activities and determining additional needed sales promotions.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Analyzed and interpreted store trends to facilitate planning.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Communicated with managers of other departments to maintain transparency.
- Partnered with merchandising team to plan and execute floor moves, merchandise placement and overall sales set-up.
- Developed empowering employee culture focused on equipping employees to independently meet customer needs.
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Created and enforced department policies, procedures and standards to establish productivity and quality.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Customer Service Manager
Walmart Stores, INC
08.2013 - 06.2016
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Monitored customer service operations to assess associate performance and provide feedback.
- Resolved concerns with products or services to help with retention and drive sales.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Trained and cross-trained associates to ensure quality metrics were met in all areas of responsibility at all times.
- Coordinated resolutions for more than 50 daily customer inquiries while consistently achieving performance targets.
- Took ownership of customer issues and followed problems through to resolution.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
Cashier
Walmart Stores, INC
12.2010 - 08.2013
- Helped customers complete purchases, locate items and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Collected and authorized payments of guests.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Operated cash register to record transactions accurately and efficiently.
- Learned Customer Service Associate and Customer Service Manager positions and provided backup at key times.
Education
High School Diploma -
White Knoll High School
Lexington, SC06.2008
Skills
- Conflict resolution
- Creative problem solving
- Active listening skills
- Administrative support
- Retail store support
- Due diligence
- Relationship building and management
- Team leadership
- Policy and procedure adherence
- Staff development
- Staff management
- Scheduling
- Negotiation
- Sorting and labeling
- Customer and client relations
- Microsoft Office
- Correspondence writing
- Multi-line phone systems
- Administrative support
Timeline
Independent Contractor
Willis HR
04.2021 - Current
Customer Service Representative
Maximus Federal Services
09.2020 - 07.2021
Department Manager
Walmart Stores, INC
06.2016 - 03.2020
Customer Service Manager
Walmart Stores, INC
08.2013 - 06.2016
Cashier
Walmart Stores, INC
12.2010 - 08.2013
High School Diploma -
White Knoll High School
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