Jodie Coe
Indianapolis,IN
Summary
Customer service specialist with proven ability to prioritize tasks and excel in fast-paced environments. Demonstrated success in team collaboration to achieve both personal and organizational objectives. Expertise in resolving escalated customer issues and optimizing performance through effective problem-solving. Strong background in technology roles, including software development and system administration, with a commitment to continuous learning and industry relevance.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Customer Service Associate
Ace Cash
Indianapolis, Indiana
09.2024 - 04.2026
- Resolved customer complaints with empathy and professionalism to enhance satisfaction.
- Resolved customer complaints with professionalism to enhance overall satisfaction.
- Maintained accurate records of customer interactions to ensure data integrity.
- Utilized point-of-sale systems to process transactions efficiently.
- Developed relationships with key clients through consistent follow-up communication.
- Promoted products and services during account management to drive sales growth.
- Trained new hires on best practices to ensure smooth onboarding.
- Handled cash operations, balancing drawers daily according to guidelines.
- Assisted customers with financial transactions and inquiries.
- Processed loan applications and verified customer information.
- Educated clients on financial products and services offered.
- Resolved customer complaints with empathy and professionalism.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with team members to enhance service efficiency.
- Utilized point-of-sale systems for transaction processing.
- Ensured compliance with company policies and regulations.
- Greeted customers and identified their needs.
- Kept work area neat, clean, and well-stocked at all times.
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Provided information about products and services available to customers.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Handled cash register operations accurately during peak times.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Performed additional duties as assigned by management team.
- Followed policies and procedures to meet or exceed established performance requirements.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Educated customers on special pricing opportunities and company offerings.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Maintained knowledge of current sales promotions and new product releases.
- Suggested product solutions based on individual customer needs.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Developed relationships with key clients through regular contact and follow-up communication.
- Tracked inventory levels of popular items to ensure availability for customers' orders.
- Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
- Followed-up with customers after purchase to ensure satisfaction.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Strengthened customer retention by offering discount options.
- Promoted available products and services to customers during service, account management and order calls.
- Provided top quality control and eliminated downtime to maximize revenue.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Prevented key account losses by researching discrepancies and correcting problems.
- Surpassed sales goals through implementation of successful marketing strategies.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Contacted customers about potential service upgrades, new services and account changes.
- Updated system with order specifics and customer details, preferences, and billing information.
Certified Lead Pawnbroker -Assistant Manager
EZCORP EZPAWN
Indianapolis, Indiana
03.2022 - 08.2024
- Provided exceptional customer service through in-person interactions and phone support.
- Conducted weekly inventory checks to ensure stock accuracy and availability.
- Appraised items for quality functionality and accurate value assessments.
- Trained team members in effective customer service techniques and appraisal methods.
- Qualified loans, negotiated amounts, and managed disbursements with careful evaluation of repayment capabilities.
- Developed policies to ensure compliance with state regulations and company standards.
- Implemented security measures, enhancing asset protection and preventing losses.
- Managed daily operations to facilitate efficient handling of high-volume transactions.
- Supervised daily operations and staff in high-volume pawn transactions.
- Trained team members on customer service and appraisal techniques.
- Managed inventory control and ensured accurate product valuation.
- Developed policies to enhance compliance with state regulations and company standards.
- Resolved customer inquiries and disputes to maintain satisfaction levels.
- Coordinated promotional events to boost business visibility and customer engagement.
- Implemented security measures for asset protection and loss prevention.
- Evaluated market trends to adjust pricing strategies for competitive advantage.
- Established relationships with vendors and suppliers in order to negotiate favorable pricing terms for goods purchased by the store.
- Implemented marketing strategies that increased visibility of the store in the community as well as online presence.
- Ensured safety protocols were followed at all times within the store environment.
- Investigated suspicious activity involving pawn transactions or stolen merchandise claims.
- Assisted customers with the selection of products based on their needs and preferences.
- Performed periodic audits of store merchandise to identify any discrepancies between physical count and computer records.
- Trained new employees on how to accurately evaluate merchandise for loans or purchases according to established criteria.
- Resolved customer complaints in a professional manner while ensuring a positive customer experience.
- Maintained accurate records of all transactions including loan terms, interest rates and payments due dates.
- Analyzed financial data such as income statements, balance sheets, budgets and forecasts in order to make informed decisions regarding business operations.
- Created reports detailing daily activities including sales volumes, inventory levels and customer service metrics.
- Developed and implemented procedures to ensure compliance with regulations and laws governing pawnbroking.
- Conducted loan evaluations on items presented for collateralized loans or purchases.
- Developed policies and procedures related to pawnbroking operations that comply with local laws.
- Monitored daily operations of the store including cash management, customer service, sales, inventory control, security systems and staff scheduling.
- Priced, tagged and resold items not retrieved by owners within specified timeframes.
- Recommended store merchandise to fit customers' unique shopping needs and budgets.
- Set terms for loans and collateral, including rate, fee and expiration date.
- Evaluated customer merchandise to make purchasing decisions for the store.
