GHENETT TONGE
Ocala,FL
Summary
Adaptable and professional individual with over 12 years of experience, offering proven expertise in conflict resolution, customer communications, and ensuring customer satisfaction. Seeking to utilize skills and knowledge to contribute effectively to a Customer Care role within your esteemed organization.
Overview
13
13
years of professional experience
Work History
Phone Operator
Best Buy
06.2019 - Current
- Used company's paging system to immediately contact specific personnel
- Maintained accurate directory of all personnel and phone extensions
- Responded to customer inquiries with patience and positivity to establish excellent first impression
- Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
- Collected personal information from customers to accurately document requests
Customer Service Representative
Ashley's Furniture
05.2021 - 10.2021
- 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.
- 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.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Sales
Nordstrom
08.2014 - 02.2016
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns
- Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior
- Pursued resolutions to achieve complete satisfaction, including tracking down hard-to-find merchandise at diverse locations
- Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions
- Protected purchase items with proper bagging and wrapping to prevent damage
- Kept on top of changes to store products and promotions to maintain strong sales
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction
- Worked to build relationships with customers and built potential for additional sales
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction
- Greeted customers, helped locate merchandise and suggested suitable options
- Listened to clients and developed solutions to satisfy business and personal needs
- Asked open-ended questions to determine needs and assisted customers in selecting appropriate merchandise
Sales lead Key holder
Joe's Jeans
09.2013 - 09.2014
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Monitored social media and online sources for industry trends
- Trained and hired Customer service
- Cleaned
- Open/closed store
Sales lead key holder
Gymboree Outlet
08.2011 - 09.2013
- Supervised team workflow, including managing customer needs and delegating tasks to employees for optimal coverage
- Oversaw inventory replenishment and other daily functions to maintain smooth operational flow and address surprise issues head-on
- Increased sales by promoting new offerings and maintaining current knowledge of merchandise, sales and key product features
- Oversaw store operations by counting cash drawers, reviewing equipment to ensure functioning and providing leadership
- Assisted with team responsibilities by cleaning, managing cash registers and product merchandising
- Handled administrative tasks efficiently, including preparing bank deposit and drafting sales reports to keep daily processes running smoothly
- Performed as integral staff member in streamlining opening and closing procedures
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance
- Educated customers about product and service offerings, special deals and newly released offerings to help each person make informed choices
Education
High School Diploma -
Teaneck High
Teaneck, NJ06.2010
Skills
- Data Entry
- Telephone Etiquette
- Empathy and patience
- Appointment Scheduling
- Social Perceptiveness
- Emergency Response
- Administrative tasks
- Building rapport
- Information assistance
- Call distribution
- Excellent Phone Demeanor
- Clear Communication
- Typing Skills
- Computer Skills
- Flexible Schedule
- Greeting customers
- Telecommunications
- Front Desk Management
- Client Service
- Switchboard Operation
- Front Desk Operations
- Recordkeeping
- Schedule Coordination
- Call Routing
- Follow-up skills
- Clerical Support
- Attention to Detail
- Customer Service
- Critical Thinking
- Team Collaboration
- Customer Needs Assessment
- Active Listening
- Decision-Making
Timeline
Customer Service Representative
Ashley's Furniture
05.2021 - 10.2021
Phone Operator
Best Buy
06.2019 - Current
Sales
Nordstrom
08.2014 - 02.2016
Sales lead Key holder
Joe's Jeans
09.2013 - 09.2014
Sales lead key holder
Gymboree Outlet
08.2011 - 09.2013
High School Diploma -
Teaneck High