Jalen Smith
Des Plaines,IL
Summary
Experience in customer service and Leadership. I possess a strong skill set in communication, problem-solving, and conflict resolution. My focus is on providing positive experiences by effectively managing customer inquiries and resolving concerns, consistently delivering exceptional service. I maintain composure and prioritize customer satisfaction even under pressure, fostering lasting client relationships. I recognize the importance of understanding members' emotional states and needs, responding appropriately to ensure utmost satisfaction.
Overview
7
7
years of professional experience
Work History
Warehouse Lead
Pet Food Experts
05.2021 - Current
- Trained employees on equipment operation and safety protocols.
- Managed a team of warehouse personnel, delegating tasks effectively to optimize workflow.
- Managed day-to-day operations of warehouse, freight and parcel shipments, returns, and transfers.
- Followed verbal and written instructions to properly move and ship products.
- Oversaw daily operations and shipping and handling processes.
- Supervised warehouse operations by managing employees during shifts.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
Member Services Team Lead
Walmart
01.2018 - 05.2021
- Reduced wait times by implementing an effective queuing system for in-person inquiries and requests.
- Established strong relationships with members through personalized attention and proactive communication.
- Worked closely with sales teams during promotional campaigns to ensure seamless coordination between departments benefiting both new and existing members.
- Enhanced member satisfaction by providing exceptional customer service and promptly addressing concerns.
- Promoted a positive work environment through team-building activities and transparent communication among staff members.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
Associates Degree - Business Administration
Northeastern University
Chicago, IL01.2020
Skills
Conflict Resolution Product Knowledge
Tech Savviness Time Management
Problem-Solving Multitasking Data Analysis
Upselling & Cross-Selling Relationship Building
Timeline
Warehouse Lead
Pet Food Experts
05.2021 - Current
Member Services Team Lead
Walmart
01.2018 - 05.2021
Associates Degree - Business Administration
Northeastern University