CHERIS BURROUGHS
Pembroke Pines,FL
Summary
Proven leader with extensive experience in operations management and customer service excellence, notably at Floor and Decor and Home Depot. Expert in supervising teams, enhancing efficiency, and fostering professional growth. Skilled in logistics and cross-functional coordination, with a track record of resolving complex challenges and driving significant improvements in customer satisfaction.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Modivcare
11.2024 - Current
- Greet and assist with booking rides to medical appointments and getting members back home.
- Update account telephone numbers and addresses.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call queues, ensuring timely responses to customer needs.
- Implemented feedback mechanisms to improve client satisfaction scores.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Manager of Operations
Floor and Decor
10.2022 - 10.2024
- Established work schedules, ensuring job tasks were effectively assigned and completed properly.
- Maintained professional working relationships and promoted open lines of communication with staff.
- Developed talented team, participating in hiring, coaching, and performance management processes.
- Managed the daily operations of multiple departments to maximize efficiency.
- Provided leadership in developing team members through coaching, mentoring and training initiatives.
- Tracked company inventories and ordered new products to replenish equipment levels.
- Resolved conflicts among team members by providing guidance and support when needed.
- Reviewed customer and staff feedback to improve operational strategies and eliminate obstacles.
Customer Service Phone Representative
Home Depot
04.2021 - 02.2023
- Assist with inbound calls from customers inquiring about their orders
- Process returns and refunds
- Provide outstanding customer service
- Provided assistance to clients
- Maintained up-to-date knowledge of customer accounts
- Explained products and benefits
- Confirmed payments, refunds, etc
- Resolved payment and order disputes
- Provided excellent technical support
SUPERVISOR CSA
Floor and Decor
08.2013 - 10.2022
- Supervise and train cashiers
- Assist with daily store opening and closing procedure
- Balancing cash drawer
- Ensure fast and efficient customer service
- Greet and answer customer questions
- Collecting payments
- Accept customer returns
- Communication skills
- Up sale customers on missing products
Recruiter
Elite Show Services
07.2012 - 07.2017
- Perform in person interviews
- Complete paperwork for hired employees
- Answer 3-line switch board
- Schedule candidates for interviews
- Writing skills
Billing Specialist
Dr. James Morris MD
02.2002 - 05.2012
- Sending invoices and account updates to clients
- Receiving, sorting, and tracking incoming payments
- Addressing and resolving client questions and issues relating to invoices
- Providing regular, accurate reports of billing data
- Experience using Outlook, Microsoft Office, Kareo
Education
Home Health Aide -
Institute of Hollywood
06-2016
High school - General Studies
Piper High school
Fl06-2000
Skills
- Key Holder
- Logistics
- Supervising Experience
- Nursing
- Home Care
- Hospice Care
- Interviewing
- Medication Administration
- Writing Skills
- Critical Care Experience
- Upselling
- Hospital Experience
- Triage
- Vital Signs
- Laboratory Experience
- Medical Records
- Medical Imaging
- Patient Care
- Phlebotomy
- QuickBooks
- Management
- Cross-functional coordination
- Customer service
- Active listening
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft PowerPoint
- Prioritization
- Staff training
- Building rapport
- Quality control
- Clerical support
- Filing
- Dispute resolution
- Product sales
- Order fulfillment
- Store maintenance
- Account updating
- Research
- Spreadsheets
- Reading comprehension
- Service upselling
- Retail store support
- Proofreading
- Staff education and training
- Shipping and logistics
- Sales closing
- POS systems expert
- CRM software
- Key holder experience
- Delivery scheduling
- Warehousing functions
- Receiving support
- Credit adjustments
Certification
Home Health Aide, 05/16, 06/16
Timeline
Customer Service Representative
Modivcare
11.2024 - Current
Manager of Operations
Floor and Decor
10.2022 - 10.2024
Customer Service Phone Representative
Home Depot
04.2021 - 02.2023
SUPERVISOR CSA
Floor and Decor
08.2013 - 10.2022
Recruiter
Elite Show Services
07.2012 - 07.2017
Billing Specialist
Dr. James Morris MD
02.2002 - 05.2012
High school - General Studies
Piper High school
Home Health Aide -
Institute of Hollywood