Chanelle Flowers
Oakland,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Polished communication skills, organizational skills and talent for overcoming customer objections. Focused on surpassing expectations and driving team success.
Overview
12
12
years of professional experience
Work History
Product Specialist/ RCC, Voice and Chat Specialist
Apple
Emeryville, CA
07.2019 - Current
- Greet customers upon entrance
- Provide online and phone sale support to customers in the US, Canada, and Mexico
- Correspond with the Apple Team in store for all pickups and deliveries
- Provide product knowledge to customers on newly released products and services
- Introduce clients to our “Apple Business Team”, who supply them with tools to help their companies thrive
- Maintain visual merchandising and assisting peers on the floor as well as the stock room
Sales & Support Generalist
Victoria’s Secret
San Francisco, CA
05.2017 - Current
- Deliver exemplary service to customers and flex to various areas in the store which include selling, cashiering, processing and replenishing
- Provide the perfect bra fit and journey for each client
- Use sales skills to enhance the units per transaction
- Build customer’s loyalty by opening house accounts and reiterate benefits
- Merchandise products, execute floorsets, and update visuals for new products
- Prepared merchandise for sales floor by pricing or tagging
- Trained and developed new sales team associates in products, selling techniques and company procedures
Community Service Representative
Ingenio
San Francisco, CA
03.2019 - 12.2019
- Psychic Center, Keen.com, LiveAdvice, and Ether are psychic platforms for both users and psychics to exchange services, and Ingenio is the third party
- Responsible for interacting with the client base of Ingenio, Keen.com, PsychicCenter.com, Ether.com, and LiveAdvice.com
- Handled requests such as service inquiries, billing information, product clarification, refunds, and satisfaction of customers
- Handled up to 40 calls and 40 email correspondence per day
- Established solutions, and make decisions that no only meet customers' needs, but business’ needs
Escalation Supervisor
Instacart HQ
San Francisco, CA
08.2018 - 11.2018
- Provided thorough and complete resolutions to complex user concerns
- Resolved escalated support inquiries with empathy and troubleshoot challenging user problems with the platform
- Exceeded productivity and quality standards set forth by department
- Handled escalated and completed escalated tickets for both US and Canada customers and shoppers.
- Managed over 50 calls and emails per day by shoppers and clients
Account Coordinator
LendUp
San francisco, CA
04.2017 - 08.2018
- Email and phone correspondence with all current, former, and potential clients of LendUp
- Assisted with answering various questions regarding regulations, approval for product, how the product works, person’s account as well as password resets.
- Escalated issues to appropriate channels as necessary
- Reviewed income documents for approval or denial of loans
Service Specialist
Louis Vuitton Client Services
San Francisco, CA
07.2016 - 02.2017
- Coordinated purchases for customers on louisvuitton.com, and connected with clients via email and chat
- Utilized over 10 systems
- Partnered with over 110 stores in North America, including Canada and Mexico
- Operated on behalf of stores and facilitated in store events virtually
- Placed Pre-Orders for clients interested in limited edition or seasonal pieces
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Answered constant flow of customer calls with minimal wait times.
Sales Associate
JCPenney
Culver City, CA
11.2014 - 06.2016
- Greeted customers with enthusiasm, built customer's bags by adding on to their apparel needs
- Built clientele by engagement
- Managed upkeep and replenishing merchandise in each department
- Placed orders from JCPenney's online store for products unavailable in store
- Accountable for opening and closing registers in morning and evening
- Trained new hires on policies and procedures
Education
High School Diploma -
Westchester Enriched Sciences Magnets
Los Angeles, CA06.2014
Skills
- SalesForce CRM
- Zendesk
- Google (Docs, Sheets)
- Powerpoint
- Excel
- Cisco
- DREAM
- Outlook
- Ring Central
- Toolkit
- Slack
- RMS
- Skype
- Box
- Microsoft Office
Timeline
Product Specialist/ RCC, Voice and Chat Specialist
Apple
07.2019 - Current
Community Service Representative
Ingenio
03.2019 - 12.2019
Escalation Supervisor
Instacart HQ
08.2018 - 11.2018
Sales & Support Generalist
Victoria’s Secret
05.2017 - Current
Account Coordinator
LendUp
04.2017 - 08.2018
Service Specialist
Louis Vuitton Client Services
07.2016 - 02.2017
Sales Associate
JCPenney
11.2014 - 06.2016
High School Diploma -
Westchester Enriched Sciences Magnets