Christine Scroggins
Decatur,GA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
9
9
years of professional experience
Work History
Customer Care Team Lead
Nordstrom, Nordstrom Rack
11.2022 - Current
- Developed training materials to ensure consistent performance levels among team members.
- Created a positive work culture that fostered collaboration, teamwork, and open communication among team members.
- Facilitated regular team meetings to discuss goals, challenges, and best practices for continued success.
- Collaborated with management to develop strategies for improving overall customer experience.
- Managed daily operations of the Customer Care Team, ensuring prompt response times and accurate issue resolution.
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing timely solutions.
- Provided constructive feedback to team members on their performance, encouraging continuous learning and development.
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
- Coordinated with other departments to resolve complex customer issues, resulting in increased client retention rates.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Investigated and resolved accounting, service and delivery concerns.
Customer Service Representative
Nordstrom Rack
11.2021 - 10.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
Assistant Manager
Family Dollar Stores Inc.
11.2019 - 09.2021
- Planned and prepared workflow schedules, delegating tasks for [Number]-member team
- Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations
- Improved efficiency and productivity by implementing organization systems for financial reports, schedules and inventory control
- Completed inventory audits to identify losses and project demand
- Enhanced sales by implementing merchandising and promotional improvements
- Oversaw team development according to industry service standards to further customer loyalty
- Trained team of [Number] to deliver outstanding customer service, boosting customer satisfaction ratings [Number]%
- Delegated daily tasks to team members to optimize group productivity
- Collaborated with store manager to develop strategies for achieving sales and profit goals
- Cultivated hands-on training, assessment, guidance and performance monitoring programs to coach and mentor employees
- Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel
- Organized schedules, workflows and shift coverage to meet expected business demands
- Directed and led employees, supervising activities to drive productivity and efficiency
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
Receptionist
Kennon Pebbles law office
03.2015 - 02.2019
- Answered and directed incoming calls using multi-line telephone system
- Greeted visitors, assessed needs and directed to appropriate personnel
- Maintained all financial records to verify timely clearance of all credit and debit activities
- Rendered information to callers and drafted office emails
- Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment
- Checked [Type] and [Type] documents for proper formatting, grammar and spelling with [Software]
- Answered calls to help over [Number] customers each [Timeframe]
- Delivered administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules
- Prepared packages for shipment by generating invoices and setting up courier deliveries
- Oversaw office inventory by restocking supplies and submitting purchase orders
- Set travel arrangements and gathered documents for management and executive staff meetings and trips
- Coordinated and communicated with [Number] clients daily to gather pertinent information
- Maintained daily calendars, set appointments with clients and planned daily office events
- Responded to customer concerns and issues by [Action]
- Assisted [Number] visitors per [Timeframe] by directing to appropriate personnel and answering average of [Number] calls and emails daily
- Scheduled meetings with salespeople and clients, emailed customers and placed outbound calls as needed
- Organized and updated [Timeframe] schedules and monthly calendar obligations for various levels of management and staff
- Received incoming packages and mail, dispersed parcels and shipped outgoing items for team of [Number] [Job title]s
- Processed payments and updated accounts to reflect balance changes
- Received incoming packages and mail, dispersed parcels and correspondence and shipped outgoing items daily
- Entered data in [Type] software to keep records of [Type] information
- Scheduled and confirmed appointments
- Managed more than [Number] incoming calls per day
- Sorted incoming mail and directed to correct personnel each day
- Prepared, compiled and filed documents as well as reports presented to various parties.
Education
High School Diploma -
Warren G Harding High School
Warren, OH06.2006
Skills
- Sales monitoring
- Product and service knowledge
- Closing and contract negotiations
- Inventory management
- Customer rapport
- Retail Space Planning
- Project management abilities
- Orientating and training
- Customer relations
- Time Management
- Training and Development
- Staff training and development
- Marketing tactics
- Strategic Planning
- Product branding
- First Call resolution
- Call center experience
- Customer Relationship Management
- Complaint Handling
- Payment Processing
- Order Processing
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Computer Skills
- Understanding Customer Needs
- Relationship Building
- Complaint resolution
- De-Escalation Techniques
- Professional telephone demeanor
- Inbound Call Management
- Policies and Procedures Adherence
- Call Center Operations
- Customer Account Management
- Sales Transactions
- Call Documentation
- Transaction Processing
- Order and Refund Processing
- Employee Coaching
- Billing Adjustments and Refunds
- Multi-Line Phone Systems
- Remote Office Availability
- LiveChat Messaging
- Office equipment proficiency
- Service Upselling
- POS Systems and Ordering Platforms
- Quality Assurance Controls
- Complaint Investigation
- Retail store support
Timeline
Customer Care Team Lead
Nordstrom, Nordstrom Rack
11.2022 - Current
Customer Service Representative
Nordstrom Rack
11.2021 - 10.2022
Assistant Manager
Family Dollar Stores Inc.
11.2019 - 09.2021
Receptionist
Kennon Pebbles law office
03.2015 - 02.2019
High School Diploma -
Warren G Harding High School
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