Chloe Turner
Houston,Texas
Summary
Highly motivated and detail-oriented professional with 3 years of experience in data entry, customer service, office management, and reception duties. Exceptional communication and interpersonal skills enable effective engagement with diverse individuals and groups across all levels of an organization. Proven ability to deliver outstanding customer experiences by actively listening, understanding needs, and providing timely and effective solutions. Recognized for surpassing customer satisfaction targets by 20% through attentive service and in-depth product knowledge. Thrives in high-pressure situations with a customer-centric approach.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Harris County Toll Road Authority
09.2024 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Dispatcher
TheParkingSpot
04.2023 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 14 fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Mentored new dispatchers in company protocols, ensuring preparedness.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
Store Experience Guide
YETI
01.2023 - Current
- Represent the YETI brand by authentically engaging with 150 customers a day and their individual needs
- Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
- Provided an elevated customer experience to generate a loyal clientele
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Explained the benefits of products and explained the replacement of faulty or damaged products outside of the return policy
- Served 150+ customers per shift
- Organized inventory of 175+ items, reducing stocking delays by 72% and decreasing unnecessary spending by 13%
- Decorated window displays and store shelves, increasing purchases of displayed items by 67%
Front End Associate
HEB
01.2023 - 04.2024
- Establish or identify prices of goods, services, or admission, and tabulate bills using calculators, cash registers, or optical price scanners
- Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors
- Recommended, selected, and helped locate and obtain out-of-stock products based on customer requests
- Answered product questions with up-to-date knowledge of sales and store promotions
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
- Offered customers carry-out service at the completion of transactions
- Monitored checkout stations to ensure that they had adequate cash available and that they were staffed appropriately
- Delivered a prompt checkout experience for 230+ daily customers while answering questions and concerns at checkout
Member Customer Service Representative
YMCA of Greater Houston
01.2021 - 01.2024
- Greeted and directed visitors, vendors, and employees in a friendly manner, contributing to a welcoming atmosphere
- Utilized the experience and developed communication skills, to explain confusing and complicated topics in a manner that allows for complete understanding
- Handled phone calls which will vary from problems and complaints to inquiries and questions for all aspects of the business and will originate from various sources including the members, managers, inquiring members, and outside vendors
- Developed and maintained relationships and negotiations with members, YMCA managers, and related departments, for the benefit of the members' resolution
- Opened customer accounts and recorded account information
- Handled incoming calls and appointments, resulting in a 78% reduction in customer wait times
- Recruited prospective members and assisted members with exercise regimens and equipment
- Built long-term relationships and informed members on new equipment and facility changes
- Verifying insurance for membership benefits, opening membership using valid insurance, and member identification card
Collection Customer Service Representative
SWC Group Inc
01.2022 - 12.2022
- Persuades delinquent customers to establish repayment terms using the computer systems and various collection software while using professionalism, tact, and adhering to all applicable collection laws
- Achieves production goals and standards for servicing delinquent accounts without sacrificing quality of service
- Follows Client Operating Standards, State and Federal Legal Requirements, and Regulations regarding Collections
- Accurately and thoroughly notates each account with efforts performed and results attained
- Handles PCI Data confidentially and securely
- Arranges for debt repayment or establishes repayment schedules, based on customers' financial situations
- Receives payments and posts amounts paid to customer accounts
- Advises customers of necessary actions and strategies for debt repayment
- Persuades customers to pay amounts due on credit accounts, damage claims, or nonpayable checks, or to return merchandise
- Locates and monitors overdue accounts, using computers and a variety of automated systems
- Records information about the financial status of customers and the status of collection efforts
Sales Associate
Dillard's Inc
01.2021 - 12.2021
- Collaborated with 7 associates and 1 executive to provide customer engagement in an approachable manner, optimizing the customer experience
- Maintained a clean, stocked store for customers during their shopping experience
- Assisted in the unloading of merchandise from 3 delivery trucks a week and led the organization of that merchandise in the storage room
- Managed customer returns and encouraged customers to accept store credits, exceeding Dillard's by 18%
- Maintained a positive, courteous demeanor while interacting with customers to ensure a positive experience
- Exceeded sales at Dillard's by 14% by establishing trust with customers and up-selling appropriate products
- Used RetailNext insights to redesign the store's layout, leading to a 19% improvement in monthly customer satisfaction scores related to the shopping experience
Education
Bachelor of Science - Psychology and Communication Studies
Lonestar Community College
01.2027
High School Diploma -
YES Prep White Oak Secondary
Houston, Texas05-2020
Skills
- Data Entry and Management
- Verbal & Written Communication
- Influential Negotiation Skills
- Conflict Resolution
- Database Maintenance
- Quality Assurance & Compliance
- Multi-Line Phone Systems
- Call Handling and Management
- Computer Database Management
- Microsoft Word
- Microsoft Excel
- CRM
- JotForm knowledge
- Collaboration
- Cross-functional teamwork
- Customer service
- Active listening
- Data entry
- Conflict resolution
- Payment processing
- Documentation
References
- Kyla Mayweather, 832-621-9970, mayweather2@gmail.com
- Adriane Jones, 346-588-5416, Adriane.Jones@ymcahouston.org
- Shabriana Demps, 832-762-7692, Bri.demps94@gmail.com
Timeline
Customer Service Representative
Harris County Toll Road Authority
09.2024 - Current
Dispatcher
TheParkingSpot
04.2023 - Current
Store Experience Guide
YETI
01.2023 - Current
Front End Associate
HEB
01.2023 - 04.2024
Collection Customer Service Representative
SWC Group Inc
01.2022 - 12.2022
Member Customer Service Representative
YMCA of Greater Houston
01.2021 - 01.2024
Sales Associate
Dillard's Inc
01.2021 - 12.2021
Bachelor of Science - Psychology and Communication Studies
Lonestar Community College
High School Diploma -
YES Prep White Oak Secondary
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