Joshalyn Bolden
Florissant,MO
Summary
Experienced with leading customer service teams to deliver exceptional service and resolve complex issues. Utilizes conflict resolution and communication skills to enhance team performance and customer satisfaction. Strong understanding of team dynamics and adaptability, ensuring effective responses to changing customer and business needs.
Overview
20
20
years of professional experience
Work History
Customer Service Representative Team Lead
Equifax
Earth City, MO
12.2020 - Current
- Resolved complex customer inquiries using CRM software to enhance client satisfaction.
- Streamlined communication processes, improving response times and service efficiency.
- Trained and mentored new team members on customer service protocols and best practices.
- Analyzed customer feedback to identify trends, driving improvements in service delivery.
- Led team of customer service representatives to enhance service delivery and satisfaction.
- Developed training programs to improve product knowledge and customer engagement strategies.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
CAP 1 Associate
Walmart
Manchester, MO
11.2017 - Current
- Maintained merchandise presentation by removing damaged goods, stocking and rotating merchandise and signing and pricing merchandise.
- Verified inventory computations by comparing to physical counts of stock, efficiently investigating discrepancies and adjusting errors.
- Organized on-site stockroom to maximize existing space and improve efficiency, boosting efficiency 20%.
Massage Therapist
Massage Luxe
Manchester, MO
06.2016 - 05.2017
- Maintained clients' treatment records and designed long-term care programs for return customers.
- Performed 30 hours of massage per week for over 50 clients with wide range of therapeutic methods, including hot stone, Swedish, deep tissue, sports and pregnancy.
- Provided safe, effective and appropriate massage therapy techniques with professionalism and enthusiastic attitude to maintain 100% customer satisfaction rates.
- Spoke with clients regarding health history, expectations, services and procedures for over 100% customer satisfaction.
- Provided 3 daily clients with individualized and detailed information on relaxation, postural improvement, stretching and strengthening.
- Maintained excellent attendance record, consistently arriving to work on time.
CAP 2 Associate
Walmart
Maplewood, MO
05.2015 - 06.2016
- Performed freight processing functions, assisting associates with irregularities in all freight.
- Unloaded truck into facility
- Separated merchandise into departments and loaded onto pallets
Inventory Specialist
RGIS
St Louis, MO
08.2012 - 07.2015
- Maintained store assets with effective loss prevention strategies.
- Conducted store inventories and created reports
Cashier
Home Depot
Saint Ann, MO
03.2011 - 04.2012
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Restocked, arranged and organized merchandise in front lanes to drive product sales.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers.
- Operated cash register for cash, check and credit card transactions with 100% accuracy.
- Worked with managers to complete daily counts and maintain funds security to minimize theft and mismanagement risks.
- Worked closely with managers to solve problems and handle customer concerns.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Checked prices for customers and processed items sold by scanning barcodes.
- Educated customers on promotions to enhance sales.
- Assisted customers by answering questions and fulfilling requests.
- Assisted customers with special services, account updates and promotional options.
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Counted cash in register drawer at beginning and end of shift.
Courtesy Clerk
Dierbergs Markets
Florissant, MO
09.2008 - 10.2010
- Bagged customer items efficiently using proper techniques to protect delicate items and separate different groups of merchandise.
- Helped customers take merchandise out of store and loaded items into vehicles.
- Collected more than 5 shopping carts from parking lot daily and cleaned and dried soiled and wet carts.
Lifeguard
Lifeguards Unlimited Inc.
St Louis, MO
05.2006 - 09.2008
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Completed basic maintenance and repairs to keep pools functioning properly.
- Garnered valuable swim instruction to patrons of various ages to build confidence, strength, and skills in positive learning environment.
- Complied with pool policies and procedures and offered suggestions to staff to maximize safety awareness.
- Share tips with patrons on swimming techniques and strength training.
- Observed recreational users to detect safety concerns and prevent ongoing violations.
- Detailed factors such as weather, incidents and aid rendered in daily reports to management.
- Attentively watch over swimmers being quick to identify those in distress.
- Monitored safety of all guests in and around swimming pool.
- Maintained rescue equipment in peak condition by conducting inspections and completing basic repairs.
- Observed weather and water conditions and alerted visitors to potential dangers, including storms and rip currents.
- Performed lifesaving measures, including CPR during incidents until paramedics arrived on scene.
- Entered water immediately to pull struggling swimmers to safety.
Education
High-school Diploma -
Hazelwood West High School
Hazelwood, MO04-2008
St Charles Community College
City Of Saint Peters, MO04-2010
Associates - Massage Therapy
Midwest Institute of Massage Therapy
Earth City, MO05-2016
Skills
- Exceptional time management skills
- Stocking
- Retail materials management
- Customer service
- Organization
- Order fulfillment
- Customer-oriented
- Call center experience
- Complaint handling
- Team management
- Issue resolution
- Staff monitoring
- Multitasking
- Reliability
- Adaptability and flexibility
- MS Office
- First Aid/CPR
Timeline
Customer Service Representative Team Lead
Equifax
12.2020 - Current
CAP 1 Associate
Walmart
11.2017 - Current
Massage Therapist
Massage Luxe
06.2016 - 05.2017
CAP 2 Associate
Walmart
05.2015 - 06.2016
Inventory Specialist
RGIS
08.2012 - 07.2015
Cashier
Home Depot
03.2011 - 04.2012
Courtesy Clerk
Dierbergs Markets
09.2008 - 10.2010
Lifeguard
Lifeguards Unlimited Inc.
05.2006 - 09.2008
Associates - Massage Therapy
Midwest Institute of Massage Therapy
St Charles Community College
High-school Diploma -
Hazelwood West High School