Connie Johnson
PATTERSON,LA
Summary
Dynamic sales professional with a proven track record at Walmart, excelling in customer service and relationship building. Skilled in cash handling and problem-solving, I consistently exceeded sales goals while fostering team collaboration. My ability to develop tailored solutions and enhance client satisfaction has driven significant improvements in operational efficiency.
Overview
2020
2020
years of professional experience
Work History
Sales Associate
Walmart
- Educated clients on insurance products and coverage options.
- Developed tailored insurance solutions to meet client needs.
- Processed policy applications and renewals efficiently.
- Assisted in claims management, ensuring timely resolutions.
- Analyzed client portfolios for risk assessment and mitigation strategies.
- Collaborated with underwriters to enhance policy offerings and terms.
Call Center Representative
Kemper Insurance
02.2008 - 08.2019
- Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
- Navigated multiple software systems to document interactions and update customer information accurately.
- Assisted in training new representatives on call handling procedures and system usage.
- Adapted quickly to changes in policies, ensuring compliance and up-to-date knowledge for customer support.
- Collaborated with team members to streamline processes, enhancing overall operational efficiency.
- Responded to high-volume calls while maintaining professionalism and attention to detail during interactions.
- Conducted follow-up communications to ensure customer satisfaction and issue resolution effectiveness.
- Participated in team meetings to discuss performance metrics and suggest areas for improvement.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Identified upselling opportunities to increase revenue generation.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Cross-trained and backed up other customer service managers.
- Managed timely and effective replacement of damaged or missing products.
- Implemented and developed customer service training processes.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and provided backup support for organizational leadership.
- Created and maintained detailed database to develop promotional sales.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Identified and resolved discrepancies and errors in customer accounts.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Insurance Agent
Kemper Insurance
02.2008 - 08.2019
- Educated clients on insurance products and coverage options.
- Developed tailored insurance solutions to meet client needs.
- Processed policy applications and renewals efficiently.
- Assisted in claims management, ensuring timely resolutions.
- Analyzed client portfolios for risk assessment and mitigation strategies.
- Collaborated with underwriters to enhance policy offerings and terms.
Cashier Supervisor
Walmart
01.2002 - 01.2008
- Supervised cashier team, ensuring adherence to customer service standards.
- Trained new staff on register operations and company policies.
- Monitored cash handling procedures, maintaining accuracy and compliance.
- Assisted in inventory management, optimizing stock levels for sales efficiency.
- Resolved customer inquiries and complaints, enhancing satisfaction ratings.
- Implemented training programs that improved team productivity and performance.
- Analyzed sales data to identify trends and inform staffing decisions.
- Coordinated daily shift schedules to ensure optimal coverage during peak hours.
- Quickly and accurately counted drawers at start and end of each shift.
- Built positive relationships with customers to increase repeat business.
- Maintained a safe working environment, ensuring that all employees adhered to company policies and regulations at all times.
- Improved customer satisfaction by efficiently handling cash transactions and addressing customer concerns.
- Maintained a high level of professionalism in all interactions, setting a positive example for the cashier team and cultivating an environment of respect and trust.
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
- Maximized efficiency in checkout lines by effectively managing cashier schedules during peak hours.
- Reduced transaction errors with thorough daily audits of cash drawers and regular monitoring of cashier performance.
- Backed up cashiers and customer service employees on questions such as rules on refunds and defective items.
- Optimized store performance by coordinating with other department supervisors to ensure seamless communication and teamwork.
- Verified accuracy of daily cashier batches by checking receipts, checks, and cash.
- Observed associate flow and identified areas for mentoring and retraining, as well as highlighted associates exceeding expectations.
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
- Developed strong relationships with customers, leading to increased loyalty and repeat business through attentive service and prompt issue resolution.
- Increased cashier efficiency through hands-on coaching sessions focused on improving speed, accuracy, and customer interactions.
- Achieved high levels of accuracy in cash management through meticulous record-keeping and timely bank deposits.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Resolved customer complaints quickly to maintain customer satisfaction.
- Used point-of-sale productivity metrics to monitor associate efficiency and encourage improvements.
- Replenished checkout lines with printer paper and change throughout shifts to prevent any customer service delays.
- Assisted customers in need to promote pleasant shopping experiences and encourage return business.
- Monitored areas for security issues and safety hazards.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Monitored inventory to keep store stocked with necessary items and avoid running out of in-demand products.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Trained newly hired sales team in upselling techniques.
- Mentored new sales associates to contribute to store's positive culture.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Researched issues to obtain appropriate answers to customer inquiries.
- Educated staff on strategies for handling difficult customers and challenging situations.
Education
High School Diploma -
Patterson High School
Patterson, LA05.1983
Skills
- Customer service
- Teamwork and collaboration
- Time management
- Problem-solving skills
- Multi-tasking strength
- Listening skills
- Problem-solving
- Excellent people skills
- Reliable and punctual
- Goal oriented
- Exceptional customer service
- Relationship building
- Outgoing personality
- Cash handling
- Money handling
- Flexible schedule
- Verbal/written communication
- Cash register operation
- Stocking and receiving
- Cash handling accuracy
- Client service
- Conflict resolution
- Store opening and closing
- Sales expertise
- Product sales
- Customer needs assessment
- Complex Problem-solving
- POS system operation
- Sales strategies
- Meeting deadlines
- Professional demeanor
- Retail store operations
- Cleaning techniques
- Sales training
- Payment processing
- Strategic planning
- Inventory tracking
- Sales development
- Building rapport
- Inventory control
- Policy and procedure adherence
- Merchandise display
- Product recommendations
- Order processing
- Sales goals attainment
- Display setup
- Brand promotion
- Point of sale operation
- Relationship selling
- Negotiation tactics
- Business development
- Product promotions
- Cold calling
- Product demonstrations
- Dispute mediation
- CRM software proficiency
- Sales forecasting
- Shipment processing
- Self-checkout assistance
- Friendly and outgoing
- Energetic self-starter
- New teller training
- Exceeds sales goals
- Calm demeanor
- Hospitality and accommodation
Timeline
Call Center Representative
Kemper Insurance
02.2008 - 08.2019
Insurance Agent
Kemper Insurance
02.2008 - 08.2019
Cashier Supervisor
Walmart
01.2002 - 01.2008
Sales Associate
Walmart
High School Diploma -
Patterson High School