Cheryl Western
Temecula,CA
Summary
Organized and proactive Customer Service & Sales Specialist thrives on meeting challenging goals and exceeding customer expectations. Highly motivated, independent worker with excellent problem-solving and analytical skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Service position. Ready to help team achieve company goals.
Overview
8
8
years of professional experience
Work History
Instacart Shopper
Instacart
10.2019 - Current
- Worked productively with customers to meet order requirements and service expectations.
- Memorized store layouts to fulfill orders using shortest, most efficient route.
- Noted customer special requests, preferences and favorite products in order to enhance service.
- Loaded and unloaded orders at customer's homes or locations.
- Tendered customer orders at point-of-sale using payment information provided and activated any customer rewards accounts for best price availability.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Tracked substitutions and informed customers of changes.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Call Center Customer Service Representative
Dial America
03.2017 - 09.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Described product highlights and benefits to help guide purchasing decisions.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Call Center Agent
National Readers Guild
02.2015 - 02.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Recommended products to customers, thoroughly explaining details.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Described product highlights and benefits to help guide purchasing decisions.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
Education
GED -
Oak Lawn Community H.S.
Oak Lawn, IL1985
Skills
- Call Center Operations
- Good Listening Skills
- Customer Support
- Directing Calls
- Scripted Calls
- Policy and Procedure Adherence
- Documenting Calls
- Customer Satisfaction
- Email Management
- Sales Strategies
- Product and Service Knowledge
- Sales and Upselling
- Call Volume and Quality Metrics
- Understanding Customer Needs
- Auto Dialers
- Calm and Professional Under Pressure
- Time Management Skills
- Customer Service Excellence
- Active Listening
- Conflict Resolution
- Troubleshooting
- Negotiating
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
He who angers you conquers you.
Elizabeth Kenny
Timeline
Instacart Shopper
Instacart
10.2019 - Current
Call Center Customer Service Representative
Dial America
03.2017 - 09.2019
Call Center Agent
National Readers Guild
02.2015 - 02.2017
GED -
Oak Lawn Community H.S.
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