Isabella Rawls
Plant City,FL
Summary
Accomplished Customer Service Representative with a proven track record at Publix Grocery Store, enhancing customer satisfaction through expert conflict resolution and complaint handling. Skilled in staff training and Microsoft Excel, I boosted team productivity by 20%. Known for developing empathetic client relationships and exceeding service standards through strategic problem-solving and active listening.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Publix Grocery Store
03.2020 - Current
- Responded to customer requests for products, services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Cross-trained and provided backup support for organizational leadership.
- Cross-trained and backed up other customer service managers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and team productivity by promoting operational best practices.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained staff on operating procedures and company services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Managed timely and effective replacement of damaged or missing products.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Implemented and developed customer service training processes.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Education
High School Diploma -
Plant City High School
Plant City, FLSkills
- Staff Training
- Clerical Support
- Coordination
- Complaint Handling
- Complaint resolution
- Paperwork Processing
- Scheduling
- Call Management
- Data Collection
- Product Knowledge
- Professional telephone demeanor
- Conflict Resolution
- Multi-line phone talent
- Problem Resolution
- Computer Proficiency
- Quality Control
- Administrative Support
- Training development aptitude
- Staff education and training
- Documentation
- Dispute Resolution
- Strategic sales knowledge
- Customer Service
- Customer Relations
- Critical Thinking
- Order Fulfillment
- Store maintenance
- Service standard compliance
- Money handling abilities
- Retail store support
- Payment Processing
- Report Transcription
- Problem-solving abilities
- Conflict Mediation
- Microsoft PowerPoint
- Microsoft Excel
- Team Development
- Promotional support
- Project management abilities
- Active Listening
- Proofreading
Timeline
Customer Service Representative
Publix Grocery Store
03.2020 - Current
High School Diploma -
Plant City High School
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