ELEXIS JAMES

Responded to complex consumer inquiries via phone, email.

• Provided product information and made recommendations based on consumer’s needs
• Effectively handled quality complaints, adverse events, and claims
• According to Standard Operating Procedures while maintaining superior customer service etiquette
• Proactively engaged in brand website, knowledge base, and other tools to enhance client's experience
• Continuously maintained working knowledge of all company products, services, and promotions
• Maintained excellent verbal and written communication including active listening and reflection with goal of gathering information, problem- solving, and diffusing difficult callers
• Navigated between several computer screens (e.g., Shopify, Astute, Pure Cloud and etc. systems.
• System, Email, and Web Browser) while actively listening and entering customer information
• Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
• Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.

• Responded to multiple emergency needs with patience and diligence
• Demonstrated the ability to communicate with a variety of professionals including Case Managers, Landlords, Property Managers, as well as with low and moderate-income families from a variety of cultures
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Responded to questions in reference to case status
• Completed applications with individuals and families who applied to HCS for services through the ERAP program
• Navigated between several computer screens (e.g., CRM Software, ACD, Salesforce, and etc.
• Received multiple positive reviews acknowledging dedication to excellent customer service.
• Responded to customer requests for services and company information.
• Communicate with applicants regarding the status of their ERAP application via email and oral communication
• Advocated on the behalf of applicants with landlords
• Referred applicants to appropriate services to address their various needs such as food, utility assistance, clothing, medical care, etc.
• Provided accurate and complete case notes

• Greet all clients who enter the store with enthusiasm
• Provide courteous, knowledgeable service to clients
• Determine client's needs and suggest products to meet their needs
• Communicate product knowledge to clients as appropriate
• As required, provide makeovers to clients.
• Maintained friendly and professional customer interactions.
• Assessed employee performance and developed improvement plans.
• Met deadlines by proactively managing individual and team tasks and streamlining processes.
• Engaged employees in business processes with positive motivational techniques.
• Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees and company protocol.

• Greeted all clients who enter the store with enthusiasm
• Provide courteous, knowledgeable service to clients
• Determine client's needs and suggest products to meet their needs
• Communicate product knowledge to clients as appropriate
• As required, provide makeovers to clients
• Customers and helped with product questions, selections and purchases.
• Helped customers complete purchases, locate items and join reward programs.
• Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
• Maintained clean sales floor and straightened and faced merchandise.
• Stocked merchandise, clearly labeling items, and arranging according to size or color.
• Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
• Organized store merchandise racks and displays to promote and maintain visually appealing environments.
• Offered each customer top-notch, personal service to boost sales and customer satisfaction.