Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Chelsea Cox

Crawfordsville,IN

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.

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.

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, ad providing customized solutions to build loyalty.

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Retail professional with extensive knowledge of fashion industry and current trends. Enjoys helping customers find stylish and affordable clothing and accessories.

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.

Overview

11
years of professional experience
1
Certification

Work History

Teleperformance USA
Crawfordsville, IN

Customer Service Representative
08.2022 - Current

Job overview

  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Provided information regarding charge accounts and loyalty programs.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Answered over 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Communicated professionally with colleagues, freelancers and clients.
  • Promptly responded to inquiries and requests from prospective customers.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided back up for customer service managers.
  • Effective liaison between customers and internal departments.
  • Sought ways to improve processes and services provided.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Cross-trained and backed up other customer service managers.
  • Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Promoted available products and services to customers during service, account management and order calls.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Investigated and resolved accounting, service and delivery concerns.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Implemented and developed customer service training processes.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
  • Resolved onstar issues over phone with 100 customers daily.
  • Optimized customer support by establishing collaborative service environment
  • Followed up with customers about resolved issues and completed
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Effectively communicated with customers about account changes, new GM products or services and potential Onstar upgrades.
  • Welcomed, greeted and assisted guests
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Assessed caller accounts to determine OnStar benefits, identify service needs and resolve issues.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Provided ongoing guest service.
  • Operated POS system to itemize and complete average of 100 customer purchases
  • Created and maintained detailed database to develop promotional sales.
  • Resolved associate, tool and service delivery issues revealed by statistical reports
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Facilitated Onstar/GM orders and completed accurate to meet aggressive deadlines.

Long John Silver's
Crawfordsville, IN

General Manager
06.2021 - 08.2022

Job overview

  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
  • Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Assessed reports to evaluate performance, develop targeted improvements and implement changes.
  • Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Reduced corporate risk by managing shrink processes and controlling inventory levels.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Developed effective business plans to align strategic decisions with long-term objectives.
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
  • Designed modern employee recognition program which boosted productivity and improved morale.
  • Boosted productivity by consolidating material planning, data collecting, payroll and accounting programs into one main system.
  • Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries.
  • Launched new, robust business management software system, resulting in improved operational insight and planning.
  • Directed successful operational turnaround, eliminating over $Amount in debt within Timeframe.

Long John Silver's
Crawfordsville, IN

Assistant Manager
12.2020 - 06.2021

Job overview

  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
  • Monitored security and handled incidents calmly.
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
  • Planned team-building exercises to increase employee performance and job satisfaction.
  • Increased sales revenues by promoting complementary products and educating customers about store promotions.
  • Achieved recognition for contribution to store success by optimizing sales.
  • Increased sales by driving operational efficiencies and building excellent customer rapport.
  • Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency.
  • Reviewed sales and gross profit reports to determine options for increasing market growth.
  • Reduced financial discrepancies by monitoring credit card sales and deposits.
  • Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
  • Reduced corporate costs by developing and implementing improved merchandising, receiving and maintenance procedures.

