Summary
Overview
Work History
Education
Skills
Timeline
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Georgemichael Hencon

La Mesa,CA

Summary

Accomplished Customer Service Representative with a proven track record at Jacksons Food Stores, enhancing customer loyalty and resolving high-stress disputes with empathy and professionalism. Expert in leveraging critical thinking and computer proficiency to improve team performance and customer satisfaction. Skilled in mentoring new hires, significantly contributing to team development and operational efficiency. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Jacksons Food Stores
09.2021 - Current
  • 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.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Customer Service Representative

Speedway Gas Station
08.2018 - 09.2021
  • 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.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Customer Service Representative

Contract Management Services
05.2012 - 08.2018
  • 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.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Created and maintained detailed database to develop promotional sales.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Trained new personnel regarding company operations, policies and services.
  • Delivered prompt service to prioritize customer needs.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Education

Computer Science /networking - Computer Networking

San Diego College
San Diego
06.2015

GED -

Imperial Valley College
Imperial, CA
06.1992

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Customer Relations
  • Problem Resolution
  • Computer Proficiency
  • Money handling abilities
  • Scheduling
  • Team Development
  • Documentation
  • Store maintenance

Timeline

Customer Service Representative

Jacksons Food Stores
09.2021 - Current

Customer Service Representative

Speedway Gas Station
08.2018 - 09.2021

Customer Service Representative

Contract Management Services
05.2012 - 08.2018

Computer Science /networking - Computer Networking

San Diego College

GED -

Imperial Valley College

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Georgemichael Hencon