- Recorded details of each loan or sale transaction, including model number, brand and customer contact information.
- Researched electronics and other items online to identify market value.
- Delivered immediate, friendly and knowledgeable service to customers seeking to bring in or purchase merchandise.
- Checked identification for every individual bringing in merchandise and verified against police stolen item database.
- Explained store policies and procedures to customers and responded to questions about loan terms.
- Arranged items for sale in display cases and on racks to achieve profit objectives.
- Counted inventory routinely and produced reports for management detailing such information.
- Studied local market to better understand in-demand products to stock in store.
- Accepted and submitted payments to resolve outstanding loan balances or purchases of new items.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
- Identified customer needs by asking questions and advising on best solutions.
- Produced sales documents, finalized deals and filed records.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Maximized sales by keeping areas tidy, fully stocked and correctly priced.
- Operated register, handled cash and processed credit card transactions.
- Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
- Recognized security risks to properly handle situations.
- Recruited, hired and trained new hires to optimize profitability.
- Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
- Analyzed sales space capacities based on system parameters, securing high stock availability.
- Reduced process lags by training employees on best practices and protocols.
- Engaged casual shoppers to provide information about featured products and recommend merchandise, driving sales opportunities.
- Posed as models for advertising, artistic creation and display of goods.
- Resolved customer inquiries and complaints to enhance customer satisfaction.
- Maintained up-to-date knowledge of company products and services.
- Monitored employee attendance records, timekeeping, and payroll information.
- Ensured compliance with safety regulations and company policies.
- Resolved conflicts between team members in an effective manner.
- Collaborated with management on developing strategic plans for achieving business goals.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Created reports on sales trends, inventory levels, and financial data.
- Established processes for monitoring customer satisfaction levels.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Assistant Manager
Dunkin' Donuts
Indianapolis, Indiana
06.2013 - 02.2022
- Supervise, observe, and evaluate work of all personnel.
- Assist management and Human Resources with hiring
- Evaluate, train/orient, and implement changes
- Quality data audits, ordering, and inventory checks
- Coordinated employee schedules to ensure optimal staffing during peak hours
- Resolved employee and customer complaints promptly to uphold a positive environment
- Reconciled receipt totals for cash and credit transactions to ensure accuracy.
- Prepared, cooked, and distributed beverages efficiently within specified time frames
- Multi-task up to 10 orders and serve thousands of customers in a timely manner.
- Opened and closed the store
- Managed inventory levels to maintain product availability for customers.
- Implemented promotional strategies to enhance sales and customer engagement.
- Coordinated shift schedules to optimize staff coverage during peak hours.
- Resolved customer inquiries and complaints with professionalism and care.
- Enforced health and safety regulations to ensure a safe working environment.
- Conducted regular stock checks to minimize waste and maximize efficiency.
- Assisted in training new employees on shift operations.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Maintained an organized work environment by delegating tasks to staff.
- Checked orders for quality and completeness.
- Supervised the cleaning of dining areas, restrooms, kitchen equipment, and floors in order to maintain a safe and sanitary environment for customers and staff alike.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
- Inspected food preparation areas to ensure proper sanitation standards were met at all times.
- Upheld company standards and compliance requirements for operations.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Enforced safety guidelines among staff members in order to prevent accidents or injuries from occurring on the premises.
- Adhered to all health code regulations while preparing food items for customers.
- Managed inventory levels by monitoring stock levels, ordering supplies when necessary, and ensuring product quality was up to standard prior to use or sale.
- Assisted general manager with operations game plan and company initiatives implementation.
- Managed daily workflow and scheduled staff for adequate coverage.
- Confirmed accuracy of daily sales reports before submitting them to management for review.
- Evaluated employee performance, delivering individualized feedback and praise.
- Assessed reports and adjusted workflows to realign with targets.
- Participated in store-wide marketing initiatives designed to increase customer traffic or boost sales revenue.
- Reviewed time sheets for accuracy before submitting them for payroll processing.
- Analyzed sales data to identify trends and areas for improvement.
- Utilized POS systems efficiently for order processing and inventory management.
- Coordinated with other shift leaders and management to ensure smooth transitions between shifts.
- Balanced cash registers to maintain financial integrity and accuracy in transactions.
- Trained, managed and motivated employees to promote professional skill development.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Researched out-of-stock items to find additional inventory in other store locations.
- Managed daily operations, client relations and IT.
- Processed credit card payments and counted back change and currency with an accuracy rate.
- Built lasting client relationships by organizing and planning sales events.
- Supported long-term business strategies, generating guest relations feedback for process improvements.
- Cultivated store brand and accomplished strategic business initiatives through close collaboration with district manager.
Warehouse Worker
BrightPoint
Indianapolis, Indiana
09.2006 - 04.2013
- Operate RF scanners forklift, pallet mover, swing-reach truck, and picker to transport, stage and store freight.
- Facilitated truck loading and unloading to achieve on-time deliveries.
