Christian Owen
Valrico,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Publix Grocery Store
1971 SR-E, Valrico, Store #1277
10.2020 - Current
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained staff on operating procedures and company services.
- 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.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed refunds and exchanges in accordance with company policy.
- Answered questions about store policies and addressed customer concerns.
- Operated cash register to record transactions accurately and efficiently.
Customer Service Representative
Winn Dixie Grocery Store
2535 State Road 60 East
02.2015 - 09.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers in navigating company website improving overall user experience.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided expert service when greeting customers, answering phone calls and handling issues.
- Stepped in to ring up customer purchases during very busy time periods or when store was short staffed.
- Engaged customers by offering to help find needed merchandise.
Education
Associate of Science - Marine Biology
Hillsborough Community College
Tampa, FL2020
High School Diploma -
Durant High School
Plant City, FL06.2016
Skills
- Understanding Customer Needs
- Payment Processing
- Customer Relationship Management (CRM)
- Customer Relations
- Product and service knowledge
- Active Listening
- Customer Service
- Staff Training
- Customer Data Confidentiality
- Sales Transactions
- Critical Thinking
Timeline
Customer Service Representative
Publix Grocery Store
10.2020 - Current
Customer Service Representative
Winn Dixie Grocery Store
02.2015 - 09.2020
Associate of Science - Marine Biology
Hillsborough Community College
High School Diploma -
Durant High School