Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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, FL
2020

High School Diploma -

Durant High School
Plant City, FL
06.2016

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

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Christian Owen