Cynthia Craine

• Provides information and assistance to visitors and others having business with the Department
• Creates, updates and tracks a variety of files, records, reports and related documents; maintains file integrity and confidentiality by adhering to department policies.
• Receives and processes various work orders, applications and enrollments; issues documents and licenses, collects fees; check eligibility for department programs; verifies client information.
• Performs variety of clerical office and office assistance support.
• Research files to obtain requested information, insert data and check accuracy.
• Sorts and codes paperwork according to established department guidelines.
• Handling of financial accounts for past and current clients.

As a Customer Support Rep I helped customers with product questions, processed returns, and handled product complaints. My role was to act as a liaison to resolve any emerging challenges the customer may face with accuracy and efficiency.

• Assists customers effectively by solving customer disputes in a timely manner.
• Tactfully handled confrontational or stressful interactions.
• Use of email support interfaces and other online programs along with social media platforms to provide excellent and timely customer support.
• Provides customer support by assisting customers with product information, shipping information, company policies, refunds and replacement process.

• Responsible for leadership tasks as delegated by the store manager.
• Provide individual and team performance feedback and recommendations to managers.
• Train, coach, reward and motivate associates to improve selling and the customer experience.
• Reinforce selling expectations, performance, results and accountability with all associates.
• Perform opening and closing routines including execution of bank deposits, receipt of shipment, and interpret / disseminate company directive.
• Act as manager on duty, when scheduled, to address customer service, vendor or maintenance issues.
• Partner with the members of the sales leadership team to support action plans that optimize results and ensure effective execution of operational activities.

• Use of computers for various applications, such as database management or word processing.
• Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
• Collect and deposit money into accounts, disburse funds from cash accounts to pay bills or invoices, keep records of collections and disbursements, and ensure accounts are balanced.
• Create, maintain, and enter information into databases.
• Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
• Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
• Schedule and confirm appointments for clients, customers, or supervisors.
• Make copies of correspondence or other printed material.
• Open, read, route, and distribute incoming mail or other materials and answer routine letters.
• Mail newsletters, promotional material, or other information.
• Order and dispense supplies.

• Serve as a single point of contact for assigned customer interactions (Intel)
• Serve as the main contact when a customer has a request that is considered outside of the routine
• Performs order entry into the Chem-Star Wm Sand/or customer system(s) of record
• Initiatives and receives telephone and email communication with customers
• Escalates and communicates with customers as needed or requested
• Participates in customer meetings
• Manages customer purchase orders
• Research escalated issues and communicates back with customer in a timely manner.

• Managed and monitored sales, profit and shrink.
• Recruited, interviewed and hired to build a skilled team committed to our customer.
• Trained, developed and coached team members to build skill sets and drive performance.
• Provided on-going feedback and annual evaluations for team members and myself based on performance.
• Created weekly work schedule's based on sales and traffic expectations. Handled all cash management procedures including preparing and making bank deposits.
• Overseen store opening/closing.