Christina Cleveland
Spartanburg,South Carolina
Summary
Customer Care and Data Entry Specialist professional with 6+ years of experience in multi-task and navigate through multiple Windows-based applications with speed and accuracy. Being detail oriented to complete tasks efficiently. Currently seeking customer care, data entry, and administrative opportunities.
Overview
10
10
years of professional experience
Work History
Small Business Customer Care Provider
American Express
03.2022 - 03.2023
- Proven success in customer service and consultative sales environment (three years+), with passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and strong written and verbal communication
- Integrity to manage sensitive card member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices
- Passion for consultative sales, recommending products or solutions tailored to each customer
- Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, effectively manage through change, and remain positive in difficult situations
- Ability to adapt communication style to a wide variety of personalities and situations
- Commitment to implementing feedback as a means to achieving individual and team performance goals
- Technical savvy to multi-task and navigate through multiple Windows-based applications with speed and accuracy.
- Managed 30-45 calls on average per day.
Residential Inbound Sales Representative
Spectrum
07.2019 - 09.2021
- Proven success in a customer service and consultative sales environment (two years+), with a passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and strong written and verbal communication
- Integrity to manage sensitive card member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices
- Passion for consultative sales, recommending products or solutions tailored to each customer
- Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, effectively manage through change, and remain positive in difficult situations
- Ability to adapt communication style to a wide variety of personalities and situations
- Commitment to implementing feedback as a means to achieving individual and team performance goals
- Technical savvy to multi-task and navigate through multiple Windows-based applications with speed and accuracy.
- Documented details of calls and customer interactions.
- Trained and coached new representatives regarding daily duties through shadowing, reverse shadowing and role-playing.
- Managed 25-35 calls per day.
- Assisted in integrating new lines of business and positioning valuable offers to existing and new customers.
- Performed work in compliance with established regulations, policies and standard operating procedures
Retail Associate Manager
T-Mobile Retailer (GP Mobile; Formally Express Stores LLC)
10.2018 - 07.2019
- Enforced policies and procedures and administered disciplinary action to encourage quality performance of retail staff.
- Trained employees in suggested selling and merchandising techniques to meet sales quotas.
- Acted as in-store sales leader and maintained strong presence on floor to build relationships with customers, support and develop team and increase revenue.
- Mitigated business risks by working closely with staff members and assessing performance.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Increased accessory sales by 7%
Assistant Store Manager
Rue 21
05.2018 - 11.2018
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Rotated merchandise and displays to feature new products and promotions.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Managed in multiple stores that grossed over $1.2M annually
Assistant Manager
Dressbarn
11.2016 - 08.2017
- Developed and implemented performance training initiatives to optimize staff performance
- Generated financial reports encompassing total sales, net sales, profit margin, revenue, and operating expenses through the utilization of the company’s database
- Enforced company cash handling policies and procedures in support of loss prevention
- Recruited, trained, and evaluated new sales associates according to corporate standards
- Input, export, communicate, and decipher into Microsoft Excel and other programs
- Manages and delegates operational duties among team members to increase project productivity, reduce shrink, and increase sales
- Adheres to quality standards and performance goals set by supervisory team members
- Utilizes Gateway software to generate customer orders, process payments, and schedule technician appointments
- Monitors and updates customer account information via Citrix software system
- Manages multiple requests simultaneously without sacrificing attention to detail to ensure that performance metrics are met accurately.
- Promoted company credit card meet and exceed goal of 5% monthly
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
- Established performance goals for employees and provided feedback on methods for reaching those milestones
Assistant Store Manager
Rue 21
03.2016 - 11.2016
- Monitored and managed store quarterly budget to ensure that it was compliant with corporate standards
- Recruited, trained, and evaluated new sales associates according to corporate standards
- Resolved customer complaints and provided solutions to maintain a positive customer experience
- Input, export, communicate, and decipher into Microsoft Excel and other programs
- Manages and delegates operational duties among team members to increase project productivity, reduce shrink, and increase sales
- Adheres to quality standards and performance goals set by supervisory team members
- Utilizes Gateway software to generate customer orders, process payments, and schedule technician appointments
- Monitors and updates customer account information via Citrix software system
- Manages multiple requests simultaneously without sacrificing attention to detail to ensure that performance metrics are met accurately.
- Managed in multiple stores that grossed over $1.2M annually
Sales Associate
Rue 21
09.2014 - 03.2016
- Schedule Varies
- Monitored and managed store quarterly budget to ensure that it was compliant with corporate standards
- Recruited, trained, and evaluated new sales associates according to corporate standards
- Resolved customer complaints and provided solutions to maintain a positive customer experience
- Input, export, communicate, and decipher into Microsoft Excel and other programs
- Manages and delegates operational duties among team members to increase project productivity, reduce shrink, and increase sales
- Adheres to quality standards and performance goals set by supervisory team members
- Utilizes Gateway software to generate customer orders, process payments, and schedule technician appointments
- Monitors and updates customer account information via the Citrix software system
- Manages multiple requests simultaneously without sacrificing attention to detail to ensure that performance metrics are met accurately.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise
Education
Associates Degree -
York Technical College
Rock Hill07.2024
High School Diploma -
Rock Hill High School
Rock Hill06.2014
Skills
- Microsoft Office 365 Suite
- Google Suite
- ADP
- Aspect Workforce
- Empower WFM
- Gateway
- Agent OS
- CSG Billing System
- Citrix
- Customer Value Portal
- Global Servicing Portal
- Webex
- Zoom
- Slack
- Skype Business
Additional Information
Are you seeking a dynamic team manager/supervisor dedicated to enhancing employee relationships with the company and their immediate teams? I specialize in delivering impactful training and mentoring programs that inspire efficient and effective solutions. With a proven track record in roles demanding a rapid understanding of complex systems, I take pride in my adeptness at efficiently analyzing intricate processes, enabling me to adapt swiftly to evolving challenges. In a role as Customer Support Manager/Supervisor, I am committed to consistently fostering an environment where my team can collaborate seamlessly and work independently even in my absence. This ensures uninterrupted operations on a day-to-day basis.
Timeline
Small Business Customer Care Provider
American Express
03.2022 - 03.2023
Residential Inbound Sales Representative
Spectrum
07.2019 - 09.2021
Retail Associate Manager
T-Mobile Retailer (GP Mobile; Formally Express Stores LLC)
10.2018 - 07.2019
Assistant Store Manager
Rue 21
05.2018 - 11.2018
Assistant Manager
Dressbarn
11.2016 - 08.2017
Assistant Store Manager
Rue 21
03.2016 - 11.2016
Sales Associate
Rue 21
09.2014 - 03.2016
Associates Degree -
York Technical College
High School Diploma -
Rock Hill High School
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