Faith Fabian
Uniontown,PA
Summary
Results-driven Customer Service Manager accomplished in team development and enhancing sales performance. Delivered high customer satisfaction through effective conflict resolution and active listening, fostering collaboration that drives engagement and loyalty. Focused on streamlining service processes to improve customer experiences and organizational outcomes.
Overview
1
1
Language
14
14
years of professional experience
Work History
Customer Service Representative
COE Distributing
10.2023 - Current
- Delivered exceptional customer support via phone and email, resolving inquiries efficiently.
- Processed product orders and returns, ensuring accuracy in transactions.
- Collaborated with team members to improve service response times and customer satisfaction.
- Utilized CRM software to track customer interactions and provide tailored solutions.
- Implemented feedback mechanisms to gather customer insights, driving service improvements.
- Monitored inventory levels to ensure timely fulfillment of customer requests.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently; finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Manager
Cricket Wireless
05.2020 - 09.2023
- Led team in achieving sales targets through effective coaching and performance management.
- Developed training programs to enhance staff product knowledge and customer service skills.
- Analyzed market trends to drive promotional strategies and improve customer engagement.
- Implemented inventory management systems to streamline stock replenishment processes.
- Fostered a positive work environment by mentoring employees and promoting teamwork initiatives.
- Oversaw compliance with company policies, ensuring adherence to quality standards across operations.
- Evaluated sales metrics to identify areas for improvement and inform strategic decision-making.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Customer Service Cashier
Long John Silvers A&W
01.2013 - 07.2017
- Assisted customers with inquiries, ensuring a positive dining experience and resolving issues promptly.
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Trained new cashiers on operational procedures and customer service best practices.
- Maintained cleanliness and organization of work areas, adhering to health and safety standards.
- Managed cash drawer, ensuring accurate cash handling and reconciliation at shift end.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Conducted inventory checks regularly to support stock management and minimize wastage.
- Collaborated with team members to optimize workflow during peak business hours, improving service delivery.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceed customer expectations.
- Counted money in drawers at beginning and end of each shift.
- Answered product questions using knowledge of sales and store promotions.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Utilized POS system to handle customer cash and credit card transactions.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
Education
High School Diploma -
Uniontown High School
Uniontown, PA06-2015
Skills
- Customer service
- Call center experience
- CRM management
- Complaint resolution
- Problem resolution
- Conflict resolution
- Complaint handling
- Customer relations
- Customer satisfaction measurement
- Call management
- Order processing
- Payment processing
- Data entry
- Documentation
- Scheduling
- Follow-up skills
- Professional telephone demeanor
- Computer proficiency
- Microsoft Office Suite
- Microsoft Outlook
- Microsoft PowerPoint
- Multi-line phone talent
- Quality control
- Filing
- Data collection
- Team development
- Staff training
- Sales expertise
- Account management
- Client relations
- Relationship building
- Assertiveness
- Dispute resolution
- Retail store support
- Order fulfillment
- Prioritization
- Administrative support
- Paperwork processing
- Active listening
Accomplishments
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Promoted products and encouraged customers to upgrade their existing product plans.
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
Languages
English
Full Professional
Timeline
Customer Service Representative
COE Distributing
10.2023 - Current
Manager
Cricket Wireless
05.2020 - 09.2023
Customer Service Cashier
Long John Silvers A&W
01.2013 - 07.2017
High School Diploma -
Uniontown High School