Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Timeline
Generic

Hope Odquist

Costa Mesa,CA

Summary

Multifaceted Shift Lead and Lead Trainer with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset.

Overview

5
5
years of professional experience

Work History

Senior Customer Service Specialist - Lead Trainer

WATERWORKS AQUATICS
07.2021 - Current


  • Addressed various internal and external customer questions and concerns regarding shipments, billing, status, services, carriers and scheduling needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Engaged clients in person, over phone and through email to answer questions and address complaints to support client retention and drive sales.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Excelled in customer call guidelines for service levels, handle time, productivity and client satisfaction surveys.
  • Reviewed associate performance to identify training needs.
  • Trained new personnel regarding company operations, policies and services.
  • Increased efficiency and team productivity by anticipating needs and delivering outstanding support.
  • Cross-trained and provided backup support for organizational leadership and other customer service managers.

Sales Associate Specialist

Nordstrom Rack
08.2018 - 03.2020
  • Answered questions about store policies and addressed customer concerns.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Worked to exceed special targets for credit card applications, special donations and specific product promotions.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Trained and supervised new employees to use selling strategies and apply best practices.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

Education

Associate of Science - Radiation Therapy

Orange Coast College
Orange County, CA
10.2023

Associate of Science - Biology

MiraCosta College
Oceanside, CA
10.2023

Bachelor's - Business Marketing and Management

California State University San Marcos
San Marcos, CA
06.2018

Skills

  • Team Building
  • Leadership
  • Project Management
  • Documentation review
  • SOP Writing
  • Conflict Management
  • Documentation Review
  • Account Management
  • Cross-Functional Collaboration
  • Training Development Aptitude
  • De-Escalation Techniques
  • MS Office
  • Sales and Upselling
  • Calm and Professional Under Pressure
  • Work Prioritization
  • Call Center Operations

Accomplishments

  • Supervised team of 8 staff members.
  • Collaborated with team of 4 in the development of quarterly events.
  • Resolved product issue through consumer testing.

Awards

Rookie of the Year 2021

Recognition for being the most productive, supportive and reliable employee in 2021.

Moral and Leadership 2022

Exemplified the highest standards of professionalism in the work place. I am self responsible and take accountability for both my success and work ethic. I am approachable and show passion in my work, which sparks positive change in the workplace.

Timeline

Senior Customer Service Specialist - Lead Trainer

WATERWORKS AQUATICS
07.2021 - Current

Sales Associate Specialist

Nordstrom Rack
08.2018 - 03.2020

Associate of Science - Radiation Therapy

Orange Coast College

Associate of Science - Biology

MiraCosta College

Bachelor's - Business Marketing and Management

California State University San Marcos

Similar Profiles

CREATE PROFILE
Hope Odquist