Itasca Hines

Summary

Accomplished Customer Service Executive with a proven track record at Timex Co., enhancing customer satisfaction and loyalty through exceptional service and rapport building. Leveraged critical thinking and Microsoft Excel proficiency to analyze trends and improve service delivery, contributing to a notable increase in team productivity. Recognized for developing empathetic client relationships and exceeding service standards.

Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in Office Coodinator's role.

Overview

years of professional experience

Work History

Customer Service Representative

Beauty Supply Warehouse

06.2016 - 04.2018

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.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Collaborated with team members to develop best practices for consistent customer service delivery.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Trained new Customer Service Representatives on company policies, procedures, and best practices.
Analyzed customer service metrics to identify trends and develop strategies for improvement.
Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Identified and resolved discrepancies and errors in customer accounts.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Customer Service Executive

Timex Co.

06.2013 - 04.2015

Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
Boosted customer retention rates by providing exceptional service and building rapport with clients.
Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
Maintained up-to-date knowledge of product and service changes.
Implemented new protocols to optimize team performance and deliver consistent results.
Collaborated with cross-functional teams to improve overall customer experience within the company.
Described product and service details to customers to provide information on benefits and advantages.
Exhibited high energy and professionalism when dealing with clients and staff.
Promptly responded to inquiries and requests from prospective customers.
Followed up with customers about resolved issues to maintain high standards of customer service.
Increased efficiency and team productivity by promoting operational best practices.
Responded proactively and positively to rapid change.
Educated customers about billing, payment processing and support policies and procedures.
Met customer call guidelines for service levels, handle time and productivity.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Sought ways to improve processes and services provided.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Created and maintained detailed database to develop promotional sales.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Identified and resolved discrepancies and errors in customer accounts.

Education

GED -

USA HelloClassRoom

Online

04-2025

High School Diploma -

Las Vegas High School

Las Vegas

06-2004

Skills

Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Relationship building
Computer proficiency

Conflict resolution
Microsoft Excel
Payment processing
Customer satisfaction measurement
Professional telephone demeanor
Scheduling
Microsoft PowerPoint
Data collection

Timeline