Jovon Furch
Antioch,CA
Summary
Proven Customer Care Specialist with a track record of enhancing customer satisfaction and loyalty at Bay Alarm. Skilled in problem resolution and quality assurance, adept at managing high-stress situations and complex customer inquiries. Demonstrated ability to exceed performance goals by leveraging exceptional communication and product knowledge, contributing to sales growth and customer service excellence.
Overview
7
7
years of professional experience
Work History
Customer Care Specialist
Bay Alarm
Concord, CA
07.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with detailed information on company products, services and materials.
- Responded to customer inquiries via phone, email and web-based platforms.
- Exceeded performance goals consistently by demonstrating superior product knowledge when assisting customers.
- Used exceptional communication to connect with customers, assess needs, and present solutions.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Maximized customer satisfaction by organizing Product or Service repairs, replacements and deliveries.
- Retained at-risk customers by identifying their needs and offering tailored solutions, resulting in reduced churn rates.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
Customer Service Representative
Support Services Group
Remote
10.2020 - 06.2023
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Lead Merchandiser
Macys
Stockton
07.2019 - 06.2021
- Improved store aesthetics through innovative merchandising techniques and strategic product placement.
- Boosted customer satisfaction by collaborating with team members to create an engaging shopping experience.
- Assessed store layouts to identify opportunities for improved traffic flow and increased sales potential.
- Optimized stock rotation practices, minimizing waste due to expired or damaged goods while maintaining high levels of product availability.
- Ensured accurate pricing on all products by regularly auditing labels and signage throughout the store floorplan.
- Led a team of merchandisers, providing training and guidance for optimal performance.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
Customer Service Lead
Forever 21
Concord, CA
10.2017 - 07.2019
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Pittsburg High School
Pittsburg, CA06.2014
Skills
- Payment Processing
- Quality Assurance
- Product or Service support
- Customer service excellence
- Problem Resolution
- Project Management
- Call center experience
- Customer Service
- Billing coordination
- Data Entry
- Billing Adjustments and Refunds
- Administrative and Office Support
- Microsoft Office
- Account Management
- Customer Data Confidentiality
Timeline
Customer Care Specialist
Bay Alarm
07.2023 - Current
Customer Service Representative
Support Services Group
10.2020 - 06.2023
Lead Merchandiser
Macys
07.2019 - 06.2021
Customer Service Lead
Forever 21
10.2017 - 07.2019
Pittsburg High School