Summary
Overview
Work History
Education
Skills
Timeline
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Crystal Middleton

Charlotte,NC

Summary

Proven achiever in customer resolution, I excelled at IKEA by spearheading initiatives that significantly enhanced customer satisfaction and retention. With exceptional problem-solving and communication skills, I provided training development and managed high-volume inquiries, consistently surpassing performance targets. My collaborative approach and attention to detail have been pivotal in driving positive outcomes and fostering customer loyalty. I have worked to develop my team members and assist in multiple areas of the department that have had some learning challenges. I am also a member of the onboarding team and facilitated many coworkers onboarding process and been a go to for their needs during their employment.

Overview

16
16
years of professional experience

Work History

Customer Resolution Specialist

IKEA
08.2022 - Current
  • Assisted in the development of training materials focused on improving the skills of other Customer Resolution Specialists within the organization.
  • Spearheaded initiatives aimed at improving overall customer experience, leading to higher retention rates.
  • Developed a deep understanding of company products and services, enabling effective troubleshooting and problem-solving abilities when assisting customers.
  • Managed a high volume of customer inquiries, resulting in timely resolutions and positive feedback.
  • Received recognition from management for consistently exceeding performance targets related to customer satisfaction metrics.
  • Enhanced customer satisfaction by promptly addressing and resolving their concerns.
  • Provided exceptional support to customers by thoroughly understanding their needs and offering tailored solutions.
  • Built strong relationships with clients through excellent communication skills, fostering loyalty and repeat business.

Returns Associate

IKEA
01.2009 - 08.2022
  • Collaborated with team members to facilitate returns quickly and provide outstanding customer service.
  • Maintained adherence to company policies regarding damaged merchandise, ensuring proper disposal or repackaging as needed.
  • Exemplified strong problem-solving skills to resolve customer needs surrounding returns or exchanges.
  • Expedited high volume of returns during peak seasons, maintaining a consistently organized workspace.
  • Assisted in training new associates on best practices for handling returns efficiently and effectively.
  • Identified trends in returned items, reporting issues to management for further investigation and resolution.
  • Collaborated with team members to handle complex return cases, resulting in satisfactory outcomes for both customers and company and providing educating opportunities for coworkers.
  • Enhanced customer satisfaction by promptly processing returned items and issuing refunds or exchanges.
  • Prevented loss from fraudulent returns by diligently examining merchandise and verifying purchase records before approving transactions.
  • Provided exceptional customer service by patiently addressing concerns related to returns and refund policies.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

High School Diploma -

North Meck High
Huntersville, NC
06.2005

Skills

Time Management

Problem-Solving

Attention to Detail

Multitasking

Calm and Professional Under Pressure

Reliability

Excellent Communication

Understanding Customer Needs

Team Collaboration

Active Listening

Timeline

Customer Resolution Specialist

IKEA
08.2022 - Current

Returns Associate

IKEA
01.2009 - 08.2022

High School Diploma -

North Meck High

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Crystal Middleton