Carmen Haynes
Birmingham,United States
Summary
Forward-thinking professional with deep understanding of resolving customer problems with efficiency and civility. Expert in financial product issues with dedication to increasing productivity through close analysis of monetary tasks. Proven history of increasing customer satisfaction.
Observant Call Center Representative experienced working in call center environments. Skilled at handling various calls while resolving client issues rapidly. Promoted consistently for providing clear customer service in ordinary and extraordinary circumstances.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Personable and dedicated Customer Service Representative with extensive experience in the banking industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Hardworking customer service agent, accustomed to fast-paced banking call center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed agent specializing in standards and best practices.
Overview
10
10
years of professional experience
Work History
Premier Credit Card Customer Service Rep
Wells Fargo & Company
Birmingham, AL
05.2021 - Current
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Answered questions and informed customers of current sales and promotions.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Informed customers about product lines and services offered by company.
- Assisted customer relationship management by addressing service requests and assisting front-end cashier and bagger clerk.
- Provided customer service and issue resolution to increase QA satisfaction levels.
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Educated clients on how to conduct transactions with convenient online solutions.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Exceeded team goals and collaborated with staff to implement customer service initiatives.
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
- Consulted with customers on modern styles and trends.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
- Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
- Evaluated benefits for each caller to determine service needs and address concerns.
- Led customer service staff in implementing strategies to propel Customer Satisfaction Index levels and achieve manufacturer service objectives.
- Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
- Managed accurate and adequate cash stock and inventory balances.
- Provided detailed monthly departmental reports and updates to senior management.
- Provided top quality control and eliminated downtime to maximize revenue.
- Worked with external representatives to address customer needs.
- Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
- Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
- Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
- Excelled in exceeding daily credit card application goals.
- Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
- Lead on- and off-site customer support teams across multiple time zones.
First Assistant Manager
Citi-Trends
Birmingham, AL
09.2018 - 05.2021
- Supported store manager by implementing directives, coaching employees and resolving front-line issues.
- Helped with daily cash management, resolved drawer inaccuracies and prepared daily deposits.
- Minimized shrinkage and product loss by effectively managing inventory controls.
- Kept store inspection ready with consistent oversight of daily team activities and workflows.
- Coordinated efficient sales floor changes to incorporate new merchandise, markdown products and run special sales.
- Delegated daily tasks to team members to optimize group productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Completed inventory audits to identify losses and project demand.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Monitored cash drawers in multiple checkout stations to verify adequate cash supply.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
New Car Sales Consultant
Serra Nissan
Birmingham, AL
05.2018 - 09.2018
- Answered customer emails and telephone requests for information.
- Greeted customers at arrival to build positive relationships and discuss vehicles.
- Showcased vehicle features and took customers on test drives in local area.
- Filled out paperwork to register vehicles and complete sales.
- Educated customers about sales processes, warranty requirements and service standards.
- Evaluated vehicles before final pickup to check for damage and completed delivery tasks.
- Adhered to standards of quality and service and industry regulations.
- Helped improve and drive business success by delivering sales, credit, warranty and other key metrics.
- Consistently exceeded quotas by pursuing and closing sales.
- Trained and developed sales team members to maximize revenue.
- Accomplished yearly quotes for gross sales of new and used vehicles.
- Supervised car sales team in challenging market.
- Maintained high referrals and consistent repeat business due to first-rate customer service standards.
- Finalized documentation for contracts, purchase receipts, vehicle registrations and dealer files.
- Tracked updates to vehicles, changing markets and customer purchasing trends.
- Networked with remote dealers to source vehicles for customers.
- Implemented strategic improvements to customer service policies and increased overall satisfaction ratings.
- Maximized used inventory quality by managing trade-ins and sourcing more desirable vehicles at auctions.
- Supervised successful car sales team in fast-paced environment with demanding quotas.
Assistant Store Manager
Family Dollar
Birmingham, AL
09.2014 - 04.2018
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Reviewed inventory and sales records to prepare reports for management and budget departments.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Assisted customers, answered questions and resolved problems for stellar customer service.
- Oversaw inventory receiving, stocking, pricing and returns by coordinating with vendors and directing employees.
- Coordinated merchandising by planning floor layouts and displays, guiding resets and directing sales signage placement.
- Created engaging merchandise presentations to motivate impulse purchases.
- Measured goal achievement by evaluating daily cash flow, reviewing sales reports and producing financial statements.
- Analyzed inventory trends to guide product ordering and develop sales promotions to minimize overstock.
Education
High School Diploma -
Lafayette High School
Lafayette, AL05.2002
Some College (No Degree) -
Southern Union State Community College
Wadley, ALSome College (No Degree) -
Jacksonville State University
Jacksonville, ALSkills
- Quality control
- Promotional support
- Data evaluation
- Senior leadership support
- Business development understanding
- Quality assurance controls
- Contract development
- Conflict mediation
- Stockroom procedures
- Direct sales
- Employee coaching
- Report generation
- Schedule mastery
- Materials transport
- Product organization
- Project management abilities
- Cross-functional collaboration
- High-energy attitude
- Inbound and Outbound Calling
- In-store support
- Technologically savvy
- Store maintenance
- System implementation
- Report creation
- Credit card payment processing
- Office equipment proficiency
- Customer relations
- Microsoft Office expertise
Timeline
Premier Credit Card Customer Service Rep
Wells Fargo & Company
05.2021 - Current
First Assistant Manager
Citi-Trends
09.2018 - 05.2021
New Car Sales Consultant
Serra Nissan
05.2018 - 09.2018
Assistant Store Manager
Family Dollar
09.2014 - 04.2018
High School Diploma -
Lafayette High School
Some College (No Degree) -
Southern Union State Community College
Some College (No Degree) -
Jacksonville State University
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