JOLESHIA ARCHIE
Tuscaloosa
Summary
Dynamic customer service professional with extensive experience at Amazon.com, excelling in problem resolution and technical troubleshooting. Proven track record in enhancing customer satisfaction and loyalty through effective package tracking and order management. Adept at swiftly addressing inquiries, ensuring timely deliveries, and fostering positive client relationships.
Overview
7
7
years of professional experience
Work History
CS Associate, L2 CS SDS Variable COGS - VAR
Amazon.com
09.2022 - Current
- I take recipient calls helping customers with any assistance that is needed with their Amazon account. Such as address change, updating payment methods, cancelling order or helping with placing an order, updating delivery notes for drivers to use upon delivery, or any questions that they might have. I let customers know how to locate these steps for the future if needed and send email follow ups to customers to have.
- I help with packages that are being delivered to customers and assist with issuing a refund or replacement if needed, when a package is missing, damaged, or item is not what the customer ordered. I provided steps on how to report issues through the app without having to call in.
- I have worked with Grocery orders, helping customers report any issue they might have pertaining their items that are being delivered.
- I help with any driver feedback the customer might have, reporting and escalating all issues to the correct team.
- I take driver calls helping drivers deliver packages in a timely manner, contact customers if needed, assistance with getting inside building, finding delivery instructions left by customers, updating geofence or geocode. I help mark drivers with marking packages as delivered, missing, damaged, or rejected if needed. I assist with any reports that driver needs to make or escalate the issue to the correct team.
- I help recipients with the commercial locker delivering, with how to add locker to address book and placing orders to a locker. I assist with packages pickup from a Bluetooth and non-Bluetooth locker. I provide details on how long packages can stay inside locker, help locate pickup codes, I provide the correct troubleshooting steps if needed to pickup from a locker. I advise that a full refund will be issued if packages aren't picked up within the pickup window, and I assist with any reports needed to be made on locker.
- I help recipients with Apartment lockers, I provide steps on how to become active for the lockers, to get packages delivered to an apartment locker. I help with location the pickup codes for packages if needed, or getting a package removed from locker if jammed. I contact our tech support team if needed for any tickets that need to be filed on the lockers.
- I help drivers with deliveries to commercial and Apartment lockers or pickups from lockers. If needed I help with checking in or checking out of locker, marking packages as delivered or delivery attempted for driver if locker has a technical issue.
- I help Managers for both commercial and apartment lockers, to navigate the correct way to apply through the Amazon website if they are interested in lockers at their location. I help with setting up the hub portal and assisting with any questions that I have on the lockers. If management would like to update store address information, store name, delivering instructions, temporarily or permanently close the locker or counter location I assist with creating a ticket on request.
- I take Hub DP and Hub counter calls, helping Managers, recipients and drivers with package delivery or pickup. I provide the website to Management with the steps to applying for package delivery and pickup at the store location. I help with reporting packages that are overdue for pickup or need to be updated as pickup by driver or customers. I help customer/ or Hub DP drivers with hub counter pickup and deliveries, provide the steps to take to pickup and delivery to a hub counter. I will explain to customers the difference between a hub counter and a locker pickup.
- I take email contacts, if management at a store or Apartment complex reporting driver feedback, package overdue for pickup or update any business hours. delivery hit, access code that needs to be updated throughout the system.
- I make sure I empathize with all my customers, and get their problems resolved in a timely manner. Manage customer inquiries, enhancing satisfaction and efficiency. Support drivers in timely package deliveries, boosting reliability. Resolve issues swiftly, improving service quality and customer loyalty.
Online Grocery Pickup
Walmart
Selma
09.2021 - 11.2022
- Efficiently managed grocery pickup, ensuring timely and accurate customer service.
- Loaded groceries into vehicles, maintaining quick turnaround and customer satisfaction.
- Collaborated with team to prepare orders for customers to come pickup.
- Addressed customer inquiries, resolving issues to improve service experience.
- Contributed to a seamless pickup process, positively impacting customer loyalty.
Helper
Jerry's Total Carpet Care
Snellville
01.2019 - 03.2022
- Performed comprehensive cleaning tasks, ensuring spotless environments.
- Utilized advanced cleaning techniques to enhance efficiency and effectiveness.
- Resolved cleaning challenges by implementing strategic solutions.
- Maintained high standards of cleanliness, positively impacting client retention.
Cashier
Home Depot
Morrow
04.2021 - 08.2021
- I worked in self-checkout, helping customers with checking out their own items.
- I worked at the cash register; I scanned and checked-out customers.
Education
High school diploma -
Technical support fundamentals - Coursera
Google
Skills
- Customer service
- Package tracking
- Problem resolution
- Order management
- Technical troubleshooting
- Inventory management
Timeline
CS Associate, L2 CS SDS Variable COGS - VAR
Amazon.com
09.2022 - Current
Online Grocery Pickup
Walmart
09.2021 - 11.2022
Cashier
Home Depot
04.2021 - 08.2021
Helper
Jerry's Total Carpet Care
01.2019 - 03.2022
High school diploma -
Technical support fundamentals - Coursera
Google