Florence Collins
Duluth,GA
Summary
Proven track record in enhancing customer satisfaction and streamlining order processes at Walmart, demonstrating exceptional problem-solving and customer engagement skills. Skilled in complaint resolution and maintaining order accuracy, I've effectively led teams to exceed service goals, fostering loyalty and improving operational efficiency.
Overview
22
22
years of professional experience
Work History
Online Grocery Associate
Walmart
5200 Windward Pkwy Alpharetta GA 30004
07.2003 - 07.2022
- Managed multiple priorities simultaneously, consistently meeting or exceeding deadlines for order completion and pickup times.
- Improved customer satisfaction by efficiently and accurately fulfilling online grocery orders.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Tracked substitutions and informed customers of changes.
Customers Service/ Customer Service Supervisor
Walmart
5200 Windward Pkwy Alpharetta GA 30004
08.2003 - 03.2022
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Researched and corrected customer concerns to promote company loyalty.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
Customer Service Cashier
K-Mart Department Store
900 NW 76th Blvd #3424 Gainesville Florida 32606
06.2000 - 06.2021
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
Customers Service Cashier
K-Mart Department Store
2420 Wisteria Dr Snellville GA 30078
07.2002 - 06.2003
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
Education
High School Diploma -
East Atlanta High
1820 Mary Dell Dr Atlant Ga 3031606.1979
Skills
- Customer Engagement
- Flexible scheduling
- Order Accuracy
- Complaint resolution
Timeline
Customers Service/ Customer Service Supervisor
Walmart
08.2003 - 03.2022
Online Grocery Associate
Walmart
07.2003 - 07.2022
Customers Service Cashier
K-Mart Department Store
07.2002 - 06.2003
Customer Service Cashier
K-Mart Department Store
06.2000 - 06.2021
High School Diploma -
East Atlanta High