Jewel Hill
Winfield,AL
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
26
26
years of professional experience
Work History
Customer Service Manager
Sitel
03.2012 - 11.2019
- Processed customer service orders promptly to increase customer satisfaction.
- Took ownership of customer issues and followed problems through to resolution.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Sales Associate
Walmart
02.2013 - 04.2014
- Worked closely with shift manager to solve problems and handle customer concerns.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Helped customers locate products and checked store system for merchandise at other sites.
Cashier Team Lead
Walmart
06.2009 - 11.2012
- Provided positive first impressions to welcome existing, new, and potential customers.
- Received and processed customer payments.
- Supervised cashiers to boost customer service levels, check accurate balance for transactions and promote smooth operations.
- Assisted customers by answering questions and fulfilling requests.
- Operated POS cash register and equipment to collect payments.
- Resolved escalated customer disputes with special actions such as discounts.
- Facilitated and logged store opening, closing, and shift changes.
- Maintained and updated security protocols for front desk operations.
- Helped customers complete purchases, locate items, and join reward programs.
Technical Support Specialist
Client Logics
03.2001 - 11.2007
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Promoted efficiency among departments with prompt resolution of system issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Unit Supply Specialist (92Y)
United States Army
02.1994 - 11.1998
- Completed regular inventory counts of equipment on book for unit.
- Conducted research to address shipping errors and packaging mistakes.
- Maintained automated system for tracking group supplies and equipment.
- Entered and completed entries of commodity movements data in system and monitored commodity contract application, review and follow up.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Tracked unit supply budget and reported discrepancies to promote adherence.
Education
No Degree -
American Public University System
Charles Town, WV08.2025
Associate of Science - Theology
Grand Canyon University
Phoenix, AZ05.2005
High School Diploma -
Sulligent High School
Sulligent, AL05.1992
Skills
- Supply Chain Management
- Customer Service
- Staff Training
- Conflict Resolution Techniques
- Exceptional Telephone Etiquette
- MS Office Expertise
- Positive and Constructive Feedback
- Coordinate Events
- Business Management Principles
- Cash Handling
- Accounting Techniques
- Personnel Training and Development
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Just one day of rain will surpass a whole year of drought
Timeline
Sales Associate
Walmart
02.2013 - 04.2014
Customer Service Manager
Sitel
03.2012 - 11.2019
Cashier Team Lead
Walmart
06.2009 - 11.2012
Technical Support Specialist
Client Logics
03.2001 - 11.2007
Unit Supply Specialist (92Y)
United States Army
02.1994 - 11.1998
No Degree -
American Public University System
Associate of Science - Theology
Grand Canyon University
High School Diploma -
Sulligent High School
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