Summary
Overview
Work History
Education
Skills
Timeline
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Glorisha Paulsen

Marianna,FL

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

11
11
years of professional experience

Work History

Customer Service Associate

Walmart
06.2022 - Current
  • Cross-trained and backed up other customer service managers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Provided training and support to new associates to help provide high-quality customer service.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Managed timely and effective replacement of damaged or missing products.
  • Delivered prompt service to prioritize customer needs.
  • Developed and updated databases to handle customer data.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Handled billing and payment issues following guidelines, resolving disputes properly.
  • Responded to customer calls and emails to answer questions about products and services.
  • Utilized internal software and tools to meet customer needs and resolved issues promptly.
  • Kept detailed records of customer interactions to track and resolve issues quickly.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Customer Service Manager

Employment Screening Alliance
08.2012 - 06.2022
  • Collaborated with marketing department to launch and manage promotional activities and campaigns.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Created and reviewed invoices to confirm accuracy.
  • Kept accurate records to document customer service actions and discussions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Addressed potential cancellations and offered catered solutions to retain accounts.
  • Followed through with client requests to resolve problems.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Researched and corrected customer concerns to promote company loyalty.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.

Billing Customer Service Representative

Call Stars
02.2020 - 03.2021
  • Cross-trained and provided backup support for organizational leadership.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Trained new personnel regarding company operations, policies and services.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

High School Diploma -

Northwest Prep Academy
Memphis, TN
12.2011

Skills

  • Account Management
  • Exceptional Communicator
  • Preparation of Demonstrations
  • Customer Relationship Management
  • Inbound and Outbound Calling
  • Account Updating
  • Problem Resolution
  • Multi-Line Phone Systems
  • Monetary Transactions
  • Speaking Clearly
  • Project Management

Timeline

Customer Service Associate

Walmart
06.2022 - Current

Billing Customer Service Representative

Call Stars
02.2020 - 03.2021

Customer Service Manager

Employment Screening Alliance
08.2012 - 06.2022

High School Diploma -

Northwest Prep Academy

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Glorisha Paulsen