Cynethia Croom
Greenville,NC
Summary
Professional communicator with strong background in customer support. Known for exceptional problem-solving skills and ability to adapt to changing client needs. Excel in team collaboration and always prioritized achieving measurable results. Skilled in multitasking, managing high-volume inquiries, and delivering personalized customer experiences. Dependable and flexible, bringing positive attitude to every challenge.
Overview
13
13
years of professional experience
Work History
Live Chat Agent
H&r Block
01.2022 - 08.2022
- Researched customer inquiries to provide accurate and up-to-date information.
- Assisted in creating canned responses that expedited common query resolutions while maintaining a personalized touch in communications.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues through live chat support.
Remote Customer Service Representative
Everise / WellCare
01.2022 - 08.2022
- 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.
ASSISTANT STORE MANAGER
WIRELESS EXPRESS SPRINT
07.2018 - 02.2019
- Reviewed inventory and sales records to prepare reports for management and budget departments
- Oversaw storewide merchandising benchmarks to maintain operational excellence
- Handled scheduling for store shifts to achieve adequate staffing
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members
- Answered customer questions and addressed problems and complaints in person and via phone
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked
- Supported community outreach initiatives by partnering with local organizations
- Developed corporate objectives and strategies collaborating on quality metrics and key performance indicators (KPI), as well as strategizing with cross-functional teams on improvement measures related to quality
- I am no longer with Wireless Express Sprint due to store closing
WIRELESS ACCOUNT MANAGER
VERIZON CELLULAR SALES
09.2016 - 07.2018
- Enthusiastically greet and actively listen to customers to uncover purchasing needs
- Effectively resolve an array of customer concerns by applying diplomacy and assertiveness when cellular service expectations were not met
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Demonstrate products for customers and answer questions about products and services
- Built relationships with customers and community to establish long-term business growth.
- I am no longer with Cellular Sales due to closer opportunity near home
Store Manager
Sleepy's / Mattress Firm
11.2014 - 09.2016
- Increased revenues by 50% within the first six months as Sales Manager
- Created and launched new online marketing strategies that resulted in 40% sales increase within the summer selling season
- Developed marketing strategies and plans in order to reach monthly store goals and quotas
- Empowered high-performing sales teams
- Proficient in building relationships, negotiating deals, and closing sales
- Trained all incoming sales team members on job functions, policies and procedures
- Financing Applications to determine customer pricing rates
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
- Followed through on all critical inter-departmental escalations to increase customer retention rates
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
- Attended sales training camp and brought best practices leadership back to the company
- Conducted store inventories once per quarter
- Reported all store and staff issues to the district manager
- Responsible for ensuring cash drawers were counted and bank deposits were made
- Created promotional setups used to attract new customers
- Resolved an array of customer concerns by applying diplomacy and assertiveness
- Maintained accurate records of past due customer account activity
- Managed work flow to exceed quality service goals
- I am no longer with this company due to store closing with Sleepy's and Mattress Firm taking over
SALES ASSOCIATE
BELKS
05.2013 - 09.2014
- Engaged with customers in a sincere and friendly manner
- Regularly exceeded target sales goals by 10 - 20%
- Created attractive displays to promote items and increase revenue
- Greeted customers in a timely fashion while quickly determining their needs
- Completed all cleaning, stocking and organizing tasks in assigned sales area
- Trained new employees
- Completed purchases using Point of Sale systems
- I am no longer with Belk's due to pay cuts and being offered another position with guarantee pay
CASHIER/SALES
PAYLESS
01.2011 - 09.2014
- Welcomed customers, offering assistance to help find store items
- Helped customer locate and select appropriate merchandise throughout store
- Placed merchandise in bags or boxes and gave packages to customers
- Counted and balanced cashier drawers
- Cleaned and stocked front-end areas with register tapes and ribbons
- Processed returned items in accordance with store policy
- Answered phone calls to assist customers with questions and orders
- Kept check-out areas clean, organized and well-stocked to maintain attractive store
- Unboxed new merchandise and added to shelves in accordance with planograms and stock rotation policies
- Stayed up to date on current item discounts to support promotions
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members
CASHIER
BATH AND BODYWORKS
10.2010 - 01.2011
- Interacted with customers by asking open-ended questions to identify specific needs
- Communicated special features and benefits of the available merchandise to customers to influence buying decisions
- Stocked shelves and organized displays while ensuring the work environment was clean and aesthetically pleasing
- Completed purchases using Point of Sale systems
- I am no longer with Bath and Bodyworks due to position being seasonal
WAITRESS
MIMMIO'S PIZZA AND PASTA
01.2010 - 01.2011
- Skillfully promoted items on beverage lists and weekly restaurant specials
- Displayed enthusiasm and knowledge about the restaurant's menu and products
- Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff members
- Developed standard operating procedures
- I am no longer with Mimmo's due to lack of pay and disrespect towards employees
Education
High school diploma -
Charles B Aycock High School
Pikeville, NC06.2004
Skills
Computer operations
- Live chat
- Microsoft Office
- Administrative experience
- Customer retention
- Technical support
- Account management
- Store management
- Training and mentoring
- Documentation and reporting
Gap of Employment
2022 - 2024 , I have been absent from working do to having my precious little girl. I decided with going through pregnancy and having a family member seriously injured , it was time to take some time away to be available for them,
Timeline
Live Chat Agent
H&r Block
01.2022 - 08.2022
Remote Customer Service Representative
Everise / WellCare
01.2022 - 08.2022
ASSISTANT STORE MANAGER
WIRELESS EXPRESS SPRINT
07.2018 - 02.2019
WIRELESS ACCOUNT MANAGER
VERIZON CELLULAR SALES
09.2016 - 07.2018
Store Manager
Sleepy's / Mattress Firm
11.2014 - 09.2016
SALES ASSOCIATE
BELKS
05.2013 - 09.2014
CASHIER/SALES
PAYLESS
01.2011 - 09.2014
CASHIER
BATH AND BODYWORKS
10.2010 - 01.2011
WAITRESS
MIMMIO'S PIZZA AND PASTA
01.2010 - 01.2011
High school diploma -
Charles B Aycock High School
Similar Profiles
Nithin VincentNithin Vincent
Senior Regulatory Analyst at H&R BlockSenior Regulatory Analyst at H&R Block
Wendy RalstonWendy Ralston
Receptionist at H&R BlockReceptionist at H&R Block
Zybelle Vega BonafontZybelle Vega Bonafont
Tax Preparer at H&r BlockTax Preparer at H&r Block