- Crafting and DIY Projects
- Creative Writing
Janice Hodge
Sanford,NC
Summary
Creative professional with history of exceeding customer and patron expectations. Hardworking accustomed to fast-paced call center, retail and office environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in standards and best practices. Technologically-savvy with proven customer service.
Overview
19
19
years of professional experience
Work History
Jewelry Artist and Craft Designer
Freelance Arts and Crafts designer
06.2006 - Current
- Developed unique piece designs for individual clients.
- Adjusted designs to meet client demands.
- Completed research on seasonal market trends and customer buying preferences.
- Consulted with customers about desires and sizing needs for each piece.
- Achieved cost savings by developing functional solutions to jewelry costs.
- Find the best materials and stones for high-quality pieces.
- Evaluated pieces to assess quality and accuracy according to design.
- Contributed to the creative process through original ideas and inspiration.
Customer Service Representative/Clerical Assistant
Ultimate Staffing
11.2019 - 11.2019
- Participated in focus groups for local attorney practice.
Sales Floor Team Member
Macy's
11.2018 - 01.2019
- Contributed to company success by excellent customer service.
- Input POS transactions, customer merchandise inventory lookup, assistance with purchase questions, recommend store card as an option for purchases, payment transactions, keeping merchandise area neat and organized, and other assigned duties by the team lead.
- Experience with ready-to-wear sales.
- Assisted customers based on currently available product, promotional, and policy information.
- Helped customers complete purchases, including processing payments and bagging items.
- Explained store policies to customers during checkout, which resulted in fewer complaints to the customer service desk.
- Cross-sold items by using persuasion skills, increasing retail revenues.
- Pleasantly helped customers by finding requested items, boosting store revenues, and improving retention rates.
- Assisted customers in locating desired products quickly, minimizing wait times, and enhancing overall experience.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Provided prompt assistance at cash registers during peak hours, keeping lines moving efficiently and maintaining customer satisfaction levels high.
- Engaged in friendly conversation with customers to better uncover individual needs.
Health Interviewer
HR Directions, LLC./Greene Resources
11.2017 - 01.2018
- Completed surveys for local government agencies responsible for implementing healthcare guidelines for their local jurisdictions.
- Checked all contact information from research subjects for accuracy and implemented it into the company's computer system.
- Utilized script for on-demand phone project assignment to deliver surveys to recipients.
- Maintained confidentiality when addressing sensitive information with tact and diplomacy.
- Entered participant data into databases.
- Verified that interviewees completed the survey fully before concluding the interview.
- Collected information related to healthcare needs and choices through conduction of thorough interviews.
Technical Support
Xerox Commercial Solutions, LLC
07.2012 - 12.2013
- Delivered empathetic, courteous, and technical support for mobile cellular service.
- Provided quality support in an accurate and timely manner by protocols, and problem-solving approach in the spirit of cooperation in a team environment.
- Utilized the first call resolution of inbound mobile telephone support for customers requiring basic and advanced problem resolution.
- Diagnosed device issues using handset simulations, network coverage, technical issues, data services, and troubleshooting computer internet connections with company tools and documents.
- High volume call center setting.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Improved customer satisfaction by providing comprehensive technical support and troubleshooting for complex applications.
CUSTOMER SERVICE, RETAIL SALES CLAIMS PROCESSING
Various Staffing Agency
01.2010 - 06.2012
- Worked with various staffing agencies in administrative and clerical assignments.
- Office support and receptionist responsibilities.
- Office Support/Clerical and Claims Customer Service.
Claims/Customer Service Representative
Kelly Services/State of North Carolina
11.2005 - 08.2008
- Processed unclaimed property for the State of North Carolina.
- Handled customer service inquiries about unclaimed property claims.
- Processed claims through the NC Wagers system.
- Inbound call experience.
- Supported office needs including taking messages, scanning documents, and routing business correspondence.
- Implemented word change on claim documents resulting in efficient claim processing.
- Ensured accurate documentation and record-keeping, adhering to company policies and industry regulations.
Education
Bachelor of Science - Business Administration
Fayetteville State University
Fayetteville NC05.1988
No Degree - Continuing Education Courses (Non-degree)
Wake Technical Community College
Raleigh, NC05.2021
Skills
- Arts and Crafts
- Customer Service
- Local government
- Office
- POS (Point of sale)
- Cell Phone Technical Support
- Unclaimed property claims
- Microsoft Office
- Credit card payment processing
- In-store support
- Business development
- Customer relations
- Data entry
- Critical thinking
- Customer service
- Call center operations
- Relationship building
- Administrative support
- De-escalation techniques
- Retail store support
Interests
Timeline
Customer Service Representative/Clerical Assistant
Ultimate Staffing
11.2019 - 11.2019
Sales Floor Team Member
Macy's
11.2018 - 01.2019
Health Interviewer
HR Directions, LLC./Greene Resources
11.2017 - 01.2018
Technical Support
Xerox Commercial Solutions, LLC
07.2012 - 12.2013
CUSTOMER SERVICE, RETAIL SALES CLAIMS PROCESSING
Various Staffing Agency
01.2010 - 06.2012
Jewelry Artist and Craft Designer
Freelance Arts and Crafts designer
06.2006 - Current
Claims/Customer Service Representative
Kelly Services/State of North Carolina
11.2005 - 08.2008
Bachelor of Science - Business Administration
Fayetteville State University
No Degree - Continuing Education Courses (Non-degree)
Wake Technical Community College
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