Jaleesa Michelle Roach-Green
Columbia,USA
Summary
Customer service professional with extensive experience at Palmetto State Armory, specializing in feedback analysis and relationship management. Demonstrated ability to enhance service quality and train staff, effectively resolving complex issues. Proficient in data entry and report generation, consistently achieving high levels of customer satisfaction. Collaborative Customer Service Administrator with a strong history of improving processes across departments.
Overview
17
17
years of professional experience
Work History
Customer Service Administrator
Palmetto State Armory
Columbia, SC
06.2024 - Current
- Maintained detailed records of customer interactions, complaints, comments, and inquiries in the database.
- Ensured compliance with company policies and procedures when dealing with customers.
- Created reports on customer feedback surveys to identify areas of improvement in service delivery.
- Developed strategies to improve the quality of services based on analysis of customer feedback data.
- Assisted with training new staff members on proper customer service techniques.
- Maintained accurate records of customer interactions, transactions and feedback.
- Assisted with product returns, exchanges, refunds, order cancellations, and other related tasks.
- Brainstormed with other customer service personnel to determine ways to reduce service issues and eliminate keying errors.
- Contacted customer service manager for critical issues needing immediate attention.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Customer Service Representative
Palmetto State Armory
Columbia, SC
06.2022 - 08.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered customer inquiries via phone, email, and chat.
- Maintained a high level of professionalism when dealing with difficult customers.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved customer complaints promptly and efficiently.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided accurate information about products and services to customers.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Warehouse Research Specialist
Palmetto State Armory
West Columbia, SC
02.2016 - 06.2022
- Create return authorizations in Netsuite for all incoming returns
- Process returns from customers and issuing refunds to the customers banking institution
- Check orders for fraud and inventory discrepancies
- Emails and phone calls to customers and Federal Firearm license holder for orders with issues
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered customer inquiries via phone, email, and chat.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- Provided accurate information about products and services to customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered inbound calls, chats and emails to facilitate customer service.
Warehouse Shipping Lead
Palmetto State Armory
West Columbia, SC
11.2013 - 02.2016
- Cycle Count Inventory
- Distribute work amongst crew and keep up with attendance
- Answer emails and issue credits to dissatisfied customers and invoice credits for vendors
Warehouse Associate
Bose through (Prologistix Staffing)
Blythewood, SC
03.2012 - 11.2013
- Pick and Pack orders for shipping
- Build pallets for stores and create bill of lading for UPS drivers
- Stock replenish for bin locations
Warehouse Clerk
Scientific Games
Blythewood, SC
09.2008 - 05.2010
- Pick and Pack lottery tickets
- Process returns and note them in SAP for store credit
- Cycle Counts of inventory
Education
High School Diploma -
Fairfield Central High School
Winnsboro, SC06.2008
Skills
- Customer service and support
- Data management
- Relationship management
- Feedback analysis
- Report generation
References
References are available on request.
Timeline
Customer Service Administrator
Palmetto State Armory
06.2024 - Current
Customer Service Representative
Palmetto State Armory
06.2022 - 08.2024
Warehouse Research Specialist
Palmetto State Armory
02.2016 - 06.2022
Warehouse Shipping Lead
Palmetto State Armory
11.2013 - 02.2016
Warehouse Associate
Bose through (Prologistix Staffing)
03.2012 - 11.2013
Warehouse Clerk
Scientific Games
09.2008 - 05.2010
High School Diploma -
Fairfield Central High School
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