Icis Ellis
Auburn,AL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Lowes Home Improvment
10.2021 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to team success, consistently achieving call center performance metrics.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Tracked customer service cases and updated service software with customer information.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Cashier
Lanett Beauty
09.2020 - 10.2021
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Education
High School Diploma -
Smiths Station High School
Smiths Station, ALSkills
- Billing coordination
- Customer Service
- First Call resolution
- Payment Processing
- Customer Relations
- Problem Resolution
- Staff education and training
- Order Fulfillment
- Active Listening
- Policies and Procedures Adherence
- Direct Sales
- Custom order management
- Self Motivation
Timeline
Customer Service Representative
Lowes Home Improvment
10.2021 - Current
Cashier
Lanett Beauty
09.2020 - 10.2021
High School Diploma -
Smiths Station High School
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