Haven Crawford
Cookeville,TN
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
6
6
years of professional experience
Work History
Customer Service Specialist
Averitt Express
Cookeville, TN
10.2023 - Current
- Resolved customer complaints related to shipment delays or damages in an effective manner.
- Organized and monitored shipments to ensure they were delivered on time and within budget.
- Answered incoming calls promptly and in a courteous manner, addressing customer inquiries with accurate information.
- Utilized computer systems to accurately log customer interactions and tracked call resolution times for quality assurance purposes.
- Performed outbound calls as needed to follow-up on customer requests or inform them on their shipments.
- Organized delivery schedules and provided customers with timely updates.
Merchandise Manager
Five Below
Cookeville, TN
09.2019 - 10.2023
- Focus on increasing comp sales by 10%+ over LY
- Followed purchasing policies and procedures that complied with company standards and regulatory requirements
- Interacted with customers to obtain feedback and drive satisfaction
- Monitored inventory levels and avoided shortages with timely replenishment of stock
- Conduct inventory and restock throughout work day
- Created employee work schedules for optimum coverage and labor cost control
- Partnered with store and district management to capitalize on new retail business opportunities
- Took ownership of customer issues and followed problems through to resolution
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Support Lead
Five Below
06.2019 - 09.2019
- Used POS system to enter orders, process payments and issue receipts
- Handled cash with high accuracy and took care to check bills for fraud
- Tallied cash drawer at beginning and end of each work shift
- Responded to customer inquiries and provided technical assistance over phone and in person
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffng shortages
- Greeted customers, helped locate merchandise, and suggested suitable options
- Processed customer returns to manage smooth refunds and exchanges following store procedures.
Sales Associate
Five Below
08.2018 - 06.2019
- Used POS system to enter orders, process payments and issue receipts
- Contributed to team objectives in fast-paced environment
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases
- Helped customers complete purchases, locate items, and join email lists.
- Maintained clean sales floor and straightened and faced merchandise.
Education
Associate of Science -
Volunteer State Community College
Gallatin, TN05.2024
High School Diploma -
Cookeville High School
05.2017
Skills
- Client focused
- Quick learner
- POS system knowledge
- Retail sales
- Merchandising
- Shipment Processing
- Customer Interaction
- Manager Coaching and Training
- Account Updating/Management
- Delivery Tracking
- Customer Service
- Microsoft Office Expertise
- Follow-Up Skills
Timeline
Customer Service Specialist
Averitt Express
10.2023 - Current
Merchandise Manager
Five Below
09.2019 - 10.2023
Support Lead
Five Below
06.2019 - 09.2019
Sales Associate
Five Below
08.2018 - 06.2019
Associate of Science -
Volunteer State Community College
High School Diploma -
Cookeville High School
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