Glennaye McMillian-Sloan
Clinton,NORTH CAROLINA
Summary
Accomplished CRM professional with a proven track record at Progressive, enhancing customer satisfaction and loyalty through expert customer relations and team leadership. Skilled in customer relationship management and training, consistently exceeding quality standards. Demonstrated ability to mentor teams for peak performance, significantly improving service delivery and operational efficiency. Experienced CRM bringing 1 year of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CRM
Progressive
07.2023 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
Customer Service Associate
Lowe's
04.2020 - 08.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Enhanced brand image by consistently delivering service beyond expectations.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Lead Sales Associate
Dollar General
02.2016 - 12.2017
- Handled cash register operations and customer transactions to process payments.
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
- Processed and stocked merchandise in accordance with store standards.
- Contributed towards improving overall store ambience by maintaining a clean and organized work environment.
- Performed inventory control procedures to manage stock.
- Trained, coached, and mentored new sales associates for maximum performance.
- Maintained store visual standards by setting up window and interior displays to merchandising guidelines.
- Trained new sales associates to ensure consistent performance across the team.
Education
High School Diploma -
E.E Smith High School
Fayetteville, NC06.2001
Skills
Customer Relations
Training and mentoring
Customer Relationship Management
Customer Service
Team Leadership
Teamwork and Collaboration
Certification
CNA I
Credentials I & II
ABC's of Childare
Timeline
CRM
Progressive
07.2023 - Current
Customer Service Associate
Lowe's
04.2020 - 08.2020
Lead Sales Associate
Dollar General
02.2016 - 12.2017
High School Diploma -
E.E Smith High School
CNA I
Credentials I & II
ABC's of Childare
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