Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative
Jemise Douglas

Jemise Douglas

Batavia,IL

Summary

Dynamic Customer Service Representative with proven success at Walmart, excelling in complaint handling and active listening. Recognized for enhancing customer satisfaction through effective problem resolution and building rapport, leading to increased retention. Skilled in data entry and critical thinking, consistently exceeding performance targets while fostering a positive service culture. Being professional, yet empathetic to ensure each customer finishes feeling satisfied and respected.

Overview

27
27
years of professional experience

Work History

Customer Service Representative

Walmart
05.1998 - Current
  • Managed customer complaints with care, fostering increased customer retention.
  • Resolved challenging issues swiftly, balancing customer satisfaction with company interests.
  • Responded to customer requests for products, services, and company information.
  • Increased customer satisfaction through timely resolution of concerns.
  • Effectively managed disputes in stressful environments.
  • 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.
  • Partnered with team to formulate strategies for uniform customer service delivery.
  • Enhanced sales by identifying customer needs and offering additional products.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Regularly exceeded targets, receiving accolades as a standout performer in the team.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Elevated team morale by frequently celebrating coworkers' accomplishments.
  • Managed detailed records for effective customer service.
  • Managed challenging customer situations, reinforcing belief in company's service quality.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Optimized customer complaint handling with improved problem-solving methods.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • 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.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Investigated strategies to refine and improve service offerings.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Cross-trained and provided backup support for organizational leadership.
  • Investigated and resolved accounting, service and delivery concerns.
  • Trained staff on operating procedures and company services.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Cross-trained and backed up other customer service managers.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

High School Diploma -

Proviso West
Hillside, IL

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience
  • Complaint handling
  • Professional telephone demeanor
  • De-escalation techniques
  • Building rapport
  • Assertiveness

Languages

English
Professional Working
American Sign Language
Limited Working

Timeline

Customer Service Representative

Walmart
05.1998 - Current

High School Diploma -

Proviso West

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