Danyelle Phillips
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Associate
The UPS Store
12.2022 - Current
- Processed and shipped packages for UPS using a computerized system, following instructions regarding package size, weight, destination, etc
- Provided personalized support for each client, tailoring solutions based on individual circumstances and preferences.
- Contributed to the enhancement of sales strategies by upselling relevant products or services during customer interactions.
- Communicated with customers about the status of their shipments and assisted in resolving any shipping issues that may arise.
- Conducted follow-up calls to ensure complete satisfaction after issue resolution or product purchase completion.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Tracked the status of each shipment to identify any potential problems with delivery times.
- Prepared outgoing packages for international travel by applying customs forms and verifying proper postage amounts.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Participated in cross-functional teams to address complex customer concerns, resulting in prompt resolution of issues.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cultivated lasting client relationships through consistent reliability and dedication towards achieving mutually beneficial results.
Specialty Paint Department Supervisor
Outdoor Supply Hardware
01.2023 - 11.2023
- Supported the front-end department by answering phones, cash handling, and directing customers to appropriate departments
- Improved paint department efficiency by streamlining inventory management and ordering processes.
- Enhanced customer satisfaction with expert color matching and product recommendations.
- Executing the daily operational goals and day-to-day goals and priorities assigned by store management
- Managed daily operations of the paint department, ensuring a well-organized and efficient workspace.
- Collaborated with store management to develop promotional strategies for increased sales revenue.
- Provided ongoing training to staff members, increasing overall team productivity and knowledge base.
- Maintained up-to-date knowledge of industry trends, sharing insights with team members to better serve customers'' needs.
- Participating in the processing of new shipments and helping the team to keep the receiving and back stock areas clean and organized
- Kept merchandise fresh by monitoring use of proper stock rotation procedures and setting up promotions to move out aging products.
- Entered and priced inventory to assist with efficient restocking.
- Aided customers in locating merchandise in-store, and online as well as processing special orders.
- Oversaw continuous floor maintenance and recovery efforts, keeping displays and shelves customer-ready and professionally presented.
Customer Service Host/Lead
Sprouts Farmers Market
04.2020 - 12.2022
- Helped customers complete purchases, locate items, and join the rewards program to promote loyalty, satisfaction and meet sales goals
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
- Restocked, arranged, and systematically organized merchandise to standards in front lanes to drive product sales
- Monitored and troubleshooted technical maintenance of machines and equipment which included POS and self-checkout systems
- Trained new team members on POS systems, operations, customer service strategies, and sales goals
- Resolved escalated customer disputes with special actions such as price changes, price checks, inventory checks, and exchanges
- Performed store opening and closing procedures for the entire front end to ensure a smooth customer service focus, driven by results.
Assistant Manager/Merchandising Buyer
Books Inc
05.2018 - 04.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Assists customers in-store and via phone calls in locating and selecting merchandise by providing them with relevant information and offering appropriate advice.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Managed inventory, maintained records, and created reports.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Increased sales through effective merchandising strategies and targeted promotions.
- Increased sales by identifying and purchasing high-demand merchandise for the store.
- Responsible for coordinating science fiction book clubs as well as social media marketing on platforms such as Facebook, Twitter, and Instagram
- Remain up to date on forthcoming arrivals of new gift merchandise and books to generate consumer interest and execute pre-orders as needed.
- Updated pricing and signage to complete product displays and educate customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Associate of Science - Sociology
DeAnza College
Cupertino, CAAssociate of Arts - Radio in Television
San Jose State University
San Jose, CASkills
- Customer Support
- Project Management
- Email Communication
- Recent class on SAP 4Hana
- Customer Complaint Resolution
- Problem-solving aptitude
- Order Fulfillment
- Account Management
Certification
- The strategy of content marketing, U.C. Davis, 11/01/18
- Viral Marketing and How to Craft Contagious Content, Wharton University of Pennsylvania, 10/01/18
Timeline
Specialty Paint Department Supervisor
Outdoor Supply Hardware
01.2023 - 11.2023
Customer Service Associate
The UPS Store
12.2022 - Current
Customer Service Host/Lead
Sprouts Farmers Market
04.2020 - 12.2022
Assistant Manager/Merchandising Buyer
Books Inc
05.2018 - 04.2021
Associate of Science - Sociology
DeAnza College
Associate of Arts - Radio in Television
San Jose State University