Personable Customer Service Advisor offering experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Hi, I’m
Chelci Lucas
Customer Service Advisor
Kalona,IA
Summary
Work History
Integrated DNA TechnologiesRemote, IA
Customer Service Advisor
08.2021 - Current
Job overview
- Manage 55 incoming calls, emails and live chats per day from customers.
- Provide pricing and/or account information upon request to ensure customers are able to make informed decisions regarding their purchase
- Provide exceptional customer service and support to clients, and sales representatives, addressing inquiries, resolving issues, and ensuring overall satisfaction through multiple communication channels simultaneously (phone calls, emails, live chat), prioritizing tasks based on urgency and importance
- Utilize CRM software to accurately document customer interactions, update account information, and track issue resolution progress
- Proactively identify trends or patterns in common customer issues; provide feedback to management for process improvement and enhancement
- Collaborate with other departments such as billing, technical support, or shipping to resolve customer issues that require cross-functional coordination
- Maintain a high level of professionalism and confidentiality when handling sensitive customer information or complaints
Slumberland Furniture
Assistant Store Manager
01.2015 - 08.2021
Job overview
- Promoted within 3 years from retail sales associate to an assistant store manager
- Utilized effective communication techniques and excellent customer service skills to engage, build rapport, inform, persuade, and entertain customers
- Assisted in driving sales by being a subject-matter expert on the products and services offered, practiced selling strategies, and achieved sales objectives set by the leadership team
- Managed the sales and administrative functions of a corporate store including sales management, sales training, back room, shipping, inventory control, customer service, community relations, building maintenance, housekeeping, and product display in accordance with company standards as well as managing the stocking and pricing of the store's clearance center
- Developed and maintained strong relationships with customers, ensuring repeat business and fostering brand loyalty
- Utilized point-of-sale systems to process transactions accurately and efficiently while delivering exceptional customer service
- Assisted customers in selecting products based on their needs, offering detailed product knowledge and recommendations
- Resolved customer complaints or concerns promptly and effectively, ensuring high levels of satisfaction
- Managed inventory replenishment processes to ensure adequate stock levels while minimizing excess inventory costs
Systems Unlimited, Inc, Iowa
Community Support Supervisor
06.2011 - 12.2014
Job overview
- Assisted individuals with a variety of needs including medical, behavioral, and mental health supports to allow people served to live more independently and happily in their homes and community by working with them to achieve their personal goals; healthy eating, exercising, transportation, cleaning, bathing, preparing meals, medical appointments, vocational skills etc
- Provided encouragement and coaching to people who are working to develop daily living skills & healthy habits
- Maintained client records by reviewing staff case notes, logging events and progress
- Accomplished staff results by communicating job expectations, planning, monitoring, and appraising job results
- Developed, coordinated, and enforced policies, procedures, and standards with staff and caseworkers
Northbrook Manor Care Center/Parkview Home
CNA - Certified Nursing Assistant
04.2007 - 06.2011
Job overview
- Served and protected the care center by adhering to professional standards, facility policies and procedures, federal, state, and local requirements
- Supported patients emotional well-being by actively listening to their concerns and offering comfort when needed
- Demonstrated excellent communication skills when interacting with patients and their families regarding their condition or needs providing emotional support during difficult times.
Education
Kirkwood Community CollegeCedar Rapids, IA
Associate's Degree
University Overview
Skills
Salesforce
Personal Information
Personal Information
Work Permit: Authorized to work in the US for any employerTimeline
Customer Service Advisor
Integrated DNA Technologies
08.2021 - Current
Assistant Store Manager
Slumberland Furniture
01.2015 - 08.2021
Community Support Supervisor
Systems Unlimited, Inc
06.2011 - 12.2014
CNA - Certified Nursing Assistant
Northbrook Manor Care Center/Parkview Home
04.2007 - 06.2011
Kirkwood Community College
Associate's Degree
05.2013
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