Jolene Brown
Winchester,VA
Summary
Personable and dedicated Customer Service Representative with extensive experience in the customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Years of management and a desire to succeed.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Common Living / Habyt
Winchester, VA
07.2020 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Set up and activated customer accounts.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Mentored new employees on procedures and policies to maximize team performance.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Sales Associate
My Eye Doctor
Martinsburg, WV
06.2019 - 02.2020
- Scheduled and confirmed appointments.
- Greeted visitors and provided them with assistance.
- Scheduled appointments for clients, customers, and other visitors.
- Updated and recorded customer or client information to maintain accounts.
- Performed data entry tasks into various computer systems accurately and promptly.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Helped customers find specific products, answered questions, and offered product advice.
- Engaged customers in friendly, professional dialogue to determine needs.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Provided accurate information about products, prices and services.
- Assessed customer needs to provide assistance and information on product features.
- Increased purchase amounts by cross-selling with similar products.
Custom Framing Manager
Michaels Arts and Crafts
Frederick, MD
07.2015 - 05.2019
- Maintained inventory levels by tracking sales data and reordering supplies when needed.
- Reviewed invoices from vendors to make sure orders had been filled correctly at competitive prices.
- Organized workshops for framing enthusiasts to learn about different design options available.
- Calculated pricing for custom frame jobs based on labor costs plus material expenses.
- Developed and implemented a custom framing system to ensure accurate estimates, ordering of materials, and timely completion of projects.
- Provided customers with information on care and maintenance of framed pieces.
- Conducted regular audits of the shop's supply inventory in order to detect any discrepancies.
- Monitored employee performance to ensure quality standards were met or exceeded.
- Created displays for merchandise including framed art prints, mirrors, diplomas, certificates.
- Collaborated with customers to select frames and matting that best suited their needs while staying within budget.
- Trained new employees in proper handling of artwork, use of tools and equipment, customer service techniques, and safety procedures.
- Planned work schedules for staff based on workload demands throughout the year.
- Managed the cutting, joining, and assembly of wooden frames using specialized tools.
- Ensured all store policies were followed regarding customer service practices.
- Resolved customer complaints in a courteous manner to maintain positive relationships with clients.
- Ordered supplies such as mat boards, glass, backing boards, and other mounting materials.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Analyzed business performance data and forecasted business results for upper management.
Education
Associate of Applied Science - Medical Assisting
ECPI University
Charlotte, NC04-2005
Some College (No Degree) - English Literature
Community College of Rhode Island
Warwick, RISkills
- Consultative Sales
- Account Updating
- Appointment Scheduling
- Data Entry
- Call Management
- Report Generation
- Product Knowledge
- Complaint Resolution
- Positive and Professional
- Microsoft Excel
- Account Management
- Research
- Computer Proficiency
- Multi-Task Management
- Critical Thinking
- Professional Telephone Demeanor
Affiliations
- active in my towns activities page where we create social gatherings for families to meet the community.
Accomplishments
Was able to manage two different stores within the same company while maintaining all goals and sales.
References
References available upon request.
Timeline
Customer Service Representative
Common Living / Habyt
07.2020 - Current
Sales Associate
My Eye Doctor
06.2019 - 02.2020
Custom Framing Manager
Michaels Arts and Crafts
07.2015 - 05.2019
Associate of Applied Science - Medical Assisting
ECPI University
Some College (No Degree) - English Literature
Community College of Rhode Island
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