Cheryl Carter
LeRoy
Summary
Experienced professional in customer service and team leadership. Skilled in conflict resolution and attention to detail with strong communication capabilities. Committed to training new team members and driving performance metrics to support business growth and customer satisfaction.
Overview
2026
2026
years of professional experience
Work History
Digital Customer Care Agent
Rentokil Terminix
04.2021 - Current
- Inbound customer call center representative for two years, and digital inbound and outbound customer service representative for 2.5 years.
- Provide service support to customers via phone, email, and chat.
- Address billing inquiries and discrepancies with accuracy and professionalism.
- Facilitate training sessions for new team members on customer care protocols.
- Track daily and monthly performance metrics, such as call volume and average wait times.
- Support sales team members to drive growth and development.
- Collect deposits or payments, and arrange for billing.
- Adjust bills and refund money to resolve customers' service or billing complaints.
- Resolving customer complaints using LEV and de-escalation techniques.
Order Fulfillment Associate
EclipseGrafx
McDonough
2018 - 2023
- Pulled and packed products from shelves based on customer orders.
- Verified order accuracy prior to shipment.
- Maintained accurate records of orders, shipments, and inventory.
- Monitored stock levels and communicated needs for replenishment to management.
- Assembling the products and inventory.
Pet Trainer
PetSmart
McDonough
10.2015 - 02.2018
- Executed group training sessions focusing on socialization and obedience skills for various breeds.
- Implemented behavior assessment techniques to evaluate pets' training needs and tailor approaches accordingly.
- Collaborated with team members to organize community events promoting responsible pet ownership and training.
- Trained new staff members on training methodologies and safety protocols to ensure consistency in practices.
- Managed monthly training class schedules.
- Spoke with potential customers in person and over the phone for sales and class enrollment.
- Meeting and surpassing weekly and monthly sales goals. My store went from being last in the district to consistently being first and second in training sales after I became the trainer.
Front End Supervisor
Toys "R" us & Babies "R" us
Spartanburg
06.2011 - 01.2013
- Facilitated staff training sessions to enhance customer service skills and product knowledge.
- Resolved escalated customer complaints by implementing effective conflict resolution techniques.
- Scheduled employee shifts to ensure adequate coverage during peak business hours.
- Assisted in visual merchandising to create attractive product displays and enhance customer engagement.
- Maintained cleanliness and organization of the sales floor to enhance shopping experience.
- Trained new employees in customer service techniques and store policies.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Monitored cash drawers in checkouts to verify adequate cash supply.
- Performed daily audits on registers and safe counts to verify accuracy of funds on hand.
Park Supervisor
Hollywild Animal Park
Wellford
12.2006 - 10.2011
- Kept equipment in good working order and facilities clean, neat and organized.
- Coordinated with other departments to ensure efficient operations.
- Conducted daily inspections of park facilities, equipment and grounds to ensure compliance with safety standards.
- Monitored, maintained and enforced all rules and regulations in the park.
- Planned and coordinated projects related to improvements on the park grounds.
- Participated in community outreach efforts aimed at increasing awareness about activities available at the park.
- Delegated work to staff, setting priorities and goals.
- Balanced registers at the end of each day's business activity.
- Prepared bank deposits with accompanying paperwork.
- Assisted in recruiting, interviewing, hiring and training new staff members.
Education
Phlebotomy Technician Certification - Allied Health Sciences
Spartanburg Community College
Spartanburg, SC05-2015
High School Diploma -
Chapman High School
Inman, SC05-2007
Skills
- Conflict resolution
- Attention to detail
- 48 wpm typing speed
- Excellent written and verbal communication skills
- Team leadership & development
- Data entry
- Proficient in AS400 systems, as well as Microsoft 365 and Google Workspace
- Adaptability
References
References available upon request.
Timeline
Digital Customer Care Agent
Rentokil Terminix
04.2021 - Current
Pet Trainer
PetSmart
10.2015 - 02.2018
Front End Supervisor
Toys "R" us & Babies "R" us
06.2011 - 01.2013
Park Supervisor
Hollywild Animal Park
12.2006 - 10.2011
Order Fulfillment Associate
EclipseGrafx
2018 - 2023
Phlebotomy Technician Certification - Allied Health Sciences
Spartanburg Community College
High School Diploma -
Chapman High School