CHELEISE PEREZ
Customer Service
ABBEVILLE,LA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Friendly Call Agent handles fast-paced call center settings. Customer-focused Inbound Call Center Representative with verbal communication and active listening skills. Achieves set goals by aggressively cross-selling and referring customers to services and sales campaigns. Experienced in processing complex transactions and performing extensive research to resolve customer inquiries.
Overview
14
14
years of professional experience
Work History
CALL CENTER AGENT
XPANXION LLC
05.2022 - 09.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
- Delivered exceptional customer service to every customer by leveraging extensive knowledge and creating welcoming, positive experiences.
- Resolved over 20-30 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management
- Assisted customers by answering questions and responding to inquiries
- Received multiple positive reviews acknowledging dedication to excellent customer service
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Addressed customer account discrepancies and concerns
- Maintained user account data by initiating account access and establishing in database
- Responded to customer requests for products, services and company information
- Maintained and managed customer files and databases
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge
CASHIER/SHIFT LEADER
NUNU'S COUNTRY MARKET
Youngsville , LA
05.2012 - 03.2022
- Restocked and organized merchandise in front lanes
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels
- Helped customers complete purchases, locate items and join reward programs
- Worked flexible schedule and extra shifts to meet business needs
- Answered questions about store policies and addressed customer concerns
- Collected and authorized payments of guests
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Checked identification for proof-of-age for alcohol and tobacco sales
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Tallied cash drawer at beginning and end of each work shift
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance
- Welcomed customers and helped determine their needs
ASSISTANT MANAGER
FAMILY DOLLAR
08.2014 - 05.2015
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Monitored security and handled incidents calmly
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Mentored team members to enhance professional development and accountability in workplace
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Directed promotion and brand loyalty efforts to build direct relationships with customers
- Monitored security to protect employees, customers and property
- Developed strategy to increase sales and drive profits
- Developed organizational structure to outline and direct rules, roles and responsibilities
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs
- Made hiring recommendations to increase company's productivity and profitability with quality workers
- Assisted in organizing and overseeing assignments to drive operational excellence
- Recognized staff for contributions to company success to foster engagement and increase productivity
- Established objectives to offer team members clear roadmap to help company achieve overall goals
- Increased employee performance and job satisfaction to strengthen retention and engagement
- Introduced new products or services, increased marketing activities and improved customer service to drive sales
- Strengthened operational efficiency to remain cost-effective while maintaining quality service
- Reduced supply expenses, cut production costs and lowered financial expenditures to increase bottom line
ASSISTANT MANAGER/STORE MANAGER
DOLLAR GEN CORP
02.2009 - 04.2012
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures
- Rotated merchandise and displays to feature new products and promotions
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Provided weekly work schedules to employees to accommodate business demands and vacation requests
- Processed payments for credit and debit cards and returned proper change for cash transactions
- Reconciled daily sales transactions to balance and log day-to-day revenue
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume
- Reviewed sales and gross profit reports to determine options for increasing market growth
- Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Created employee schedules to align coverage with forecasted demands
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Mentored team members to enhance professional development and accountability in workplace
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Directed promotion and brand loyalty efforts to build direct relationships with customers
- Recognized staff for contributions to company success to foster engagement and increase productivity
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals
Education
High School Diploma -
Erath Highschool
05.2002
Skills
- Excellent Communication
- MS Office
- Active Listening
- Attention to Detail
- Multitasking Abilities
- Client Rapport-Building
- Call Documentation
- Customer Support
- Staff Management
- Managing Cash Register
- Store Merchandising
- Staff Supervision
- Inventory Management
Timeline
CALL CENTER AGENT
XPANXION LLC
05.2022 - 09.2022
ASSISTANT MANAGER
FAMILY DOLLAR
08.2014 - 05.2015
CASHIER/SHIFT LEADER
NUNU'S COUNTRY MARKET
05.2012 - 03.2022
ASSISTANT MANAGER/STORE MANAGER
DOLLAR GEN CORP
02.2009 - 04.2012
High School Diploma -
Erath Highschool
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