Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

CHERRI POLLARD

Fort Worth,TX

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues. Managed large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Qurate Retail Group
Fort Worth/ Remote, TX
04.2024 - Current
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

Personal Shopper

Instacart
Fort Worth, TX
05.2020 - Current
  • Communicate with customers about order status, delivery status or issues
  • Enter information about items purchased via mobile app
  • Deliver items to customers within a specific time frame
  • Shopping for customers at specified store locations
  • Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh
  • Satisfied customers with quick, accurate service under tight deadlines.

Call Center Agent

Access2care Non-Emergency Medical Transportation
Houston, TX
04.2023 - 07.2023
  • Managed high-volume of inbound and outbound customer calls
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency
  • Maintained strong call control and quickly worked through scripts to address problems
  • Reviewed files, records and other obtained documents to respond to customer requests.

Picker/Safety Champion

Walmart Distribution Center
Fort Worth, TX
02.2022 - 04.2023
  • Fulfilled orders quickly to accomplish challenging daily objectives
  • Selected products and items from shelves and pallets for customer orders
  • Picked products from designated locations using various tools and transferred to appropriate areas for further processing
  • Picked up heavy objects using proper lifting techniques to avoid personal injuries
  • Cleaned and organized aisles, work stations and floors to promote operational productivity
  • Used handheld scanners to key in data for packages.

Assistant Store Manager

Family Dollar
Katy, TX
07.2018 - 03.2019
  • Load/unload inventory truck
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day
  • Answered customer questions and addressed problems and complaints in person and via phone
  • Handled complaints from customers by empathetically listening, recording details and offering solutions
  • Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism
  • Supervised cashiers in processing credit, debit and cash payments to streamline sales.

Presentation Team Member

Target Corp
Houston, TX
05.2013 - 10.2018
  • Create fashionable displays to give guests ideas for product utilization
  • Partner with Logistic store manager to properly flow merchandise from truck to floor
  • Replenish sales floor in a timely and efficient manner
  • Cleaned and organized spaces to maintain neat promotional spaces
  • Increased sales by encouraging customers to purchase additional products and services
  • Put together eye-catching displays to attract potential customers and encourage questions.

Education

High School Diploma -

John McDonogh High School
New Orleans
06-1996

Skills

  • Multitasking and Prioritization
  • Efficient and Detail-Oriented
  • Call Documentation
  • Complaint resolution
  • Call Management
  • Account updating
  • Product Sales
  • Credit card payment processing
  • Customer Relations
  • Active Listening
  • Escalation management
  • De-Escalation Techniques

Certification

  • Excellent Customer Service (10+ years)
  • Merchandising (10+ years)
  • Assistant Manager Experience (1 year)
  • Inventory Control (10+ years)
  • Warehouse Experience (4+ years)

Timeline

Customer Service Representative

Qurate Retail Group
04.2024 - Current

Call Center Agent

Access2care Non-Emergency Medical Transportation
04.2023 - 07.2023

Picker/Safety Champion

Walmart Distribution Center
02.2022 - 04.2023

Personal Shopper

Instacart
05.2020 - Current

Assistant Store Manager

Family Dollar
07.2018 - 03.2019

Presentation Team Member

Target Corp
05.2013 - 10.2018

High School Diploma -

John McDonogh High School

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