Emily Hughes

As an Expert Customer Service Representative, I help manage a high volume of customer inquiries via email, phone calls, and live chat, while maintaining empathy and professionalism under pressure, as well as assisting other team members simultaneously with questions they might have. I oversee other team members and help delegate tasks, all while responding to customer requests, investigating order/shipping problems and payment problems, as well as connecting with other teams to ensure everything runs smoothly for our customers. It's very important to me to build rapport with customers so that they have trust in me to always offer excellent support and address their needs quickly and efficiently.

I've trained new team members and have lead presentations to our team regarding Billing and Loss Prevention training, as well as Phone Etiquette Training, to ensure everyone is informed on our policies and provides exceptional assistance to our customers.

This company is always growing, and I've responded positively to rapid change, and adapt well to system and website updates, as well as any policy updates. I'm counted on to change tasks quickly as needed, and to stay focused mainly on the customer facing side, but I've been trained in fraud check and other projects as well.

As a Store Manager, I overlooked daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.

I accepted shipments, managed inventory control, closed registers, and delegated store opening and closing procedures.

I mentored new hires and assisted with the hiring and training of new staff members, and taught them to address customer complaints promptly and professionally, as well as upsell store credit cards to customers at appropriate times. I also made the schedule and approved payroll weekly.

It was super important to rotate merchandise as items sold, since we wanted to keep the back room empty and all product out on the floor as much as possible.

As a Key Holder at a secondhand store, I sorted through customers' orders to purchase product for the store, chose which product would best sell based off of my knowledge of our inventory.

I greeted customers, cashiered, entered purchased items in our system and ticketed the items, sorted through inventory, and merchandised it out on the floor in an organized fashion.

I maintained and balanced the cash drawers, delegated tasks to other team members when I was shift lead, and opened and closed the store.