Summary
Overview
Work History
Education
Skills
Timeline
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Isis James

Chicago,IL

Summary

Dynamic Customer Service Lead at Target with a proven track record in enhancing customer satisfaction and team efficiency. Skilled in cash handling and conflict resolution, I successfully implemented training procedures that improved performance. My strong communication and problem-solving abilities fostered a collaborative environment, driving productivity and loyalty among customers.

Customer service professional prepared to lead teams with focus on achieving high customer satisfaction and operational efficiency. Brings valuable experience in resolving customer issues and improving service quality. Known for strong team collaboration and adaptability to changing needs, ensuring consistent performance.

Overview

8
8
years of professional experience

Work History

Customer Service Lead

Target
04.2023 - 03.2025
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Improved team efficiency by implementing new training procedures and streamlining work processes.
  • Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
  • Reviewed associate performance to identify training needs.

Opening Shift Manager

McDonald's Restaurant
03.2022 - 03.2023
  • Supervised team members and oversaw effective and efficient completion of job duties.
  • Distributed necessary tasks and duties during each shift.
  • Maintained accurate cash handling procedures throughout each shift while managing register transactions efficiently.
  • Promoted a culture of teamwork, leading by example with strong work ethic and dedication to company goals.
  • Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Boosted customer satisfaction, introducing customer feedback system to address and rectify concerns promptly.
  • Oversaw food preparation and monitored safety protocols.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.

Remote Customer Service Representative

Groupon
01.2020 - 05.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.

Sorter /Customer Sales Representative /Lead Merchandiser

Akira
12.2018 - 06.2020
  • Worked collaboratively with colleagues in fast-paced environment to meet tight deadlines for sorting.
  • Used hand-held scanners to sort items into specific categories.
  • Stacked items according to weights, sizes, types, and picking priorities.
  • Reduced errors in the sorting process by conducting thorough quality checks and maintaining accuracy.
  • Maintained high standards of cleanliness and safety within the workplace, reducing potential hazards during the sorting process.
  • Operated pallet jacks to move large and heavy items for sorting.
  • Followed company policies and procedures to produce consistent work results.
  • Assessed and sorted items into containers or designated areas according to classification, size, and condition.
  • Utilized sorting systems to sort items fast and accurately.

Cashier

Jewels Osco
01.2018 - 12.2018
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Answered questions about store policies and addressed customer concerns.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.

Janitorial Manager

TGI Fridays
06.2017 - 05.2018
  • Improved facility cleanliness by conducting regular inspections and addressing issues promptly.
  • Increased client satisfaction by consistently maintaining a clean and safe environment for occupants.
  • Established strong communication channels among team members, fostering a positive work environment that encouraged feedback and collaboration.
  • Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
  • Enhanced customer satisfaction by ensuring tables were cleared and cleaned promptly after guests left.
  • Maintained a clean and safe dining environment by sweeping floors, wiping down surfaces, and keeping walkways clear of debris.
  • Assisted servers in managing their sections effectively, providing timely water refills and bread service.
  • Worked quickly, communicated with other staff and always looked for better ways of completing tasks to improve productivity and keep tables ready for incoming guests.
  • Supported the overall dining experience by setting up tables with appropriate silverware, glassware, and linens.
  • Contributed to smooth restaurant operations by promptly resetting tables for new customers.
  • Trained new staff in bussing and cleaning procedures.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Education

No Degree - Accounting And Finance

Olive Harvey College
10001 S Woodlawn Ave Chicago Illinois 60628
01-2027

High School Diploma -

Orr Academy
703 S Pulaski Chicago Illinois 60624
06-2019

Skills

  • Email etiquette
  • Payment processing
  • Cash handling
  • Business writing
  • Department operations
  • Inventory control
  • Account management
  • Product location
  • Telephone etiquette
  • Call center experience
  • Administrative support

Timeline

Customer Service Lead

Target
04.2023 - 03.2025

Opening Shift Manager

McDonald's Restaurant
03.2022 - 03.2023

Remote Customer Service Representative

Groupon
01.2020 - 05.2022

Sorter /Customer Sales Representative /Lead Merchandiser

Akira
12.2018 - 06.2020

Cashier

Jewels Osco
01.2018 - 12.2018

Janitorial Manager

TGI Fridays
06.2017 - 05.2018

No Degree - Accounting And Finance

Olive Harvey College

High School Diploma -

Orr Academy

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Isis James