Denise Lucas
Guyton,GA
Summary
Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical, and detail-oriented. Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management. Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Results-oriented sales worker engages with customers to help establish rapport. Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals. Dynamic Job Title with extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
22
22
years of professional experience
Work History
Customer Experience Specialist
Balfour Beatty
08.2023 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Created a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
- Reduced response times by implementing effective communication channels between customers and support agents.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
Account Manager
Chrysler Dodge Jeep Ram North Savannah
09.2022 - 04.2023
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
Business Office Associate
CarMax
01.2021 - 09.2022
- Supported departments with copying, filing, and other clerical work to keep senior staff free to focus on larger concerns
- Delivered exceptional customer service to office guests from first greeting through wide range of support needs
- Analyzed and submitted paperwork necessary to maintain legal business operations and comply with regulations
- Processed paperwork for business actions and followed up on missing items or signatures.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Developed correspondence letters, memos, and emails.
- Prepared mail and packages for shipment, pickup, and courier services to expedite delivery.
- Reviewed invoices, payment requests, advance requests, expense reimbursements, and proper coding, prior to approval.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Engaged with customers to build business relationships.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Streamlined office processes by implementing efficient filing systems and organizational strategies.
- Developed knowledge of company products and services to make suggestions according to customer needs.
- Applied core knowledge to effectively communicate sensitive or technical information while adhering to regulatory guidelines.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Drafted professional memos, letters, and marketing copy to support business objectives and growth.
- Verified work aligned with service levels agreed and client requirements.
- Proactively engaged customer in various departments in order to provide in-depth product knowledge in non-commissioned environment
- Supported management in decision-making with accurate financial reports and data analysis.
- Increased efficiency through streamlining invoicing procedures and payment tracking systems.
- Improved overall office morale through the implementation of regular feedback mechanisms and employee recognition programs.
- Safeguarded company assets through diligent tracking of equipment usage, maintenance records, and insurance policies.
- Collaborated with coworkers to develop innovative solutions for improving overall office efficiency.
Store Lead
Children's Place
07.2021 - 01.2022
- Showed employees how to handle daily tasks, leading by example and demonstrating ethical behaviors
- Greeted customers and asked open-ended questions to assess needs
- Recommended merchandise to suit customer budget and preferences
- Minimized store thefts through effective monitoring strategies and close customer observation
- Kept store shelves, racks and bins presentable with frequent resets.
- Implemented visual merchandising standards to create an appealing store environment, driving customer engagement and sales growth.
- Streamlined store operations for increased efficiency and productivity through effective delegation of tasks.
- Reduced inventory discrepancies by conducting regular audits and implementing improved tracking procedures.
- Led training sessions for new employees, fostering a supportive learning environment that facilitated rapid skill development.
- Collaborated with management on strategic planning initiatives, contributing to overall store success.
- Mentored team members to develop their skills, resulting in multiple promotions within the company.
- Maintained accurate financial records, including daily cash reconciliations and sales reports for management review.
- Optimized inventory management processes, reducing stock discrepancies and improving product availability for customers.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Improved communication between departments by establishing weekly meetings focused on collaboration and problemsolving.
- Ensured compliance with company policies and procedures, leading to consistently high audit scores.
- Answered questions about store policies and addressed customer concerns.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Answered product questions and assisted customers in selection and checkout.
- Supervised daily operations by directing customer service, inventory and sales operations.
Sales Associate
Peebles
05.2006 - 09.2006
- Helped customers navigate store, complete sales, and process returns
- Resolved customer concerns using strong communication and conflict management skills.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
Cashier
Fred's
04.2002 - 06.2004
- Engaged with customers while completing cash register transactions
- Maintained clean, organized, and well-stocked checkout areas.
Assistant Manager
Movie Gallery
01.2002 - 03.2003
- Oversaw employee training and staff management tasks
- Directed staff management, task delegation, merchandising, and customer service.
Education
Health Science -
Armstrong Atlantic University
Savannah, GA06.2010
High school Diploma -
Early County High School
Savannah, GA05.2000
Skills
- Customer service
- Paperwork processing
- Paperwork and documentation
- Sales reporting
- Hospitality and accommodation
- Time management
- Task prioritization
- Staff training
- Account Management
- Customer Service
- Teamwork and Collaboration
- Client Relations
- Client Relationship Management
- Customer Satisfaction
- Relationship Building
- Strategic Planning
- Customer Relationships
- Goal-Oriented
- Relationship building and management
- Sales Development
- Account oversight
- Issue Resolution
- Networking skills
- Team Training
- Documentation And Reporting
- Operations
- Account Servicing
- Customer Needs Assessment
- Account servicing skills
- Overcoming Objections
- Vendor Relations
- Sales expertise
- Vendor Management
Timeline
Customer Experience Specialist
Balfour Beatty
08.2023 - Current
Account Manager
Chrysler Dodge Jeep Ram North Savannah
09.2022 - 04.2023
Store Lead
Children's Place
07.2021 - 01.2022
Business Office Associate
CarMax
01.2021 - 09.2022
Sales Associate
Peebles
05.2006 - 09.2006
Cashier
Fred's
04.2002 - 06.2004
Assistant Manager
Movie Gallery
01.2002 - 03.2003
Health Science -
Armstrong Atlantic University
High school Diploma -
Early County High School