Summary
Overview
Work History
Education
Skills
Timeline
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Hannah Freeman

Livonia,MI

Summary

Well-qualified Customer Service Team Leader proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments. Dedicated knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

6
6
years of professional experience

Work History

Customer Service Team Leader

Farmer John's Greenhouse
01.2023 - Current
  • Mentored new hires, providing guidance to ensure their successful integration into the team.
  • Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
  • Handled day-to-day customer contact via phone calls and emails.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Collaborated with management to develop strategies aimed at improving overall team performance.
  • Reduced staff turnover building relationships with my team by trust and respect, open communication, and getting feedback.
  • Building customer relationships by getting to know them, what they like, what they are interested in.
  • Creating producers to make our customer service area flow easier.
  • Learning and negating the POS Counterpoint system.
  • Scheduling team members for upcoming shifts and covering when needed, such as a call off/no show.
  • Collaborating with team members on upcoming busy times by figuring out ways to make it less stressful and more efficient; getting feedback by having team discussions and meetings.
  • Ability to work long hours when needed, able to work 40-60 hours per week for the stores requirements.
  • Instructing others by teaching and figuring out how to learn or do something for the store.
  • Ability to lead and develop a customer service team by providing guidance, coaching, and mentorship.
  • Ability to remain calm under pressure, empathize with customers' concerns, and find creative solutions to meet their needs while maintaining company policies and standards.
  • Ability to adapt to changing situations and customer needs while maintaining a positive attitude. Showcase instances where you've successfully managed challenging situations, adjusted strategies as needed, and remained resilient in the face of adversity.


Customer Service

Farmer Johns Greenhouse
10.2022 - 01.2023
  • Provided outstanding customer service.
  • Developed customer service scorecards to measure customer service performance.
  • Provided exemplary customer service on each field visit to deliver exemplary customer service.
  • Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
  • Improved customer service ratings and accurately solved problems using active listening and customer service skills.
  • Directed cleaning, restocking, and customer service activities.
  • Utilized customer feedback to improve customer service.
  • Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
  • Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
  • Collaborated with team members to improve overall response times and service quality.
  • Enhanced customer experiences by providing timely and accurate information on products and services.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Managed timely and effective replacement of damaged or missing products.

Sales Associate

Dreambox Boutique
03.2022 - 09.2022
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Greeted customers and helped with product questions, selections, and purchases.
  • Handled cash transactions efficiently while adhering to cash handling, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Prepared merchandise for sales floor by steaming, pricing, tagging.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
  • Packaged clothing to prepare for shipping.


Receptionist

Secretz Salon
04.2018 - 06.2020
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
  • Maintained up-to-date knowledge of salon services and industry trends in order to provide accurate information and recommendations to clients.
  • Communicated with team members if clients canceled or changed appointment times.
  • Preformed opening and closing duties such as cleaning, stocking, making coffee, laundry, organizing paperwork, etc.
  • Implemented effective appointment reminder system via phone calls or text messages to reduce no-shows and last-minute cancellations.


Education

Associate of Applied Science - Small Business Entrepreneur

Schoolcraft College
Livonia, MI
06.2023

Skills

  • Team Management
  • Complaint resolution
  • Call center experience
  • Retail store support
  • Sales expertise
  • Decision-Making
  • Team Building and Motivation
  • Goal Setting and Achievement
  • Leadership Development
  • Microsoft Outlook, Word, and Excel
  • Product Knowledge
  • Conflict Management

Timeline

Customer Service Team Leader

Farmer John's Greenhouse
01.2023 - Current

Customer Service

Farmer Johns Greenhouse
10.2022 - 01.2023

Sales Associate

Dreambox Boutique
03.2022 - 09.2022

Receptionist

Secretz Salon
04.2018 - 06.2020

Associate of Applied Science - Small Business Entrepreneur

Schoolcraft College

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Hannah Freeman