Jolyn Cartwright
Avoca,NY
Summary
Dynamic customer service professional with expertise in complaint handling and active listening, honed at Goodrich Auto Works. Enhanced customer satisfaction by resolving issues efficiently, leading to increased loyalty. Proven track record in order processing and inventory management, boosting sales by 15%. Skilled in fostering positive brand experiences and maintaining professionalism under pressure.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Goodrich Auto Works
10.2023 - Current
- Assisted customers with inquiries, ensuring timely and accurate resolutions.
- Handled customer complaints with empathy, promoting positive brand experiences.
- Processed orders efficiently through CRM software, maintaining database integrity.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback
Parts Specialist
Wilkins RV
Bath, NY 14810
05.2009 - 10.2023
- Assisted customers in identifying and sourcing parts for RV maintenance and repairs.
- Managed inventory levels, ensuring availability of essential parts for timely
- Maintained organized storage of parts, improving accessibility and efficiency in retrieval processes.
- Resolved customer inquiries regarding part compatibility, fostering positive customer experiences.
- Issued parts to technicians to complete customers' repairs.
- Served customers in-store and by telephone to answer questions and place orders.
- Collaborated with service technicians to identify required parts for repairs, minimizing delays and enhancing productivity.
- Provided exceptional customer service by promptly responding to inquiries, resolving issues, and consistently going above and beyond to exceed expectations.
- Stocked storage areas with merchandise from new trucks, following bins system accurately to minimize inventory errors.
- Maintained a clean and organized work environment, allowing for easy access to frequently used items and efficient completion of tasks.
- Tracked parts use and charged items to customer accounts for billing.
- Processed returns and exchanges promptly, addressing customer concerns while adhering to company policies.
- Increased customer satisfaction by efficiently managing parts inventory and ensuring timely delivery of orders.
- Received and restocked product, keeping sales floor shelves full and ready for customers' purchases.
- Operated fork truck to move heavy pallets and containers of parts between vehicles and storage locations.
- Worked with vendors to place new orders, handle shortage, and resolve defective parts issues.
- Developed strong relationships with suppliers, resulting in better pricing and improved availability of parts.
- Increased store revenue by cross-selling products and upselling services to customers.
- Ordered parts from various distributors to fulfill demands.
- Stocked and managed stock of parts.
- Greeted customers via telephone and in person to answer questions, resolve concerns, and complete sales.
- Conducted cash handling, credit card transactions, and register closeout at end of business day.
- Maintained clean and neat parts counter and sales floor.
- Identified specific replacement parts to meet customers' needs, making accurate suggestions with confidence.
Education
High School Diploma -
Prattsburgh Central School
Prattsburgh, NY06-2004
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Complaint handling
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Prioritization
- Quality control
- Filing
- Coordination
- Assertiveness
- Account updating
- Credit adjustments
Timeline
Customer Service Representative
Goodrich Auto Works
10.2023 - Current
Parts Specialist
Wilkins RV
05.2009 - 10.2023
High School Diploma -
Prattsburgh Central School