Summary
Overview
Work History
Education
Skills
Timeline
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Cianna Townsend

Cianna Townsend

Chicago

Summary

Dynamic and results-driven professional with extensive experience at Amazon as a Forklift Operator. Proven ability to enhance customer satisfaction through effective problem resolution and active listening. Skilled in warehouse operations and OSHA compliance, consistently recognized for exceeding performance metrics and contributing to team success.

Overview

8
8
years of professional experience

Work History

Forklift Operator

Amazon
04.2020 - 01.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • 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.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Customer Service Representative

Boost Mobile Store
07.2018 - 09.2019
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Representative

Metropcs Authorized Dealer St Paul
05.2017 - 07.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • 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.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Education

General Studies -

Thornwood Highschool
South Holland, IL

Skills

  • Forklift operation
  • Forklift operator certificati
  • Shipping and receiving
  • Material handling
  • Teamwork and collaboration
  • Problem-solving
  • OSHA compliance
  • Documentation
  • Customer Service-oriented
  • Optimizing efficiency
  • Customer service
  • Critical thinking
  • Data entry
  • Problem resolution
  • Customer relations
  • Computer proficiency
  • Microsoft Excel
  • Complaint resolution
  • Professional telephone demeanor
  • Microsoft outlook
  • Call management
  • Product knowledge
  • Warehouse operations
  • Team player
  • Punctual and reliable
  • Storage and organization
  • Payment processing
  • Technical support

Timeline

Forklift Operator

Amazon
04.2020 - 01.2025

Customer Service Representative

Boost Mobile Store
07.2018 - 09.2019

Customer Service Representative

Metropcs Authorized Dealer St Paul
05.2017 - 07.2018

General Studies -

Thornwood Highschool

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Cianna Townsend