Securitas Security Services USA
Crawfordsville, IN

Security Guard Officer
04.2019 - 12.2021

Job overview

  • Monitored employee activities, confirming compliance with security regulations.
  • Secured personal and company goods against robbery, vandalism and illegal entry.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Checked and verified photo identification prior to granting facility access.
  • Reported irregularities such as fire and safety hazards to maintenance.
  • Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
  • Permitted entry with escort for approved persons into secure locations.
  • Contacted law enforcement in case of unauthorized persons, documents and materials.
  • Regulated vehicle and pedestrian traffic upon entry onto building grounds through electronic gates.
  • Identified violators and escorted departing personnel to guard against theft of property.
  • Oversaw entry and exit of up to Number employees and visitors daily.
  • Participated in staff meetings, special events and professional development activities.
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
  • Inspected suspicious activities and monitored premises for criminal acts and rule infractions.
  • Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
  • Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
  • Reported suspicious activities and persons to law enforcement.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
  • Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities.
  • Warned offenders about rule infractions and violations and verbally evicted violators from premises.
  • Reviewed both security camera footage and live feeds to spot trespassers and criminal activity.
  • Identified and challenged potentially unauthorized individuals for screening and detention in order to prevent access to restricted areas.
  • Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors.
  • Secured Number doors in office and main building.
  • Administered CPR and first aid to resuscitate individuals while waiting for emergency medical responders to arrive.
  • Conducted Timeframe patrols of key areas to spot and control security concerns.
  • Protected business integrity by ensuring all personnel requiring access to high-security areas go through correct levels of approval.
  • Authorized entrance papers and granted or denied entrance to building.
  • Operated scanning equipment to view internal structures of luggage, purses and other bags to check for prohibited items.
  • Performed deep searches and pat-downs to look for unauthorized materials and items such as weapons.
  • Moved throughout facility and among customers to remain aware of developing security situations.
  • Monitored and authorized entrance and departure of Number employees and visitors daily.
  • Operated detecting devices to screen individuals and prevent passage of prohibited articles into restricted areas.
  • Inspected Type and Type areas within building to uncover suspicious behavior.
  • Monitored central alarm systems for fire, intrusion and duress alarms and responded to Number emergencies weekly.
  • Acted quickly during emergency situations within Number Timeframe to reduce opportunity for damage and injury.
  • Guided periodic property safety inspections and oversaw remedial action for potential hazards.
  • Collaborated with area law enforcement and federal investigators to support safe fugitive apprehensions and coordinate investigations.
  • Authenticated boarding passes, identification and passports to prevent fraudulent travel.
  • Detailed security-related incidents into reports for dissemination to Job title.
  • Performed cash drops while maintaining security and control of drop box.
  • Awarded position of visitation officer, working visitor reception desk as first contact point for persons entering facility.
  • Partnered with team of analysts to escalate and manage responses to all events impacting or threatening AWS personnel, property, and assets worldwide.
  • Expertly worked Type and Type equipment, scanning individuals quickly to keep lines continuously moving.
  • Supervised creation and validation of anti-terrorism plans on all ships.
  • Provided detailed reports of infractions and criminal acts to law enforcement for trial or hearing procedures.
  • Provided top-notch protection for traveling public by conducting tests for explosives residue.

Long John Silver's
Crawfordsville, IN

Shift Manager
08.2016 - 09.2018

Job overview

  • Trained and mentored new employees to maximize team performance.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Excelled in every store position and regularly backed up front-line staff.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
  • Tracked receipts, employee hours and inventory movements.
  • Checked building to confirm maintenance and cleaning met code and regulations.
  • Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Trained back-up associates and led crew members in managing operations of storefront.
  • Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
  • Recruited and interviewed candidates for management to evaluate readiness and fit for position.
  • Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
  • Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.

Long John Silver's
Crawfordsville, IN

Cook
07.2014 - 08.2016

Job overview

  • Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction and repeat business.
  • Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
  • Changed and sanitized cutting boards, benches and surfaces between tasks to avoid cross-contamination.
  • Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
  • Maintained well-stocked stations with supplies and spices for maximum productivity.
  • Created identical dishes numerous times daily with consistent care, attention to detail and quality.
  • Communicated closely with co workers to fully understand special orders for customers.
  • Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
  • Inspected appliances, commercial fryers, and ovens to verify proper working order.
  • Ordered and received products and supplies to stock kitchen areas.
  • Produced high volume covers per day and maintained near-perfect customer satisfaction scores.
  • Mentored staff in expectations and parameters of kitchen goals and daily work.
  • Maintained central standardized recipe and ingredient repository with nutritional and cost information.
  • Planned promotional menu additions based on seasonal pricing and product availability.
  • Reduced restaurant's annual food and labor costs through proper budgeting, scheduling and management of inventory.

