Halie Hamilton
Jacksonville,AR
Summary
Dynamic Customer Service Representative Team Lead at TTEC Services with expertise in training and development, and a proven track record in dispute resolution. Recognized for enhancing service excellence and mentoring teams to achieve high customer satisfaction. Skilled in quality control and effective scheduling, driving operational efficiency and fostering collaborative projects.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative Team Lead
TTEC Services
Jacksonville, AR
08.2018 - Current
- Guided employees in handling difficult or complex problems.
- Maintained up-to-date knowledge about procedures with our client.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved escalated customer complaints in a timely manner.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Encouraged open communication between team members about best practices for handling difficult customers.
- Assessed team workloads to ensure adequate coverage during peak periods of demand.
- Completed day-to-day duties accurately and efficiently.
- Worked with cross-functional teams to achieve goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified needs of customers promptly and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
Customer Service Cashier
Walmart
Sherwood, AR
06.2015 - 08.2018
- Greeted customers and provided friendly customer service.
- Recommended, selected, located, and obtained products to meet customer needs.
- Maintained work area and kept cash drawer organized.
- Welcomed customers, offering assistance to help find store items.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Processed returned merchandise by strictly following store return and exchange procedures.
- Assisted co-workers with tasks as needed to ensure smooth operations of the store.
- Maintained cleanliness of the checkout area by sweeping floors, emptying trash cans.
- Checked personal identifications during alcohol and tobacco sales.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Collected credit card and cash payments to complete transactions for customer orders.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Scanned items and checked pricing on cash register for accuracy.
- Organized items purchased by customers according to their type or size for easy retrieval during checkout.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
Customer Service Representative
Kohls Department Store
Bryant, AR
08.2013 - 07.2016
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed strong customer relationships to encourage repeat business.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Worked with cross-functional teams to achieve goals.
- Completed day-to-day duties accurately and efficiently.
Education
High School Diploma -
Bryant High School
Bryant, AR05-2013
Associate of Science - Nursing
Pulaski Technical College
North Little Rock, ARSkills
- Service excellence
- Training and development
- Dispute resolution
- Leadership and teamwork
- Quality control
- Collaborative projects
- Task prioritization
- Analytical problem solving
- Customer complaint resolution
- Call center proficiency
- Professional communication skills
- Effective scheduling
Accomplishments
- 100+ ADNR Club
- Team Lead
- Part of the Mentor Program for Sherwood
Affiliations
- Work out every day to gain a better life style.
- Church coffee House leader at That.Church.
- Reading to keep learning.
- Network and connect with others.
Certification
- Mandatory Reporter
References
References available upon request.
Timeline
Customer Service Representative Team Lead
TTEC Services
08.2018 - Current
Customer Service Cashier
Walmart
06.2015 - 08.2018
Customer Service Representative
Kohls Department Store
08.2013 - 07.2016
High School Diploma -
Bryant High School
Associate of Science - Nursing
Pulaski Technical College