Jocelyn McClain
Crestview,FL
Summary
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 customer satisfaction 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. Service-focused [Job Title] bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles. Friendly [Job Title] with [Number] years of dedicated customer service experience. Dedicated to exceeding [Type] goals through effective communication skills and [Type] abilities. Expert in [Software] with training in [Area of expertise] services.
Overview
22
22
years of professional experience
Work History
Customer Service Office Staff Member
Publix Grocery Store
Crestview, FL
09.2008 - Current
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved issues over phone with customers daily.
- Maintained up-to-date knowledge of product and service changes.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Promised best prices for customer services and maintained accuracy when determining quotes.
- Responded proactively and positively to rapid change.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100 %.
- Welcomed, greeted and assisted guests in high-traffic store, generating of dollars in business.
- Answered average of 20 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures and company services.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Trained new personnel regarding company operations, policies and services.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices.
- Handled over [Number] calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Improved overall efficiency 95% by anticipating needs and providing outstanding support.
Customer Service Representative
Albertsons
Fort Walton Beach, FL
08.1999 - 08.2008
- Provided primary customer support to internal and external customers.
Education
Bachelor of Science - Cosmetology Education
Palompon Institute of Technology
Palompon Leyte Philippines 03.1989
Skills
- Recordkeeping strengths
- Retail store support
- Money handling abilities
Timeline
Customer Service Office Staff Member
Publix Grocery Store
09.2008 - Current
Customer Service Representative
Albertsons
08.1999 - 08.2008
Bachelor of Science - Cosmetology Education
Palompon Institute of Technology