Long John Silver's
Crawfordsville, IN

Cashier
07.2014 - 08.2016

Job overview

  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases
  • Restocked and organized
  • Answered questions about store policies and addressed customer concerns.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Collected and authorized payments of guests.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • 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.
  • Maintained cash drawer of $100 or more per shift.
  • Greeted over 150 customers per day.
  • Mentored new team members on POS system operation, customer service strategies and sales goals.
  • Completed inventory counts and ordered merchandise.
  • Reviewed weekly sales ads and monitored price changes.
  • Performed cash, card and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Used POS system to enter orders, process payments and issue receipts.
  • Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
  • Learned cook and manager positions and provided backup at key times.
  • Lifted up to 50 pounds at once
  • Set up new sales displays each 6 weeks which is End Of Period.
  • Conducted inventory counts by adding each item in stock and documenting

Education

Crawfordsville Sr High School
Crawfordsville, IN

High School Diploma from General Studies
05.2010

Skills

  • Calm and Professional Under Pressure
  • Upselling Products and Services
  • Understanding Customer Needs
  • Customer Retention Strategies
  • Call Documentation
  • Interpretation and Translation Services
  • Order and Refund Processing
  • Courteous with Strong Service Mindset
  • Needs Assessment
  • Upbeat and Positive Personality
  • Efficient and Detail-Oriented
  • Data Entry and Maintenance
  • Customer Data Confidentiality
  • Issue and Complaint Resolution
  • POS Systems and Ordering Platforms
  • Responding to Difficult Customers
  • Building Customer Trust and Loyalty
  • Merchandise Arrangements
  • Microsoft Internet Explorer
  • Document Conversion
  • Customer Inquiry Response
  • Time Management
  • Reading Comprehension
  • Microsoft Dynamics GP
  • PCI (Payment Card Industry)
  • Answering Customer Questions
  • Information Inputting
  • SAP Crystal Reports
  • Adobe Systems Adobe Acrobat
  • Oracle E-Business Suite Financials
  • Handheld Computer Device Software
  • Cash Register Operations
  • IBM Notes
  • Inbound and Outbound Calling
  • IBM Power Systems Software
  • Call Transfers
  • Consulting Supervisors
  • Telephone Management
  • Correcting Discrepancies
  • Report Creation
  • Microsoft Exchange
  • Adobe Systems Adobe Photoshop
  • Adobe Systems Adobe Flash
  • Active Listening
  • Educational Opportunities
  • Microsoft Excel
  • Microsoft Access
  • Microsoft SharePoint
  • Inquiry Requests
  • Microsoft Windows
  • IBM Cognos Impromptu
  • Microsoft Outlook
  • Microsoft Office
  • Google Drive
  • Teller Transactions
  • Auto Dialers
  • Microsoft Dynamics
  • Customer Service and Assistance
  • Report Preparation
  • Credit Card Payment Processing
  • Call Volume and Quality Metrics
  • Electronic Information Systems
  • Human Resource Management Software (HRMS)
  • Social Media Sites
  • Mobility Devices
  • Punch Lists
  • Policy and Procedure Adherence
  • Document and Records Management
  • Monitoring
  • Speaking
  • Negotiation
  • Persuasion
  • Service-Orientation
  • Facebook
  • Customer Account Management

Certification

  • ServSafe (Manager/Food Preparation Long John Silver's)

Timeline

Customer Service Representative

Teleperformance USA
08.2022 - Current

General Manager

Long John Silver's
06.2021 - 08.2022

Assistant Manager

Long John Silver's
12.2020 - 06.2021

Security Guard Officer

Securitas Security Services USA
04.2019 - 12.2021

Shift Manager

Long John Silver's
08.2016 - 09.2018

Cook

Long John Silver's
07.2014 - 08.2016

Cashier

Long John Silver's
07.2014 - 08.2016

Crawfordsville Sr High School

High School Diploma from General Studies

Similar Profiles

CREATE PROFILE
Chelsea Cox