Hardworking Customer Service Representative with over 20 years of experience working in both Call Center and real world retail consumer environments. Trained in project and time management with proven multitasking abilities. Committed to maintaining professional relationships with clients and customers to increase loyalty and profitability, meet and exceed sales targets, and drive business results.
Overview
8
8
years of professional experience
Work History
Retail Sales Representative
Verizon
06.2023 - 09.2023
Generated brand awareness and positive product impressions to increase sales.
Assisted customers with locating and choosing merchandise in store departments.
Recommended merchandise to customers based on needs and preferences.
Welcomed customers and provided assistance in locating and purchasing products.
Used consultative sales techniques to understand customer needs and recommend relevant products and services.
Helped customers manage large purchases by collecting items from shelves and storage locations.
Call Center Representative
Wireless Advocates
06.2019 - 07.2019
Conferred with customers about concerns with products or services to resolve problems and drive sales.
Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Documented and detailed calls and complaints using call center's CRM database.
Educated customers on current promotions, upgrades or new offerings available under current plan.
Performed various clerical duties by filing and faxing documents and creating customer databases.
Customer Service Representative
Nintendo Of America/Parker Staffing
08.2018 - 11.2018
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Offered advice and assistance to customers, paying attention to special needs or wants.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Referred complex issues relating to online order system or technology to help desk for further evaluation.
Researched issues through identification of similar past problems and recommended most appropriate solution.
Described and explained details about product options to inform customers and guide purchasing decisions.
Answered over 200 calls, emails and internet chats per shift to meet fast-paced call center demands.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Recommended products to customers, thoroughly explaining details.
Provided information regarding charge accounts and loyalty programs.
Call Center Representative
Amazon
06.2016 - 07.2016
Consistently maintained 90% customer service satisfaction ratings through quality control.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Answered phone with friendly greeting to create positive inbound calling experience for customers.
Processed customer order, quote and return transactions and offered additional products and services.
Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Sought ways to improve processes and services provided.
Furnished accurate product information and shipping instructions and offered alternatives for out-of-stock items to support customer buying decisions.
Assistant Store Manager
Game Over VideoGames
10.2015 - 04.2016
Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
Maintained positive customer relationships by responding quickly to customer service inquiries.
Processed payments for credit and debit cards and returned proper change for cash transactions.
Rotated merchandise and displays to feature new products and promotions.
Developed innovative and creative merchandise displays to drive point-of-sale purchases.
Assisted Manager in interview process of prospective employees and provided feedback.
Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
Maintained customer satisfaction while handling product returns quickly and professionally.