Genida Toussaint
Murfreesboro,TN
Summary
I'm a dedicated and friendly customer service professional with a strong background in retail, currently working at Lowe’s and previously at Publix and Five Below. At each of these roles, I’ve developed a true passion for helping people, making every customer feel welcome, and ensuring they leave with a great experience. I take pride in being a team player, staying positive under pressure, and always going the extra mile to support both customers and coworkers. I’m excited for the opportunity to bring my energy, reliability, and strong work ethic to a new role where I can continue to grow and make a difference.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Desk Associate
Lowes
Tennessee
12.2023 - Current
- Trained new associates in company policies and procedures, ensuring consistent quality of customer care.
- Enhanced customer satisfaction by promptly addressing and resolving service inquiries.
- Reduced wait times by efficiently directing calls to appropriate departments for faster resolution.
- Contributed to the development of training materials designed to enhance service desk associate knowledge and expertise.
- Exceeded performance metrics consistently, setting an example for fellow team members as a top-performing associate.
- Recognized as a reliable resource among peers due to extensive product knowledge gained through continuous learning efforts.
- Leveraged strong problem-solving abilities to address unique customer situations effectively while adhering to company guidelines.
- Assisted customers in finding suitable products, leading to increased sales and repeat business.
- Managed high call volumes with exceptional professionalism, maintaining a positive attitude during peak hours.
- Managed high levels of call flow and responded to technical support needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Customer Service Cashier
Publix
Tennessee
02.2023 - 09.2023
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
Sales Associate
Five Below
Miami
05.2022 - 11.2022
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Analyzed customer feedback to identify areas for improvement and implemented necessary changes.
- Established rapport with regular customers, fostering long-term relationships and repeat business.
- Streamlined service processes for increased efficiency and reduced wait times for customers.
- Developed strong product knowledge, enabling quicker issue resolution and higher customer confidence.
- Maximized productivity using effective time management techniques while maintaining high-quality service standards.
- Collaborated with team members to create a positive work environment, improving overall customer experience.
- Ensured timely follow-up with customers on pending issues, leading to higher trust and loyalty.
- Implemented new strategies to effectively manage difficult customer interactions, resulting in fewer escalated issues.
- Coordinated with other departments such as sales, technical support or billing when needed, ensuring seamless service delivery across all touchpoints.
- Exceeded performance metrics consistently by actively listening to customer needs and matching them with suitable solutions.
- Managed high levels of call flow and responded to technical support needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed strong rapport with customers and created positive impression of business.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
Education
Associate Of Business Administration - Finance
Nashville Community State College
Tennessee Skills
- Verbal and written communication
- Data entry
- Service support
- Analytical thinking
- Customer service expert
- Microsoft outlook
- Account management
- Mac systems
Certification
Wordpress
Languages
French
Professional Working
Haitian creol
Native or Bilingual
Timeline
Customer Service Desk Associate
Lowes
12.2023 - Current
Customer Service Cashier
Publix
02.2023 - 09.2023
Sales Associate
Five Below
05.2022 - 11.2022
Associate Of Business Administration - Finance
Nashville Community State College