Jena Richardson
Customer Service Team Lead
Florence,AL
Summary
Well-qualified Customer Service Leader proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Overview
10
10
years of professional experience
Work History
Customer Service Team Lead
Books-A-Million
03.2021 - 04.2023
- Oversaw team of 10-15 agents focused on outbound calls.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Used Zendesk to keep records of customer interactions, customer accounts, and file documents.
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities
- Resolved customer service issues using company processes and policies and provided updates to customers
- Handled day-to-day customer contact via phones, chat, and emails.
Front End Supervisor
Walmart
04.2013 - 11.2020
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Maintained accurate records of sales and financial transactions.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Monitored cash drawers in 10-15 checkout stations to verify adequate cash supply.
- Maintained professional, organized, and safe environment for employees and patrons.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs
Education
High School Diploma -
05.2013
High School Diploma - undefined
Skills
- Microsoft Office
- Zendesk
- POS Systems Expertise
- Professional Relationships
- Verbal and Written Communication
- Leadership
- Customer Service
- Daily Logs
- Quality Control
- Ability to type 40-50 WPM
Languages
- English
Timeline
Customer Service Team Lead - Books-A-Million
03.2021 - 04.2023
Front End Supervisor - Walmart
04.2013 - 11.2020
Fort Knox High School - High School Diploma,
- High School Diploma,
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