CHELSEY HERRING
Wawa
Chester,VA
1
Language
1
Certification
10
years of professional experience
Customer Service Professional experienced in resolving advanced issues and training teams to uphold quality standards. Delivered enhanced customer satisfaction through effective communication and problem-solving skills, while fostering collaboration within teams. Focused on driving team success and exceeding service goals in dynamic environments.
Work History
Customer Service Supervisor
9 Years 6 Months- Fielded escalated calls from customer service team members to resolve problems and restore customer loyalty.
- Evaluated customer needs using quick assessment methods and coordinated appropriate responses to resolve inquiries efficiently.
- Answered customer inquiries and communicated key purchase-related information, including details for previous and upcoming purchases.
- Established service metrics, analyzed trends and performance indicators, and communicated findings to improve customer service team operations.
- Delivered department onboarding training and coached employees on performance improvement strategies.
- Greeted customers, repeated orders back to customers accurately, provided samples, and completed transactions.
- Monitored daily service quality and performance metrics, continuously meeting and exceeding score targets.
- Processed product returns, handled shipping inquiries, and confirmed order status for customers.
- Assisted customer transactions by greeting customers, verifying order accuracy through repeated order confirmation, providing product samples, and completing required payments.
- Used proven sales and promotion techniques to increase sales performance for high-value products.
- Assessed customer inquiries, resolved reported issues, and provided accurate answers to product questions.
- Demonstrated in-depth knowledge and understanding of the product line, pricing structure, and gross profit objectives.
- Accurately prepared and processed forms to change customer service levels.
- Supervised customer service team performance and provided coaching to improve call handling and resolution quality.
- Monitored service workflows and adjusted staffing priorities to maintain consistent support coverage.
Residential House Cleaner
10 Months- Ensured cleanliness and sanitation of bedrooms, bathrooms and common areas including scrubbing, mopping, vacuuming, polishing, dusting, windows and using germicides.
- Cleansed and sanitized kitchen areas.
- Cleaned rugs, carpets, upholstery, and draperies.
- Delivered prompt, courteous, and efficient guest service to promote positive guest relations, maintaining upscale atmosphere in accordance with specifications and standards.
- Cleaned public areas, waiting rooms, and washrooms, consistently maintaining housekeeping equipment and identifying areas in need of immediate attention.
- Enhanced customer satisfaction ratings by consistently meeting quality and efficiency goals.
- Checked vacant rooms regularly to verify cleanliness and freshness by clearing away trash and other disposable material, consistently maintaining the highest levels of housekeeping standards.
- Completed all cleaning tasks before leaving the unit.
- Utilized safe lifting techniques to prevent injuries during cleaning tasks.
- Responded appropriately to customer's special cleaning requests.
- Evaluated cleaning requirements and chose tools and methods for each cleaning task, including deep cleaning, dusting, wood floor polishing, steam cleaning, vacuuming, mopping, carpet cleaning, window treatment cleaning, furniture cleaning, and upholstery cleaning.
- Selected the best tools and methods for all cleaning jobs, including deep cleaning, dusting, wood floor polishing, steam cleaning, vacuuming, mopping, carpet cleaning, window treatment, furniture cleaning, and upholstery cleaning.
- Maintained safety standards by wearing gloves and protective clothing.
- Improved inventory management by creating a checklist for stocking of cleaning carts.
- Received recognition for maintaining high standards of cleanliness and sanitation in facility.
- Substituted traditional cleaners with non-toxic sanitation aids to meet client preferences.
- Promoted positive guest relations through prompt, courteous, and efficient service while maintaining an upscale atmosphere meeting specifications and establishing standards.
- Contributed to the increase in quality and efficiency goals and customer satisfaction ratings.
- Recognized by employer for exhibiting impeccable standards in maintaining clean, sanitized, tidy, and pleasant facility.
- Earned the best scores on customer surveys by thoroughly cleaning premises.
- Cleared wastebaskets and trashcans from all areas to maintain cleanliness.
- Ensured security of units when entering, cleaning, and existing.
- Sanitized kitchens, bathrooms, and high-touch surfaces following safety and hygiene standards.
- Cleaned residential spaces using company checklists, maintaining consistent quality and client satisfaction.
Customer Service Representative
1 Year 10 Months- Acted as company ambassador, professionally delivering a high level of service and high-quality support to every customer.
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor.
- Trained and developed new team members on customer service initiatives, enhancing team capability and service delivery.
- Acted as company ambassador, professionally delivering a high level of service and high-quality support to every customer.
- Responded to concerns or complaints of members by taking prompt action, investigating and resolving a wide range of issues.
- Provided expert service by communicating information to customers and following up on promises.
- Exceeded requirements in providing products and services to customers at all times.
- Consistently met identified team and client performance metrics, goals, and deadlines.
- Built strong knowledge of the product line to assist customers in selecting products meeting highly personal needs.
- Built strong knowledge of product line to assist customers in selecting products meeting highly personal needs.
- Consistently exceeded customer service standards, ensuring satisfaction and loyalty through attentive product and service provision.
- Trained and developed new team members on customer service initiatives and operational procedures.
- Trained new associates on store programs and policies.
- Assisted associates with problem resolutions.
- Recognized and solicited new business leads.
- Responded to questions and followed up on customer interactions.
- Managed customer orders and payments accurately through POS systems.
- Resolved guest concerns promptly, preserving service quality and satisfaction.
- Coordinated with kitchen staff to ensure order accuracy and timely delivery.
- Trained new team members on service standards and front-counter procedures.
Education
High School Diploma
Skills
Customer service
Customer relationship management
Customer relations
Upselling techniques
Product and service knowledge
Product sales
Sales processing
Refund processing
Customer engagement strategies
Refunds processing
Payment processing
Service quality
Inbound call answering
Customer needs assessments
Problem resolution
Problem-solving
Time management
Customer needs analysis
Shipping and receiving
Appointment scheduling
Employee training
New hire training
Positive and constructive feedback
Team leadership
Team building and leadership
Team development
Positive and constructive feedback
Constructive feedback
Decision-making
Relationship building
New employee training
Sales assistance
Accomplishments
I saw that my younger sister was in an unhealthy household and empathized with her deeply. I decided that I should be the change and get her out of that environment and accommodate my schedule to providing for her and giving her a better home. In 2023 I utilized my resources to get information on a lawyer and how to navigate the court system for the first time. This process was challenging but I worked hard to make it happen. In September of that same year I was granted emergency custody of her. For the past three years I have been raising her and using decision making skills to make sure I'm providing the best that I can for her. I have used scheduling and time management skills to ensure that she has appointments set for her mental and physical health. I've used financial management skills to ensure that I have enough money to provide for her tuition for her to follow the career path she wishes. She is now enrolled at Randolph Macon college Studying psychology. Providing for her and giving her a life she has deserved from the beginning is by far my greatest accomplishment because not only am I able to provide a better life for her, having her here helps me challenge myself and grow my skills.
Certification
Graduated from ECPI with an associate degree of applied science in massage therapy
Languages
English
Timeline
Residential House Cleaner
Maids4u
08.2018 - 06.2019Read More
Customer Service Supervisor
Wawa
04.2017 - CurrentRead More
Customer Service Representative
McDonald's
06.2016 - 04.2018Read More
Loyd. C. Bird
High School Diploma
Read More