Dolores Randolph-Ciani
Elmwood Park
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
33
33
years of professional experience
Work History
Sales/Customer Service Coordinator
Thomson Reuters Corporation
06.1991 - 12.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
Cashier/Merchandiser-Part Time
Gap
10.2004 - 03.2015
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Issued receipts, refunds, credits or change due to customers.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Conducted price checks for special orders or discounts as requested by customers.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Performed other duties as assigned by management.
Education
Graduate Certificate -
Source Academy
New York, NYSkills
- SalesForce
- Processing & Fulfillment Center
- Tracking Complaints & Report Generation
- Inbound and Outbound Call Management
- Data Entry, Collection, Refund Processing
- Account Management
- Excel Expertise
- Microsoft Office Suite
- Professional telephone demeanor
- Retail store support
- Quality Assurance Controls
- Team Development / Participation
Computer Systems
- SalesForce
- Excel
- Word
- Unison
Timeline
Cashier/Merchandiser-Part Time
Gap
10.2004 - 03.2015
Sales/Customer Service Coordinator
Thomson Reuters Corporation
06.1991 - 12.2023
Graduate Certificate -
Source Academy
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