- Loading and unloading delivery vehicles
- Received and checked incoming inventory deliveries for accuracy and quality.
- Inspected incoming goods for quality and accuracy before stocking.
- Received and tracked incoming inventory shipments.
- Conducted inventory counts and confirmed quantities to maintain inventory integrity.
- Perform cycle counts
- Utilized inventory management systems to track stock levels accurately.
- Communicating errors to relevant parties
- Marked and labeled stock accurately for efficient identification and retrieval.
- Sorted and organized inventory in designated warehouse locations.
- Collaborated with team members to ensure timely order fulfillment.
- Assisted in training new employees on warehouse procedures and safety protocols.
- Executed daily tasks while adhering to established safety regulations.
- Maintained cleanliness and safety standards throughout the warehouse.
- Cleanliness and tidiness to provide a safe working environment
- Followed established guidelines for picking orders accurately.
- Assembled orders according to customer requests.
- Packaged items carefully using protective materials like bubble wrap or foam sheets.
- Organized warehouse space for efficient storage of products.
- Staged and sorted multiple types of products for loading.
- Used pallet jacks to move items to and from warehouse locations.
- Loaded and unloaded trucks with hand-trucks, pallet jacks, and forklifts.
- Inspected inventory for faults or damage prior to stocking on shelves.
- Verified accuracy of incoming shipments against purchase orders.
- Tagged and wrote identifying information on containers, boxes and cargo.
- Used scanners to track parcel information, condition or receipt.
- Protected items by wrapping in cling film, padded moving blankets and tape.
- Reviewed work orders before starting work to determine necessary materials and meet deadlines.
- Loaded cargo onto transportation devices and attached affixing tools to achieve safe transportation.
- Utilize computer to track shipments and inventory
- Followed organizational procedures to stack and store cargo in transit sheds, ship holds and warehouses.
- Carried necessary tools and supplies to transportation vehicles and returned to proper storage areas after use.
- Investigated any reported problems regarding shipping errors or damages.
- Identified discrepancies between physical count and computer data.
- Collaborated with departments on special projects to enhance operational effectiveness.
- Inspected damaged goods prior to disposal or return to vendor.
- Provided assistance in loading and unloading containers from ships and trains.
- Verified accuracy of incoming shipments against purchase orders.
- Tagged and wrote identifying information on containers, boxes and cargo.
- Used scanners to track parcel information, condition or receipt.
- Protected items by wrapping in cling film, padded moving blankets and tape.
- Reviewed work orders before starting work to determine necessary materials and meet deadlines.
- Loaded cargo onto transportation devices and attached affixing tools to achieve safe transportation.
- Used digital database to keep records of units and stock moved.
- Followed organizational procedures to stack and store cargo in transit sheds, ship holds and warehouses.
- Carried necessary tools and supplies to transportation vehicles and returned to proper storage areas after use.
Education
associate's degree - Health Information Technology
Ultimate Medical Academy
Clearwater, FL01-2025
High school diploma - General Studies
Basic Prep Academy
San Antonio, TX01-2012
Skills
- Guest services
- Complaint handling
- Service solutions
- Problem-solving
- Account management
- Call management
- Refunds and exchanges
- POS system operation
- Point of sale systems
- Product knowledge
- Safety regulations
- Merchandise upselling
- Customer RMA management
- Complaint escalation
- Quality assurance
- Account updates
- Refund processing
- Appointment scheduling
- Stock replenishment
- Financial transactions
- Billing adjustments and refunds
- Account reconciliation
- Data entry and invoicing
- Inventory control
- Cash control and handling
- Clerical tasks
- MS office proficiency
- Microsoft office
- Computer skills
- CRM proficiency
- Trained in Salesforce
- Netsuite ERP
- Vendor management
- Project management
- Sales closing
- Sales growth strategies
- Process improvement
- Regulatory compliance
- Performance metrics analysis
- Emotional intelligence
- Effective communication
- Teamwork and collaboration
- Team collaboration
- Adaptability and flexibility
- Reliability
- Time management
- Attention to detail
- Assertiveness
- Calm under pressure
- Negotiation
- Tactful and diplomatic
- Support case resolution
- Training development aptitude
- Training and development
- Problem-solving
- Multi-line phone systems
- Persuasion skills
- Calm under pressure
- Financial transactions
- Sales growth strategies
- Training and development
- Regulatory compliance
- Performance metrics analysis
- Effective communication
- Time management
- Attention to detail
- Cash control and handling
- Data entry and invoicing
- Inventory control
- Vendor management
- Account management
Certification
- Valid Driver's License, 01/01/10
Timeline
Customer Service Associate
Ace Cash
09.2024 - 04.2026
Certified Lead Pawnbroker -Assistant Manager
EZCORP EZPAWN
03.2022 - 08.2024
Assistant Manager
Dunkin' Donuts
06.2013 - 02.2022
Warehouse Worker
BrightPoint
09.2006 - 04.2013
associate's degree - Health Information Technology
Ultimate Medical Academy
High school diploma - General Studies
Basic Prep Academy