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
Similar Profiles
Sahib Shabaz Singh LehalSahib Shabaz Singh Lehal
Service Experience Representative at Nordstrom RackService Experience Representative at Nordstrom Rack
Israel ForemanIsrael Foreman
Store Associate at Nordstrom RackStore Associate at Nordstrom Rack
Heriberto SanchezHeriberto Sanchez
Salesperson Rack at Nordstrom RackSalesperson Rack at Nordstrom Rack