Cecilia Klesko
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
15
15
years of professional experience
Work History
Customer Service Associate
Kohls Department Store
11.2008 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Responded to customer calls and emails to answer questions about products and services.
- Provided training and support to new associates to help provide high-quality customer service.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Increased revenue by cross-selling and upselling products and services.
- Developed and actualized customer service initiatives to decrease wait times.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
Education
High School Diploma -
Lakeshore HighSchool
St. Clair Shores Michigan06.1976
Skills
- Retail Marketing
- Preparation of Demonstrations
- Customer Complaint Resolution
- Problem Resolution
- Safe Work Practices
- Understanding Customer Needs
- Process Transactions
- Refunds and Exchanges
- Guest Satisfaction
- Merchandise Orders and Exchanges
- Refund Processing
- Sales and Upselling
- Customer Service
- Multi-Line Phone Systems
Timeline
Customer Service Associate
Kohls Department Store
11.2008 - Current
High School Diploma -
Lakeshore HighSchool
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