Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Joan Norsworthy

Salem,New York

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in many industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 10-year background maintaining customer satisfaction and contributing to company success. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Retail professional with extensive knowledge of fashion industry and current trends. Enjoys helping customers find stylish and affordable clothing and accessories. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Customer Service Associate

Cumberland Farms
Greenwich, NY
09.2016 - 01.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Executes excellent sales floor merchandising and selling.
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
  • Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Demonstrated items to customers and created customer awareness, interest and sales.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Recommended products to customers, thoroughly explaining details.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.

Food Service Worker

Cumberland Farms
Greenwich, NY
09.2016 - 01.2022
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Greeted customers at counter to fulfill requests and answer questions.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Sanitized dining ware and kitchen equipment according to health code standards.
  • Replenished condiments, beverages and supplies while maintaining cleanliness of service areas.
  • Made food according to standard recipes with requested changes for customer satisfaction.
  • Learned other teammates' work tasks to train as backup.
  • Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures.
  • Kept supplies in sufficient stock by assessing inventory levels and reporting lower stock items.
  • Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests.
  • Compiled recipe ingredients and prepared for cooks by washing, cutting or measuring food items.
  • Prepared recipe ingredients by washing, peeling, cutting and measuring.
  • Circulated kitchen area to receive work assignments and identify support tasks.
  • Inspected equipment, refrigerators and warming lamps to check compliance with safe operating levels.
  • Kept pastry and dessert case stocked with fresh selections and arranged to entice orders.

Shift Leader

Dunkin' Donuts
Queensbury, NY
04.2013 - 05.2016
  • Trained new employees and delegated daily tasks and responsibilities.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Monitored employee actions for safety, sanitation and general housekeeping compliance, proactively protecting staff and customers from safety hazards and infection risk.
  • Oversaw talented team by actively communicating project information, remedying issues and delivering positive feedback.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Cashier

Walmart
Queensbury, NY
11.2010 - 07.2011
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases, locate items and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Answered questions about store policies and addressed customer concerns.
  • Collected and authorized payments of guests.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Checked identification for proof-of-age for alcohol and tobacco sales.
  • Operated cash register to record transactions accurately and efficiently.
  • Monitored self-checkout systems and provided assistance or intervention where required.

House Cleaner

RTDS Paint And Cleaning Services
South Glens Falls, NY
06.2005 - 01.2011
  • Created spotless surfaces by dusting, sweeping, vacuuming and mopping.
  • Mopped hardwood, laminate, ceramic, vinyl, glass and wood surfaces.
  • Emptied trashcans and transported waste to collection areas.
  • Delivered quality customer service to address urgent needs and cleaning requests.
  • Spot-cleaned stains and repaired scuffs or dings to maintain furniture and walls.
  • Disinfected and mopped bathrooms to keep facilities sanitary and clean.
  • Dusted picture frames and wall hangings with cloth.

Education

High School Diploma -

Glens Falls Senior High School
Glens Falls, NY
06.2008

CNA/Health Occupation - Nursing

BOCES
Hudson Falls, NY
06.2007

Skills

  • POS Systems and Ordering Platforms
  • Exceptional Communicator
  • Gift Wrapping Boxes
  • MS Office Proficiency
  • Responding to Difficult Customers
  • Building Customer Trust and Loyalty
  • Customer Account Management
  • Understanding Customer Needs
  • Customer Support
  • Presenting Solutions
  • Corrective Actions
  • Guest Satisfaction

Certification

Medical billing

Timeline

Customer Service Associate

Cumberland Farms
09.2016 - 01.2022

Food Service Worker

Cumberland Farms
09.2016 - 01.2022

Shift Leader

Dunkin' Donuts
04.2013 - 05.2016

Cashier

Walmart
11.2010 - 07.2011

House Cleaner

RTDS Paint And Cleaning Services
06.2005 - 01.2011

High School Diploma -

Glens Falls Senior High School

CNA/Health Occupation - Nursing

BOCES

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Joan Norsworthy