CARRIE FERGUSON
Fort Worth,Texas
Summary
Dedicated Customer Service professional skilled in service delivery, multitasking, CRM, leadership, time management, inventory management, and financial optimization. Exceptional communicator with a 100% metric in written and verbal skills. Proficient in Microsoft Office, Google Workspace, and CRM platforms. Achieves 92% brand-loyalty focused customer service. Collaborative team player, adept at building rapport with clients and contributing to organizational success. Results-oriented, energetic, and adaptable with a strong focus on process optimization and customer satisfaction. Highly organized and dependable, eager to take on additional responsibilities to support team goals.
Overview
20
20
years of professional experience
Work History
Customer Service Specialist
LiveOps
10.2021 - 10.2023
- Optimized customer service operations, ensuring exceptional overall support of 92% in order inquiries, product knowledge, and management.
- Adapted swiftly to evolving customer demands and integrated various platforms for efficient service delivery.
- Exceeded customer and client expectations, achieving impressive quality and conversion rates, especially during peak periods.
- Proficient in conflict resolution, delivering prompt and effective solutions to customer concerns.
- Maximized customer satisfaction by reducing on-hold wait times by 10% and enhancing customer experience.
- Skilled in cross-selling, upselling, and efficiently handling ordering functions to boost revenue.
- Addressed complaints and resolved issues swiftly, improving customer relations and satisfaction.
- Actively stayed informed about product updates through team meetings and training sessions.
- Utilized customer service software to streamline interactions and enhance service efficiency.
- Educated customers on billing, payment processing, and support policies, enhancing service understanding.
Planned Leave of Absence
LOA
01.2019 - 10.2021
- Leave of Absence-
- Took planned career sabbatical to address health concerns and prioritize recovery
- Employment pause during active job search and while awaiting new store development post-hire
Shift Manager
Rally House
01.2012 - 01.2019
- Led daily store operations and managed 15-member team, ensuring seamless functionality.
- Conducted interviews, led hiring processes, and coached new-hires on exceptional customer service and product knowledge.
- Implemented effective loss prevention strategies, optimizing inventory levels, and monitoring sales reports.
- Proficient in managing POS systems, generating reports, overseeing bank deposits, and enforcing security protocols.
- Maintained employee productivity and task adherence to meet business and customer requirements.
- Collaborated with leaders and executives to direct workflow and support operations.
- Conducted troubleshooting of equipment to reduce service calls and minimize downtime.
- Monitored key performance indicators to stay on track with daily and weekly goals.
Food & Beverage Manager
The City Of Fort Worth
01.2004 - 12.2011
- Led 10-member team, overseeing recruitment, scheduling, training, and evaluations.
- Cultivated vendor relationships for cost-effective, quality procurement; maintained effective supply levels by monitoring and reordering food and beverage goods.
- Achieved budget objectives, optimizing financial performance for Parks and Recreation, analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Generated precise inventory, compiled and analyzed financial reports for accuracy.
- Developed and orchestrated projects for diverse events and functions, ensuring seamless execution to drive sales.
- Verified staff compliance with food and drink safety regulations, implementing necessary training and certificates.
- Enforced disciplinary measures and managed work zones for smooth operations.
- Analyzed customer feedback and product demand metrics to enhance beverage sales and quality assurance.
- Ensured facility compliance with safety protocols, health codes, sanitation requirements, and licensing regulations.
- Implemented daily effective inventory control systems to minimize waste and spoilage.
Education
High School Diploma -
Joshua High School
Joshua, TX05.1997
Some College (No Degree) - Psychology
Tarrant County College District
Fort Worth, TXSkills
- Proficient in various software systems: Windows OS, Microsoft Office, Google Workspace, POS, CRM (Salesforce, Five9, Zendesk), Slack, SAP, VMware, Litmos, Zoom, MS Teams
- Excellent written and verbal communications in high-volume customer service call centers, problem resolution, team-building, senior leadership support, and collaborative environments
- Highly skilled in order and refund management, understanding customer needs, document management, complex product knowledge
- Experienced in administrative support, managing special projects, carrier relations, customer retention strategies, as well as handling financials
- Adherence to quality deliverables, policies and procedures, ensuring customer data confidentiality, expertise in process optimization, data evaluation, research and analysis, inputting claims, e-commerce strategy
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Experience Associate- Certificate of Achievement
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
Customer Service Specialist
LiveOps
10.2021 - 10.2023
Planned Leave of Absence
LOA
01.2019 - 10.2021
Shift Manager
Rally House
01.2012 - 01.2019
Food & Beverage Manager
The City Of Fort Worth
01.2004 - 12.2011
High School Diploma -
Joshua High School
Some College (No Degree) - Psychology
Tarrant County College District
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